Order Management Representative

We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease.

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as an Order Management Representative and help us do what we do best: propelling business forward. This will be a remote role working out of your home office in the United States.

• *In This Role, You Will
• Validate documentation for processing and finalizing orders, ensuring compliance with internal organizational policies.
• Proactively contact the internal user or Sales team when necessary to ensure maximum accuracy and completeness of the required order documentation.
• Create routine and non-standard system-generated quotes and/or review quotes created by the Sales team (depending on the product line) and process orders in the order management system, considering all available information and the impact on new or existing licenses.
• Responsible for product configuration and discount compliance by verifying pricing against existing contracts and order terms, as well as the accuracy of billing and shipping information.
• Verify and ensure that the customer’s licensing needs and requirements align with the organization’s internal standards.
• Act as the primary point of contact for Sales colleagues, internal stakeholders, and partners.
• Track and escalate website and application-related issues when needed (including but not limited to Salesforce, Oracle, Intranet, Customer Self-Service).
• Direct internal users and teams to the appropriate department within the organization based on their needs and inquiries.
• Triage complex quoting, order, or business process issues and partner with senior team members as necessary.
• Provide ongoing support to internal teams, supporting them with Account cancellations, downgrades, reactivations, contract adjustments, invoice adjustments, etc.
• Have some experience in understanding and interpreting customer agreements and contracts.
• Ability to read and interpret legal contracts to a limited extent to ensure revenue recognition requirements are met in the order processing system and to guarantee product accuracy, availability, and timely delivery.
• Ability to review purchase orders and related documentation for standard vs non-standard verbiage and identify when to escalate to Inside Sales, Legal & Finance Teams, etc.
• Monitor existing contracts for minimum commitment requirements and determine when order entry in the accounting system requires changes. Validates with the Revenue Operations team (Rev Ops) when needed to ensure proper order reflection.
• Participate in weekly team meetings and contribute ideas for process improvements and best practices.
• Continuously create, correct, and update process documentation within knowledge base articles, FAQs, and troubleshooting documents for our team and other internal users.
• Assist in generating performance reports related to ticket volume and resolution times, highlighting areas for improvement.
• Track, measure, and improve customer satisfaction; presents customer feedback results.
• Perform other job-related tasks assigned by the direct manager.
• *Your Background
• Bachelor's degree or equivalent experience
• Experience with Salesforce or other CRMs, Oracle or other financial systems, sales processes, purchase orders, and support ticketing systems.
• Very good written and spoken English
• Minimum 1.5 years of professional experience in the field

Base Salary Range: $51,000 - $63,000

This position is also eligible to participate in our performance-based annual corporate bonus plan. The base compensation is determined by a number of factors, including but not limited to job-related skills, education, demonstrable experience, and allowance for future and continued salary growth. We also offer a robust benefits package, with details below.

• *If this sounds like you and fits your experience and career goals, we’d be happy to chat.
• *What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:
• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan.

Tuition

Reimbursement program. Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.

• Competitive salary, bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays. A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.