Job Summary

The Sales Support Administrator II (SSA II) provides advanced sales support and order management services for the Small Law segment. This role is responsible for executing end-to-end order fulfillment, ensuring data accuracy, resolving escalations, and supporting sales teams through efficient handling of operational processes. The role also serves as a subject matter expert (SME) in critical tasks, performs quality audits, and contributes to continuous process improvement and team capability building.

Key Responsibilities

·         Perform end-to-end order processing including order entry, validation, and completion.

·         Manage transactions such as trials, credits, cancellations, and account maintenance.

·         Ensure accuracy, quality, and turnaround time targets are met.

·         Handle complex and escalated cases from Level I staff.

·         Diagnose and resolve account, billing, and system-related issues.

·         Conduct internal audits to ensure accuracy and compliance.

·         Collaborate with Sales, Customer Service, Credit & Collections, and other stakeholders.

·         Provide coaching, mentoring, and training to SSA Level I.

·         Support onboarding of new hires and reinforce best practices.

·         Generate reports and track performance metrics.

·         Perform root cause analysis and recommend process improvements.

·         Participate in special projects and continuous improvement initiatives.

Roles and Responsibilities Summary

·         Execute core and advanced SSA functions

·         Ensure data integrity across systems

·         Handle escalations and complex transactions

·         Audit outputs for quality and compliance

·         Provide coaching and functional support

·         Support reporting and operational requirements

Core Competencies

·         Order Management Expertise

·         Attention to Detail

·         Problem Solving

·         Customer Focus

·         Collaboration

·         Coaching and Mentoring

·         Time Management

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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