Sales Operations Associate

The Sales Operations Associate will be responsible for providing the first level of customer support. The Sales Ops Associate will support both direct and indirect customers in all aspects of order management and facilitate communication to other areas of ADTRAN as needed. Sales Ops Associate will provide support to all departments and roles within ADTRAN for any product or order requests. Sales Operations will resolve customer issues in accordance with ADTRAN policy and compliance to contract terms. Sales Ops Associate is expected to have excellent written and verbal communication skills to facilitate a professional, courteous, and efficient interaction for customers, Sales and ADTRAN departments for a positive customer service experience.

Duties and Responsibilities

• Receive and process all customer orders via Online Order System, EDI, manual, or customer contract according to process guidelines in compliance with SOX controls for all products services and fees. This includes changes and/or cancellations etc.
• Work with pricing team to correct pricing on orders, when necessary.
• Communicate with customers to handle all customer questions pre-order, during order process, and post-order. Communicate via email or phone.
• Work with Planning and Operations departments for lead time, product availability, shipping (regarding tracking, POD, and damaged goods mitigation) questions from the customer.
• Work with field sales and customers to resolve expedite requests, work with various teams within ADTRAN to ensure consistent plan to meet commitments.
• Ensure delivery of all non-tangible/virtual items including license, lease, services, maintenance, and fees.
• Registration and management of all entitlements
• Query Baan database for information regarding product specifics (i.e., weight, origin, size, BOM, serial numbers)
• Process all RMAs according to work instruction and process guidelines.
• Process all ZDIs through web and Baan systems, according to work instruction / process guidelines.
• Set up customers for automated reports; generate other standard reports as requested.
• Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the Company.

Basic Qualifications

• Bachelor's Degree in a business-related field/function is required
• Equivalent experience will be considered in lieu of a degree
• 2-5 years of professional, relevant experience required
• 2+ years of customer service or sales experience is required
• Excellent customer service skills for professional interactions with customers, executives and sales teams required
• Experience working independently, or in collaboration with a team, in order to solve problems or resolve complex issues
• Must be self-motivated, detail-oriented, and be able to multi-task in a fast-paced environment
• Excellent verbal, written and non-verbal communication skills required
• Ability to continually evaluate workload for proper prioritization required
• Must be able to positively and professionally interact with all levels of Management, outside vendors, and co-workers in order to create strong working relationships
• Intermediate Microsoft Office skills, including Word and Excel, required.

Preferred Qualifications (Optional)

• Knowledge of supply chain is preferred
• Knowledge of software sales is preferred
• Knowledge of service business and milestones is preferred