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Motive empowers organizations that run physical operations with tools to manage safety, operations, and finance. The company serves nearly 100,000 customers across transportation, logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
As an Account Support Analyst for Order Management, you will be a critical member of the Finance organization, serving as the primary point of contact for order management inquiries from Enterprise and Strategic Account Managers. You will act as a key liaison between the sales team and internal departments, ensuring a smooth quote-to-cash process.
Key responsibilities include:
• Support Account Managers and their customers on all order management and customer-related inquiries, from initial quoting through delivery and beyond.
• Manage customer and shipment issues, including cable orders, open shipment queries, and replacements. Work directly with customers to resolve order and shipment-related problems.
• Own all customer RMA (Return Merchandise Authorization) requests, managing serial numbers, replacements, and device count alignment while maintaining direct customer contact.
• Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) tools for Account Managers, ensuring accurate capture of cable specifics and customer requests.
• Coordinate across cross-functional teams (Finance, Fulfillment, Customer Support) to ensure seamless end-to-end order processing. Proactively identify and resolve potential issues to prevent delays.
• Maintain meticulous data entry and management in CRM systems, including Salesforce and Zuora. Handle sales order creation, churn processing, and account reconciliations.
You will thrive in a fast-paced, high-volume environment, managing multiple priorities while maintaining exceptional attention to detail and accuracy.
REQUIREMENTS:
• 4+ years of prior experience in customer-facing operations or a similar support-focused role
• Strong understanding of quote-to-cash processes and customer delivery lifecycles
• Excellent verbal and written communication skills; ability to liaise effectively with internal stakeholders and external customers
• Meticulous and highly organized; strong focus on accuracy and consistency when handling high volumes
• Proactive problem-solving ability; capacity to identify root causes and develop creative solutions
• Proven ability to thrive in fast-paced, high-volume environments and manage multiple priorities simultaneously
• Proficiency with CRM systems (preferably Salesforce) and tools such as G-Sheet, Zuora, Salesloft, Snowflake, and Retool
• Strong data management and multitasking skills; ability to maintain data hygiene for quick retrieval of customer information
• Proactive, organized approach to managing customer lifecycle events and ensuring process execution
