Transactions Representative

For 23 years, Autodesk has invested in people, software, and technology to help customers realize their ideas-to compete and win. We first revolutionized the software industry with the AutoCAD® product, which introduced drafting on a PC. The widespread popularity of AutoCAD software forged our company's lifetime commitment to practical innovation that drives productivity and profitability. AutoCAD also paved the way for our technology leadership in industries such as building, infrastructure, manufacturing, media and entertainment, and wireless data.Role/Purpose:Supports customers in all aspects of purchasing products, including order entry, subscription, and renewals. Interacts with customers, partners, and other internal departments to provide a variety of pre-sales or post-sales services. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.Principal Duties and Responsibilities: Enters orders into the order system including customer information, serial numbers, and registration codes. Ensures that the orders comply with Pricing and Discount policies.
Responds to customer inquiries through e-mail, fax, and/or phone (either direct or queue system). If unable to resolve customer issue, escalates to appropriate staff or management.
Provides service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external.
Receives, investigates, and responds to customer inquiries regarding shipments, products, verifications, registration, and complaints. May provide information regarding order status, shipping dates, prices, product availability, and back orders. Analyzes and researches historical data to solve customer issues. Logs quality problems or issues in database.
Communicates and works closely with local sales office to obtain approvals for returns and/or credits. Maintains records of returns, schedule changes, product enhancements or changes, product pricing, and return credits.
Fills internal/external customer requests for lost media (i.e. disks, manuals) or additional company materials.
Generates and analyzes regular and ad hoc reports for sales representatives and/or channel partners.
Documents policies and procedures based on expertise in specific job areas. Works with Process Team to document best practices and workflow.
Build customer relationships in-person or by phone. May proactively suggest solutions based on knowledge of customer's business and past purchase history.
Emphasis on specific duties or responsibilities may vary by region.
Senior levels may act as a team lead, providing direction, coaching, and development. Ensures high level customer satisfaction by fairly resolving escalated issues. Monitors team performance and takes appropriate corrective action.
Senior levels may own responsibility for building and maintaining customer relationships specific to one region or country. Acts as key escalation point for those customers. Plans, prepares and hosts regular audio/video Business Review calls or meetings with customers and sales force.
Overtime is requiredAutodesk is always looking for extraordinary people who strive for excellence. We recognize that our success is in large part due to the outstanding talent and dedication of our employees. Your opinions, ideas, and participation in the company's decisions and actions aren't just welcome-they're expected. We take pride in a culture based on respect, collaboration, and diversity.
Because each of us has different needs and our own lifestyle, Autodesk offers a variety of benefits. A rewarding career and personal life depend in part on our continued good health and peace of mind. Autodesk therefore offers a wide range of high-quality health insurance plans, survivor and income protection plans and flexible spending accounts as part of our flexible benefits program.
REQUIREMENTS
Please see Job Description