National Account Customer Experience Analyst

The National Account Customer Experience Analyst is responsible for order completion on both cash sales and finance transactions for all direct business of the SIICA division (Government, Corporate and Agent Channels).  Areas of responsibility include order processing, verifying economic structure of finance transactions, customer, dealer and lender relations, collections support and reporting.

• Perform complete review of customer Purchase Orders.
• Request customer specific set up through Master Data.
• Identify and make all necessary order adjustments.
• Coordinate upload of special pricing into SAP, if applicable.
• Engage with branch/dealer on large installs - coordinate shipments, 3^rd party warehouse, staged deliveries, etc.
• Ensure accurate order entry into SAP.
• Make critical business decisions relating to customer and dealer issues using historical customer performance metrics and behaviors to either approve or decline special requests, including but not limited to:
  • Determining whether to accept, or reject each Purchase Order, including exercise of discretion to modify terms.
  • Review and evaluate to approve or deny terms regarding invoicing and cash application with respect to terms of revenue, payment of sales reps and dealer commissions, and shipping charges.
  • Decision making concerning shipment of supplies/materials to customers when dealers decline to ship directly.
  • Decision making re whether orders may be released in each situation prior to full documentation (i.e., a revised PO) being received.
• Timely submit Sharp Leasing orders for credit approval.
• Proactively consolidate credit approval requests by PO to minimize booking fees.
• Order management – Create reports to manage your portfolio, including order status, timely delivery of equipment, dealer comps, etc.
• Issue Return Authorizations and timely follow up on equipment return.
• Manage return credits to close out original invoices on reshipped equipment.
• Complete booking approval process in SAP (Infolease tab) for Sharp Finance USA contracts.
• Prepare funding packages for either Sharp Finance USA or lender verifying all components of customer contracts.
• Responsible for accurate billing of federal, state, and commercial customers to ensure full compliance with state contract terms. This is critical to avoid penalties, probation and/or disbarment of Sharp from state contracts. Penalties for non-compliance may include penalty per incorrect invoice, future price reductions and a three-year probation period which would preclude Sharp from participating in future state government business.
• Communicate any customer-specific billing requirements at time of funding submission to minimize rebilling.
• Follow up with lender on funding to maintain delinquencies under 60 days.
• Review SLUSA Portfolio reports to identify any contract adjustments and coordinate updates with GreatAmerica.
• Resolve all customer and dealer disputes and inquiries – coordinate with GreatAmerica, if applicable.
• Gather data from different systems for contract booking and financial reconciliation.
• Handle other duties/independent projects as assigned by management.
• Backup for distribution of all SNAP orders received in SNAPCUSTOMERSERVICE email.
• Backup for scanning install reports into Onbase.
• Backup for processing Return Authorizations for off rent equipment and email dealers regarding copier pickup.
• Backup for answering emails in customer service mailbox, providing PO status, tracking and forwarding orders to the correct CSR for processing.

• Minimum of 2 years experience required.
• A four-year college degree in business or equivalent prior experience performing similar responsibilities is preferred.
• Thorough knowledge of SAP system.
• Superior knowledge of Microsoft software package, especially Excel. Must be able to create and manage spreadsheets using intermediate level formulas.
• Extensive experience with problem solving related to complex issues concerning customers, dealers and lenders. Must be able to identify issues, act independently to develop and implement action plans for resolution of same and ensure issues are resolved. 
• Reconciliation skills are required for analyzing issues related to invoice discrepancies and lender service compensation.
• Individual must possess the ability to work independently, exercise judgment and make decisions, multi-task, and exhibit flexibility in terms of tasks performed.
• Must be a team player with the ability to work in a fast-paced environment and meet all deadlines.
• Must have excellent communication and interpersonal skills to effectively interact with individuals across the organization and with outside vendors and customers.

ABOUT US: Sharp Imaging and Information Company of America (SIICA)

Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation, the U.S. subsidiary of Japan's Sharp Corporation, a global technology company which has been named to Fortune magazine's World's Most Admired Company List. Sharp strives to help businesses achieve Simply Smarter work by helping companies manage workflow efficiently, create immersive and engaging environments, and increase productivity. SIICA offers a full suite of secure printer and copier solutions, professional and commercial visual displays and projectors, software management and productivity software and markets durable Dynabook laptops. As a total solutions provider, Sharp has a reputation for innovation, quality, reliability, and industry-leading customer support expertise. 

Compensation for this position

The compensation range for this role is $50,000-85,600. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Employee perks 

• Flexible hybrid work schedules.
• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and wholistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran

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