Order Management Agent US&C

Date: Jul 13, 2022

Location: Zapopan, JAL, MX

Company: Carestream Health

Carestream Health Inc. 

Innovation that sparks imagination. Continue on to your next challenge with us. 

Carestream is a worldwide provider of medical imaging systems and solutions; x-ray imaging systems for non-destructive testing; manufacturing of film and precision contract coating services for a wide range of industrial, medical, electronic and other applications—all backed by a global service and support network. Carestream’s diagnostic imaging technology systems are at work in 90 percent of hospitals worldwide.  

At Carestream, we offer a global perspective and a world of opportunities for people who have the desire to make a positive impact. Join our global team of 4,000+ professionals!

Position Summary:

COS OTC Area Agent is an expert on the Implementation Coordinator process who, through a lengthy period of time, has proven to have develop the skill set necessary to Process all orders and perform an excellent follow through of them to make sure that all customer requirements are met and that revenue has been recognized and accurate invoicing according to contractual terms and condition.  A COS OTC Area Agent has the experience that enables her/him to mentor Agent level positions on the team in every step of the process. She/he is an agent to makes her/himself available at all times to work together and help find solutions to complex issues. The COS OTC Area  Agent is also a role model to others of outstanding work ethic and commitment to the success of the team, her/his adherence to company policies is remarkable.

Position Responsibilities:

• Successfully integrate the Goods Order Package before initiating order placement in the system.
• Make sure that orders are processed and delivered to the site complete in order to invoice and drive revenue recognition.
• Oversee and track all stages of the shipment and installation process to ensure all customer and company deadlines are met to achieve installation, training and revenue target dates. This position involves heavy customer contact on a daily basis.
• Work close with Sales teams, Field Service Engineers and Management.
• Accept and review orders for the following products: DRX Rooms, DRX Systems, Direct View Printers, Direct View CR, Service Upgrades and Software refresh for our customers. 
• Ensure that all GOP issues are resolved, including: customer master set up, validate that BMI quotes are approved. They must verify that quotes match customers PO’ and that any exceptions have approvals, Terms & Conditions are signed or that a master agreement is in place in Upside. They work with Sales, customer and our contract team to correct any discrepancies.
• Create Sales Force opportunities to ensure that all required information is complete.
• Book Service Agreements and Drop rider purchases to support Sales and Service teams.
• Entering orders in SAP following COS procedures for Digital Equipment.
• Follow all quality measures entitled to BOC Agents.
• Coordinate the shipments and Installation (schedule & billing of training orders) process for all orders for our customers. 
• Equipment returns as part of Service Refresh programs, trade in promotions and other service programs.
• Work with Customers and Dealers to determine the best delivery date, Install date and Applications training timing. Understands customer’s equipment requirements to ensure a clean delivery and install.
• Maintain data in our Service CRM database to ensure accurate equipment warranty entitlement.
• Maintain order phase information updated, adhering to the established response time to set up RDD on all orders.
• Close out all order phases with the appropriate Perfect Order Fulfilment requirements on the established timeline.
• Maintain an efficient track record of his orders, making sure that these are up to date and that all information/communication with the customer is available in the order phase.
• Mentor from 1 to 3 Agents and share with them her/his best practices that will help them succeed on their role. 
• Run and maintains daily reports to anticipate any miss from him or the Agent he/she is mentoring.
• Work in coordination with the SME to train Agents to close knowledge gaps as well as training specific activities to new members of the team.
• Serve as an ongoing source for process improvements applying the Quality Tools that corporate promotes.

Required Skills & Education:

• Excellent written and oral communication skills in English
• Detailed oriented, organized, 
• Ability to work under pressure to meet tight deadlines
• Excellent customer service skills.
• Self motivated with little supervision. 
• Proven sense of ownership and outstanding follow through skills.
• Strong team player
• Takes initiative to resolve issues and meet objectives.
• Analytical thinking and problem solving
• Proven Implementation Management Expertise

Desired Skills:

• Proven order management and report handling
• Proven SAP Equipment Order Management experience for MI Equipment

Carestream is an Equal Opportunity Employer

Carestream is an equal opportunity organization. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

Applying for a job with Carestream

All Carestream employees must complete the on-line application process. Carestream is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please click accommodations

Requisition ID: 2642