• Order Administration, Lead

    Location MX-Reynosa
    Job ID
    Customer Support
  • Overview

    The Order Administration team Lead is responsible for the accurate entry of purchase order information from the sales team or directly from Zebra’s customers into Zebra’s OM system. They act as a subject matter experts and point of escalations on all matters related to the orders, responding to inquiries from management, Zebra’s sales teams and the customer.


    • Enters new product order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements, multi-contract consolidation requirements. Order 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
    • Provides price quotes on request
    • Ensures proper recording, tracking and filing of all assigned orders according to commitment dates
    • Responds to customer or internal inquiries regarding order status, invoices, etc.
    • Coordinates with other internal departments to drive issue resolution regarding order status, invoicing, shipping dates, product availability, discounts, quality issues, damaged or mis-shipped product, etc.
    • May act as a process expert, trainer or mentor to OA 1, OA2 and Senior OA level team members
    • May act as a representative of the OM 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 order 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 OA 1, OA2 and OA Senior level team members
    • Acts as escalation point to OA 1, OA 2 and OA 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, Order Administration
    • May participate as a presenter in routine business updates or with the customer representing OM 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 Order 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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