Order Management Associate (N0498)

Institute of Electrical and Electronics Engineers•Piscataway, NJ

1d•Hybrid

About The Position

This position will work closely with all IEEE Account Managers, Inside Sales Reps, International Dealers, Subscription agents and end user customers on a daily basis, in both domestic and International markets. In 2025, the Order Management team processed over 5,700 orders, valued at more than $328M in IEEE revenue This position reports to the Senior Manager, Order Management, and functions as an individual contributor. This position must be able to work independently in a fast-paced, deadline-oriented environment, and is expected to recommend changes in department procedures/processes, as well as suggesting improvements to shared processes with departments outside of Customer Operations. Once trained and deemed proficient in their job, the employee may be eligible to work in a hybrid office/remote structure that includes periodic telecommuting in accordance with IEEE and departmental practices. This is subject to change at IEEE's sole discretion The role provides access to over 75 different online packages and 200+ online journals new/renewal online subscription orders. Additionally, Order management processes print/single journal subscription titles, print claims, proforma invoices, generates credits and refunds, IP amendments, cancellations, processes trial requests for potential new customers, participates in quarterly system testing as well as any other system testing needed throughout the year and may witness document signing and notarize documents. The individual will be assigned International and Domestic territories that is well over a million dollars in IEEE revenue. Therefore, attention to detail and accuracy are critical to the success of this position. This individual will build a strong working relationship with the IEEE Dealers, IEEE Account managers, IEEE Sales reps as well as other key IEEE departments that include: Finance and Administration-Credit & Collections Finance & Administration-Facilities/Distribution Finance & Administration-Tax Management All levels of Sales Management Pubs IT Product design with new products as well as latest pricing models for existent IEEE Computer Society IEEE ComSoc While periodic overtime will be necessary, the influx of orders submitted between October and February will require more significant support to ensure the timely and accurate processing of orders within the monthly and year-end fiscal calendar that will impact the IEEE revenue stream and account manager and dealer commissions

Requirements

H.S. diploma
2-4 years professional experience
Demonstrated ability to learn and effectively use computer-based business systems. Prior experience with SalesForce Lightning, Siebel, Rightscare, Vertex, and Oracle AR financials are highly desirable
Knowledge of Microsoft programs, especially Word, Excel, Powerpoint
Knowledge of Gmail, Google Docs, and Google Drive
Positive, customer-focused attitude in dealing with a variety of external /internal customers
Strong organizational skills
Must be able to effectively collaborate with multiple organizational units
Ability to handle multiple projects simultaneously, and track and report status of each
Ability to work under pressure in a fast-paced environment
Strong-time management skills to balance demands and meet deadlines
Able to work equally effectively in the office as when working remotely (if applicable)
Positive, proactive work attitude and ability to excel in fast-moving work environment with changing priorities
Cooperative ability to work with other staff to address any issues
Professional demeanor with the ability to handle confidential material
Present sensitivity to foreign cultures and mannerisms
Must be a technologically savvy knowledge worker who seeks out technology solutions challenges
Must be able to travel less than 5%
Must be able to work partial evening shifts on a periodic basis to assist staff located in IEEE International offices (Singapore and India)

Nice To Haves

Bachelor's degree or equivalent experience
Order processing experience
Prior experience with SalesForce Lightning, Siebel, Rightscare, Vertex, and Oracle AR financials are highly desirable

Responsibilities

Dynamic auditing of order submissions to ensure consistent and accurate information necessary to execute 90+ decision paths and fields with every order
Responsible for interacting with all levels of sales and sales management for additional information or escalations if needed
Protects IEEE intellectual properties by verifying each individual IPv4/v6 address(s) to ensure only authorized users receive access to subscribed content; This process includes verifying the IP(s) in approved software that will determine if the IP domain belongs to the customer; Sets customer’s online access in our Rightscare software with the given IP’s, product license(s), term dates to ensure the customer has access to their subscription(s); Rejects and/or questions submitted IP amendments if ownership cannot be validated.
Reviews purchase orders to ensure they meet IEEE standards, and determine if the purchase order needs to be endorsed by a manager or reviewed further through the IEEE legal team; If legal needs to review the Purchase Order, works closely with the IEEE Customer Licensing team
Handles Consortia accounts that may contain hundreds of participating Academia schools; Access may need to be created in several groups to ensure the Academia schools have the proper access to their subscription(s)
In situations where there is inaccuracy in the submitted order, the analyst will make recommendations to the department management whether or not the order should be accepted or rejected
Conducts monthly Quality Assurance audits for team members
Meets or exceeds monthly/yearly individual metrics as well as department metrics that has been set by the manager
On those occasions when working remotely, the employee must maintain all quality and productivity standards to maintain hybrid remote eligibility. To that end, employees must sign into IEEE systems promptly at the beginning of their assigned shifts, and they must remain in continuous communication with their manager and coworkers throughout the business day via the methods made available to them including personal and group chat, text, email, and/or telephone.
Responsible for in house department procedures to ensure they are up to standards
Serves as primary tester for new integrations and/or software
Works on special projects & data reports as needed