ASSOCIATE CUSTOMER SERVICE REP 10020

DUTIES AND RESPONSIBILITIES:

A sound understanding of customer service, order processing, credit processing, and billing principles.

Process customer purchase orders in accordance with current guidelines reflecting Extreme Networks’ contractual agreements, legal policies, and Discount Authorization Matrix

Ensure compliance to all company and business policies and administer all open sales order and ensure appropriate order flow.

Proven ability to reconcile and audit data effectively with previous involvement in audit and compliance reviews

Work closely with Sales team, purchasing, vendors and distribution center personnel implementing changes needed on customer orders and determining order status, contacting sales as needed

Workingwith the finance department to resolve invoice and pricing issues

Management of service booking and Contract Escalations from customers

Maintain database information for customers and assets to ensure high data integrity

Ability to communicate with other departments to resolve complex service booking and contract activation issues. Validate Entitlement verification request to find and provide the eligible active support to the customers.

Manage high visibility exceptions and can work with cross-functional teams to provide best solutions

Ability to understand compliance rules associated with contracts and booking

Resolving the customer queries related to their Sales orders. service contract and WL

Investigates customer issues, supplying resolutions including but not limited to invoice disputes and proof of delivery of credit transactions for price adjustments or order entry errors. To Set up Premier service contracts with install site location

Process customer purchase orders within the Extreme Networks booking service level turnaround time (within 24 hours for bookable orders)

Obtain all data required for customer master set-ups and changes; communicate

Monitor and process all returns according to financial requirements and ensure compliance to all SOX reporting requirements.

Knowledge/ Technical Skills / Abilities

Candidates with Oracle, SFDC, Siebel, SAP and Apttus experience will be preferred

Excellent communications skills in written and spoken English are a must. Must have good working knowledge of computers

Experience in licensing operations, cloud subscriptions or entitlement verification.

Has awareness of the functional impact upon work processes and other functions. Experience with database management and rules for data governance.

Ability to work in a fast paced, performance based environment

Customer service experience with superior phone skills

Should be comfortable with Rotational shifts

Ability to be a self-starter, work independently, and effectively assist with special projects.

Adhering to audit compliance

Effective backlog management

Ability to operate office software including, MS Word, MS Excel, Vision or compatible flow diagram and MS power point. Experience with Siebel, SAP, SFDC and sOracle a plus.

Customer focus – focus on exceeding customer expectations

Ability to identify actions necessary to carry out instructions furnished in written, oral or diagram form.

Business Acumen – Ability to focus on revenue maximization

Proven ability to manage competing priorities in a high-volume work environment