What You'll Do

The role of the Order and Billing Analyst is to manage the tasks of reviewing, inputting, and invoicing customer orders. This person will process hardware, software, subscription, education, professional services, and maintenance orders. They will use the tools and processes designed for order management and maintain compliance with all corporate policies involving order transactions. The position requires outstanding organization and communication skills for the candidate to be successful. The Order and Billing Analyst is also responsible for working with the product provider on sourcing HW orders and is responsible for coordinating the delivery of the product to the customer.

The position will be responsible for Americas order processing and will be located in Mexico City. This Order and Billing Analyst role will help train and mentor the staff as well as cover for the manager when they are on leave. This role will serve as an escalation point for complex transactions. They will interact with employees from all around the world and must participate in oral and written business level communications. Communication will be conducted primarily in English but special attention is always required to properly understand concepts and issues from people whose first language may not be English.

Key Areas of Responsibility

• Provide back up to the manager while they are on leave.
• Develop into the expert on the Customer Order and Billing processes and be the lead person for training.
• Handle any escalations issues.
• Execute the defined order process and conduct effective interaction with sales teams, while maintaining compliance with corporate policy.
• Generate customer invoices for assigned accounts in an accurate and timely manner. Recognize the requirements for any special invoicing provisions in the customer contract and react accordingly.
• Review customer order documentation for order acceptance; ensure appropriate documentation is received and complies with corporate order and revenue policies.
• Assist in the resolution of relevant outstanding accounts receivable and collection issues.
• Read and analyze various customer contract provisions that impact the order process and invoicing requirements.
• Ensure purchase orders are accurately reflected in the system.
• Learn and operate the various software and systems used to process all customer orders (Oracle Order management, Oracle Contract for Services and several other in-house systems).
• Create and maintain customer order jackets containing all required documentation.
• Process Return Material Authorizations (RMA’s) within 5 business days of receiving requests.
• Solve issues involving order processing. Provide outstanding order processing service to the sales teams.

This position may require some overtime at month ends and will be even busier at quarter closes and year-end.

Who You'll Work With

You will work with a very diverse and cross-functional team with high performance and problem-solving abilities, enabling you to provide excellent customer service even during fast-paced shifts. The team constantly interacts with many stakeholders such as Salespeople, Deal Desk, Revenue Recognition, Project Managers, Accounts Receivables and Customers.

What Makes You a Qualified Candidate

• The ability to learn and execute complex tasks, demonstrated by the completion of a Bachelor’s Degree program in business, accounting, procurement or finance (preferred), or through relevant work experience.
• Excellent oral and written communication skills. Ability to lead problem-solving activity.
• The ability to manage stress without it negatively affecting work quality or professional demeanor.
• Knowledge of Microsoft Office tools, or the ability to learn and master these tools.
• Excellent organization skills and a high level of comfort handling details.
• Ability to coordinate and prioritize multiple tasks successfully in a fast-paced environment.
• Knowledge of, or the ability to learn, all order-related software and system tools.

What You Will Bring

• Excellent work attendance records and habits.
• Ability to think creatively and adapt well to change.
• Ability to read, analyze and understand customer contracts, corporate policies, and miscellaneous order documentation.
• Salesforce experience a plus but not required.
• Oracle experience a plus but not required.
• Must be bilingual with English/Spanish or English/Portuguese.

PLEASE SUBMIT CV/RESUME IN ENGLISH