Career Growth, Flexibility and Collaboration!

Entrust is dedicated to securing a world in motion by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

We’re looking for an Order Management (Account) Specialist!

The Account Specialist is responsible for providing Entrust’s internal and external customers with a highly-reliable order management customer service experience.  The position requires the use of independent judgment to: build customer relationships, manage all assigned customer projects and orders; interpret and apply Entrust business practices and systems; troubleshoot and resolve all customer satisfaction issues.

Our colleagues demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers. Preference for candidates in the Central Time Zone.

Responsibilities:

• Proactively manage all orders from receipt to closure, communicating via email and phone calls.
• Provide customer order management and issue resolution including, but not limited to:
  • Analyzes and manages reporting information as it applies to delivering accurate and effective order management to customers.
  • Develops and maintains effective working relationships with internal teams, partners and customers.
  • Delivers on commitments to internal and external customers by identifying unseen barriers and addressing in a proactive manner. Ex: on-time delivery, correct quantities, special shipping instructions, etc.
  • Focuses on meeting each customer’s needs, motives, behaviors and expectations while working in a multi-task environment.
  • Accurately validates warranty and service-contract coverage of products, pricing and availability inquires, etc.
• Identify, research, and resolve customer questions and inquiries
• Provide status updates to customers and Sales regarding orders.
• Address opportunities for process and/or system improvements to enhance the customer experience.
• Serve as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries.  Accurately documents inquiries into proper databases and routes to appropriate support teams.
• Will serve as a subject matter expert liaison for the team.
• Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy, timeliness and effective communication.
• Collaborate with colleagues as needed to manage workload.

Qualifications:

• High School Diploma/GED, Associates Degree, or equivalent training
• 4+ years of customer service experience
• Experience in a service or manufacturing environment utilizing integrated business systems.
• Proficiency with Microsoft Office
• 40 WPM on full keyboard utilization

Preferred Qualifications:

• Bachelor’s degree in Business
• Excellent verbal and written communication.
• Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions.
• Self-motivated with the ability to execute multiple projects at once with high-quality output.
• Exhibits agility and flexibility to adjust to changing demands
• Ability to engage and interact with various teams with impact and influence.
• Customer Service experience in a business to business environment
• Familiarity with Oracle EBS, specifically for order management and service management
• Proficiency with Salesforce.com or another CRM system