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Customer Engagement Associate : 20-0066
Ref No.: 20-00666
Category: Technical Support & Customer Service
Location: Irvine, California
Primary Skills: Customer Engagement, Order processing, calling or email customer support
Duration: 6+ Months
Contract Type: W2 or C2C


Job Description:
The Order Fulfillment department accepts and processes online orders from our K12 customers (K12 schools and districts). The Order Processor I will be responsible for the handling and processing of orders throughout the entire fulfillment process. This process includes verifying that key pieces of order-related information have been collected, communicating with customers when information is missing or incomplete, and fulfilling the order by provisioning digital subscriptions into the customer’s account.
 
Critical Functions:
  • Process orders according to department guidelines and policies; ensure orders are processed within the departments estimated turnaround time.
  • Provide direct support, normally by telephone and email, to users of ALEKS, including instructors, teachers, administrators, students, as well as Sales team.
  • Participate in trouble-shooting complex problems with the Senior Order Processor and various team members.
  • Carefully manage digital inventory in accordance with company policy.
  • Develop and maintain a high level of knowledge regarding the ALEKS product and ordering system.
  • Ensure the integrity of order data is maintained through strong attention to detail.
  • Provide various reports (typically in Excel) to the Order Fulfillment Supervisor and Senior Order Processor.
A successful candidate will have:
  • Bachelors degree or equivalent work experience.
  • Two plus years of customer support experience with both e-mail and phone contact.
  • Two plus years experience processing orders, managing digital inventory, accepting and handling Purchase Orders and Credit Card information, and/or related experience.
  • MS Office experience is required (Outlook, Word, and Excel).
  • Handle high volume of calls, emails, and workload in a fast paced-environment.
  • Strong written and verbal communication skills.
  • Ability to explain customer related issues verbally and in writing.
  • Ability to manage assigned duties on a daily basis, which consists of balancing multiple tasks and deadlines.
  • Keep continuous accuracy of all data processed.
  • Must be capable of taking on additional responsibilities and/or tasks on a daily basis or when business requires.
  • Strong memory skills required due to the substantial amount of information (ability to data scrub an order).
  • Follow current procedures while being able to pick-up new processes and apply them accordingly to perform your work.
  • Perform primary job functions under minimal supervision.
  • Ability to navigate multiple monitors.
  • Great note-taking skills.
  • Receptive to feedback.
Experience in the following is a plus:
  • Sales force experience
  • Knowledge of Linux/Unix and MySQL
  • Experience using ALEKS
   To follow up with any questions, please contact Harleen Kaur at 408-816-2474. 

Akraya is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US. We offer comprehensive benefits including Health Insurance (medical, dental, and vision), Cafeteria Plan (HSA, FSA, and dependent care), 401(k) (enrollment subject to eligibility), and Sick Pay (varies based on city and state laws). 

If this position is not quite what you're looking for, visit akraya.com and submit a copy of your resume. We will get to work finding you a job that is a better fit at one of our many amazing clients. 

Akraya is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Akraya is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.