Order Administrator

About the role

Roku is seeking a top-tier candidate for the Order Administration role. This position will be the key contact for customer order submission for fulfillment and support. The Order Administrators will administer order workflow and interact with customers to provide information, guidance, and troubleshooting. In addition, the position will be responsible for all sales integration and work with the allocation team to ensure product availability and order release priority. The ideal candidate should understand sales operation cycles including Customer Forecasting, Purchase Orders, Sales Orders, Allocations, 3PL Fulfillment, and Billing. This is a terrific opportunity to join a highly motivated team and contribute daily to our customers' success.

For California Only - The estimated annual salary for this position is between $86,000 - $129,000 annually.

Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.

This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

What you'll be doing

• Collaborate with Sr. Management to identify and implement departmental process improvements
• Responsible for managing International and domestic accounts
• Partners with 3PL in obtaining supply and order status information for customers.
• Monitors and tracks revenue for the escalates potential misses to Leadership
• Process and manage customer purchase orders through NetSuite
• Responsible for all sales order integration
• Collaborate with Sales team members on fulfillment schedules and communicate schedules to customers and sales reps
• Perform support functions regarding existing orders (delivery schedules, POD, etc.)
• Interact with logistics and external warehouse to ensure smooth and accurate shipping of customer orders
• Work with the 3PL team on unfulfilled orders
• Communicate order discrepancies and issues as they arise
• Communicate and collaborate on process challenges with cross-functional teams for process efficiencies
• Coordinate with the Allocations team to ensure product availability and order release priorities
• Utilize product inventory knowledge when processing orders and communicating with customers and sales team
• Credit hold and Order billing discrepancy resolution
• Maintain and manage customer backlog reports by account
• Follow-up on price discrepancies and other post-order issues
• Communicate customer updates as required for EDI maintenance
• Participates in weekly Collaborative Planning Forecasting and Replenishment calls
• Manages all inbound EDI transaction
• Manages special projects as they arise

• We're excited if you have
• 5+ years of experience in Order Administration
• Experience managing international accounts
• Understanding of sales operation cycles including Customer Forecasting, Purchase Orders, Sales Orders, Allocations, 3PL Fulfillment, and Billing
• Exceptional Excel and Microsoft Office Suite skills
• Ability to work in and excel in a fast-paced industry
• Exceptional interpersonal and communication skills (written and oral)
• Excellent Customer Service skills
• Excellent problem-solving skills
• Ability to partner and communicate within all levels of the organization
• Great time management skills and detail-oriented
• Ability to work independently and multi-task
• Prior experience with NetSuite is a plus

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