Area Order Support Manager

POSITION PROFILE The Area Order Support Manager is responsible for the overall management and success of the Order Analyst (OA) support functions in the Area. The Manager is a member of the Director of Order Management?s senior staff and will have a matrix reporting relationship to the Area, Region and HQ Operations. The Manager is responsible for the process steps from sales opportunity to executable sales order, including the creation of customer contracts. The Manager is responsible for managing the Area order pipeline to support forecasting and analysis, and to provide proactive issue resolution to optimize the flow of orders through the process. The Manager will lead the Order Analyst team, with responsibility for the management and development of the team members. JOB DUTIES AND RESPONSIBILITIES The Manager will be responsible for the smooth flow of orders through the process pipeline with the objectives of minimizing cycle-time and maximizing flow-through (quality). Support the Area Sales Leadership team by providing information pertinent to forecasting, roll analysis, upside opportunity assessment, etc. Identify and prevent issues that will arise with Order Management, Supply Chain, and Leasing which will adversely affect the flow of orders to revenue recognition. Cross-functional Liaison with Sales, Order Management, Supply Chain, Billing/Contracts, Leasing) to improve order related processes and to prevent/resolve post-sale billing issues. Attends all Sales and Operations meetings in support of the order process.Provide the Area Leadership team with OA reporting, including reviews, dashboards, scorecards, sales to OA alignment, etc. Assists with resolving funding hold issues and problem resolution billing support. The Manager is empowered to help accelerate the movement of in-process sales orders that may be problematic. In that roll, the Manager will also: Support Area Director of Sales to optimize overall Area revenue. Support Area Director of Financial Analysis to optimize Area profitability Coordinate large orders with Sales (including PS), Order Analyst, Order Management and Supply Chain to ensure customer satisfaction.The Manager owns Web Sales Forms training and guarantees continued support to Sales Reps to enhance their sales effectiveness and reduce their non-selling activities through coaching, training and problem resolution. This support may include accessing any IKON tools related to the order preparation process; i.e. WebCLAS, IKON intranet sites, etc. Staffs, manages, develops and motivates an Area OA Team, combined with a strong partnership with the Vendor Credit Analyst, Supply Chain Liaison, and Area Leasing Analyst. Performance-manage the Order Analysts, tracking their success and development opportunities utilizing WSF reporting,& OA scorecard to ensure excellent order support is provided. Coordinates and/or provides training for direct reports. Conducts regular one-on-ones and team meetings with direct reports. The Manager offers advice in the construction of complex sales orders to facilitate successful administration and billing. Acts as a customer advocate to ensure escalated issues are fully reconciled in order to increase customer satisfaction/retention. The Manager will counsel the Order Analyst in striking the proper balance between objectives (financial, quality, cycle-time), and support them in properly executing their gatekeeper role. The Manager will coordinate activities with the NACO and INAP groups to ensure optimum support for National Accounts covered by the Area. Performs other duties as assigned. QUALIFICATIONS 4-year college degree (with business related major) or equivalent experience. 5+ years experience in a related field (sales, customer service, operations, finance). Experience in managing a team of operations professionals. Experience working with sales professionals in a management or support capacity. Apply On-line IKON is an Equal Opportunity Employer, M/F/D/V.