Exp Cust Exp Professional

Responsibilities

Key focus areas:

• Customer setup (if new) including verification of customer information in SAP/NEX/CPQ
• Generates work order with dispatch, books RQ as needed (Ensures proper assigned to, customer name, scope, and PO is entered)
• Ensures proper documentation is received, COI/SOV’s/Signed Documents are returned
• Informs field of work order information, verifies schedule for delivery, communicates schedule to customer
• Orders, receives, and coordinates all material for the job
• Issues PO’s, mobilizes, schedules subcontractors (w/ input from field)
• During project, start the process of ensuring all material/subcontractor/others costs are processed and transacted to the job prior to closure (including follow up with suppliers to ensure costs are correctly captured)
• Ensures 100% completion of work in the field with field staff
• Finalizes work order to include all costs, work description, etc. are in.
• Completes work order in FX/FSL (w/input from field team)
• For larger or quoted SPOT jobs, liaise with administration team to complete progress billing
• Verifies the work order is closed and exported in CPQ
  

• Ensures work order closure and correct action by Business Support Center
• Monitors billing reports and unbilled to ensure the job has been correctly processed and billed
• Sends invoices to customer as needed.
• Follows up with customer (when needed) to ensure paperwork/invoice received.
• Checks on satisfaction of job as needed.
• Ensures cash collection and follows up on disputes as needed.
  

• Report monthly performance of team for spot work including unbilled
• Complete job forecasting (if required) and overall job monitored for cost against the estimate
• Escalate items as needed to FSS / FSL if not tracking to target or estimate
  

• Promote and enhance NEX/CPQ adoption and use of NEX/CPQ across the teams
• Support implementation of additional work digitization activities and act as local champion for these initiatives
  

• Success in this role will be demonstrated through achievement of business financial metrics including SPOT order and margin targets, billing and collection targets
• The role will also positively contribute to our customer satisfaction metric
  

Qualifications

Qualifications, Experience and Knowledge

• Bachelor’s degree
• 3 years’ work experience in professional business environment
• Excellent computer skills including proficiency in MS Office (Word, Excel, and PowerPoint)
• Good written and oral communication with strong attention to detail
• Basic project management skills including task prioritization, scheduling, cost management and reporting
• Ability to follow instructions and identify opportunities for improvement
  

We also value

• Previous industry experience
• Previous technical/installation experience
• Previous customer service experience
• Bachelor’s degree or technical/professional certificate
• Good presentation skills
• Internal sales or account management experience
  

About Us