Contract Administration, Lead

MX-Colonia Granjas Mexico
Job ID
Customer Support


 The Contract Administration team is responsible for the accurate entry of Zebra Service Contract information into Zebra’s system. They act as a subject matter experts on all matters related to the service contract, responding to inquiries from management, Zebra’s sales teams and the customer.


  • Enters new service contract data into the system, ensuring data accuracy and process adherence. Assigned contracts may include complex contracts with variable billing arrangements or multi-contract consolidation requirements. Contracts may also include multi-site, multi-product arrangements, custom offerings or prorating.
  • May be assigned as primary contact / account representative for a key account / key customer
  • Meets or exceeds all departmental or individual metrics associated with performance against service level agreements such as 3 Business Day turnaround time on contracts, responding to customers within 24 hours
  • Provides price quotes on service contracts on request
  • Ensures proper recording, tracking and filing of all assigned contracts
  • Responds to customer or internal inquiries regarding service contract entitlements, invoices and purchase orders
  • Independently addresses issues with service contracts including verifying entitlements, checking status of open service tickets, resolving credits to the account and / or working issues related to a product recall or “swap”. Coordinates routinely with other internal departments regarding order status, invoicing, discounts, resolution of issues, etc. May have direct interaction with legal department regarding changes to basic service contract terms and conditions
  • Acts as a process expert, trainer or mentor to CA 1, CA2 and CA Senior level team members
  • May act as a representative of the contracts team in cross functional projects
  • May run routine meetings with key customers or internal stakeholders leveraging web based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes
  • May generate reports and perform simply analysis / interpretation of service contract data at the customer, regional or product line level for internal use.
  • Contributes to process / service improvement through identification of opportunity areas and proactive contribution to improvement discussions
  • Engages management as required for assistance in addressing new or complex issues
  • May contribute to selection of new team members and performance assessment / evaluation of CA 1, CA2 and CA Senior level team members
  • Acts as escalation point to CA 1, CA 2 and CA Senior level team members in resolving complex issues or addressing difficult customer situations
  • May act as interim supervisor during periods of absence or as directed by the Supervisor, Contract Administration
  • May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME


  • High School or equivalent
  • 4-6 years
  • Strong data entry skills with attention to detail / quality
  • Strong process adherence
  • Fluent level of English (written and verbal) as well as local language as applicable
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values / orientation
  • Expert knowledge of Contract Admin policies and processes, including treatment of novel / unorthodox issues
  • Role model level professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Intermediate problem solving skills

Intermediate presentation skills

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