National Account Customer Experience Analyst

Overview

The National Account Customer Experience Analyst is responsible for order completion on both cash sales and finance transactions for all direct business of the SIICA division (Government, Corporate and Agent Channels).  Areas of responsibility include order processing, verifying economic structure of finance transactions, customer, dealer and lender relations, collections support and reporting.

Responsibilities

• Perform complete review of customer Purchase Orders.
• Request customer specific set up through Master Data.
• Identify and make all necessary order adjustments.
• Coordinate upload of special pricing into SAP, if applicable.
• Engage with branch/dealer on large installs - coordinate shipments, 3rd party warehouse, staged deliveries, etc.
• Ensure accurate order entry into SAP.
• Make critical business decisions relating to customer and dealer issues using historical customer performance metrics and behaviors to either approve or decline special requests, including but not limited to:
  • Determining whether to accept, or reject each Purchase Order, including exercise of discretion to modify terms.
  • Review and evaluate to approve or deny terms regarding invoicing and cash application with respect to terms of revenue, payment of sales reps and dealer commissions, and shipping charges.
  • Decision making concerning shipment of supplies/materials to customers when dealers decline to ship directly.
  • Decision making re whether orders may be released in each situation prior to full documentation (i.e., a revised PO) being received.
• Timely submit Sharp Leasing orders for credit approval.
• Proactively consolidate credit approval requests by PO to minimize booking fees.
• Order management – Create reports to manage your portfolio, including order status, timely delivery of equipment, dealer comps, etc.
• Issue Return Authorizations and timely follow up on equipment return.
• Manage return credits to close out original invoices on reshipped equipment.
• Complete booking approval process in SAP (Infolease tab) for Sharp Finance USA contracts.
• Prepare funding packages for either Sharp Finance USA or lender verifying all components of customer contracts.
• Responsible for accurate billing of federal, state, and commercial customers to ensure full compliance with state contract terms. This is critical to avoid penalties, probation and/or disbarment of Sharp from state contracts. Penalties for non-compliance may include penalty per incorrect invoice, future price reductions and a three-year probation period which would preclude Sharp from participating in future state government business.
• Communicate any customer-specific billing requirements at time of funding submission to minimize rebilling.
• Follow up with lender on funding to maintain delinquencies under 60 days.
• Review SLUSA Portfolio reports to identify any contract adjustments and coordinate updates with GreatAmerica.
• Resolve all customer and dealer disputes and inquiries – coordinate with GreatAmerica, if applicable.
• Gather data from different systems for contract booking and financial reconciliation.
• Handle other duties/independent projects as assigned by management.
• Backup for distribution of all SNAP orders received in SNAPCUSTOMERSERVICE email.
• Backup for scanning install reports into Onbase.
• Backup for processing Return Authorizations for off rent equipment and email dealers regarding copier pickup.
• Backup for answering emails in customer service mailbox, providing PO status, tracking and forwarding orders to the correct CSR for processing.

Qualifications

• Minimum of 2 years experience required.
• A four-year college degree in business or equivalent prior experience performing similar responsibilities is preferred.
• Thorough knowledge of SAP system.
• Superior knowledge of Microsoft software package, especially Excel. Must be able to create and manage spreadsheets using intermediate level formulas.
• Extensive experience with problem solving related to complex issues concerning customers, dealers and lenders. Must be able to identify issues, act independently to develop and implement action plans for resolution of same and ensure issues are resolved. 
• Reconciliation skills are required for analyzing issues related to invoice discrepancies and lender service compensation.
• Individual must possess the ability to work independently, exercise judgment and make decisions, multi-task, and exhibit flexibility in terms of tasks performed.
• Must be a team player with the ability to work in a fast-paced environment and meet all deadlines.
• Must have excellent communication and interpersonal skills