Senior Order Management Specialist

New York
Dec 13, 2012
Jan 12, 2013
Ms. Wendy Liem
Digital Media
Full Time
Senior Order Management Specialist


The Senior Order Management Specialist (SOMS) is responsible for the entire order life cycle (quote submission, order processing, permissioning, and billing) while providing support to the account team and associated client base. This includes meeting requirements and deadlines in an accurate and timely manner, and ensuring customer satisfaction throughout the quote to billing process. Responsible for the quote to billing process, this function is the main administrative support role for sales and clients. The SOMS takes actions to ensure all client positions are accurate for sales reporting, order and billing processing, and client management. The SOMS understands full functionality of quote/order management systems. Working closely with clients, sales, and other internal teams – the SOMS proactively seeks to meet daily and monthly goals. This role utilizes project management skills in coordination with organizational and relational abilities to promote excellence in teamwork and service.


Order Management
Create, Issue, and Manage the Quote to Billing process
Work with Sales and Legal as appropriate to prepare contract & applicable side letters, including uploading into document housing systems
Obtain information required to process order (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts)
Ensure appropriate approvals are in place prior to quote submission
Ensure any off-line pricing calculators and/or product-specific checklists are completed prior to quote submission
Verify equipments needs, communication requirements and general client needs, making sure to provide time frames and set client expectations accordingly
Escalate all delays to internal departments where interaction is required.
Implement release of billing for all services and charges
Ensure DAD changes are communicated to sales and processed per the Global DAD guidelines

Account Maintenance
Maintain accurate client site billing & location details, and contact/user records on internal systems
Monitor & cleanse sales order admin database regularly
Reconcile out of date Opportunities to orders
Provide timely support and resolutions regarding Data and Compliance issues
Review Free Trial expiration notices with account teams

Relationship Management
Establish key client relationships in order to facilitate improved administration and customer satisfaction
Manage and resolve external & internal queries relating to quote/order status, client account information/permissioning, and compliance issues
Assist clients with Data Access Declarations
Partner with relevant groups to participate in pending book meetings, ensuring follow-up actions are completed
Liaise with sales and clients for issues relating to customer administration issues
Act as mentor/coach to new hires and existing staff as required

Project Management
Establish communication between internal and external groups
Provide timeline and set expectations
Coordinate orders, permissioning, training, and billing
Consult with product teams, trainers, and systems support to identify service-impacting issues
Contribute to new process releases and system enhancements by providing insight and performing tests
Work with Head Offices and other regional CA groups on global deals
Provide insight to Global Project Managers to ensure processes and contracts take in to consideration the specific regional requirements
Work with Sales and Client to identify “time-saving” and “cost-saving” opportunities where needed
We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.


Degree/professional qualification Business Admin or equivalent work experience
English language plus other languages required according to local business requirements
Spanish and Portuguese language skills preferred
Proficiency in office suite and Siebel
Good customer service skills
Ability to grasp technical concepts, understand diverse hardware platforms, operating systems, data communications and networking
Understanding of financial markets and Reuters and Thomson products
Good understanding of internal admin systems such as CRM, COMPASS
Detail oriented with good analytical skills
Ability to communicate at all levels and work in a team
Understanding of compliance with company practices and methods of working
Ability to work independently on multiple activities, showing appropriate level of prioritization and escalation skills
Flexibility and an appreciation of a fast-moving and international environment
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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