Remote Escalations Representative Jobs in Appleton, WI

OBJECTIVE:

The Contract Management Specialist will assist CEC's Contract Department by supporting initiatives to improve consistency and efficiency across the group. This position is focused on service agreement quoting and renewal; contract language review, redlining, negotiation support; and service execution handoffs to efficiently process agreement requests and service contracts within our organization and with our clients.

CORE RESPONSIBILITIES include, but are not limited to the following:

• Contract Management: Responsible for all aspects of contract management, including contacting customers for follow-up, meeting with sales executives to determine agreement requirements, and other assistance as directed. Review purchase orders, sub-contract agreements, signed proposals, and other customer and vendor provided documents to assess their acceptability within established guidelines and legal requirements. Review and redline contract language using approved templates and standard positions, identify exceptions and risk areas, and support negotiation of terms and conditions with customers, vendors, and internal stakeholders. Maintain a consistent knowledge base of processes as well as vendor-specific information.

• Service Agreement Processing: Process awarded agreements into the system ensuring that records are processed accurately according to the terms, conditions, and pricing of the agreement, that the records are processed accurately according to the terms of the agreement, and ticketing is queued for a clean service handoff.

• Service Agreement Monitoring: Monitor contract financial performance and customer compliance, solving problems and maintaining positive relationships with vendors, customers, and internal cross-functional teams. Contact vendors to negotiate pricing terms and resolve pricing issues. Stay up to date on service offerings, product releases, new features, and requirements for upgrades.

• Quoting: Responsible for review and analysis of current agreements to determine customer pricing and company profitability when preparing renewal quotes. Quoting responsibilities include the use of pre-designed templates and standard verbiage to provide consistent experience for our customers, as well as coordinating contract language review and redline updates associated with renewal and service agreements. Collaborate with cross-functional teams during the renewal process to achieve common goals.

POSITION RESULTS DESCRIPTION

• Contract Risk Management - 95%+ of agreements reviewed using approved templates and standard positions, with all non-standard terms escalated and documented prior to execution

• Contract Turnaround - Initial contract review and redline response issued within 3 business days for standard agreements

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM QUALIFICATIONS AND EXPERIENCES:

• Two-year college degree from an accredited college or university with coursework in finance or business, OR four years of relatable experience.

• Demonstrated experience reviewing contract language, identifying non-standard terms, and preparing redlines using approved templates or standard positions.

• Experience supporting negotiation of contract terms and conditions with customers, vendors, or internal stakeholders.

• Familiarity with common commercial contract terms, exception handling, and escalation of legal or business risk items.

PREFERRED QUALIFICATIONS AND EXPERIENCES:

• Experience with administering license renewal contracts.

• Experience with CRM tools.

PERSONAL ATTRIBUTES:

• Outstanding interpersonal skills, ability to communicate at all levels of the organization and with staff at remote locations as well as customers.

• Strong organizational skills, conflict-resolution, problem-solving and creative skills as well as the ability to make decisions based on sound judgment using accurate and timely analysis of available data.

• Advanced customer service skills with exceptional follow-through.

• Able to effectively handle stressful situations and manage multiple tasks simultaneously.

• High level of integrity and dependability with a strong sense of urgency and results-orientation.

• Strong verbal and written skills to effectively represent the company to customers over the phone and via email.

OTHER SKILLS & ABILITIES:

• Working knowledge of project management processes, procedures, and tools.

• Strong computer skills to document and track contract related activities and utilize online vendor portals. Strong working knowledge of Microsoft Office products is preferred.

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• The duties of this job require the employee to effectively talk and hear English language communications.

• The employee is required to stand, walk, climb, sit and use hands and fingers.

• Some light lifting of objects is required.

• Reaching, grasping, and carrying activities required.

• Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.

• Above average intellectual ability and excellent judgment are needed to deal effectively with a wide range of problem solving and troubleshooting activities.

• This job is primarily located in a private office.

• The noise level in the work environment is usually moderate.

• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations.

"Essential duties and responsibilities" describe those functions considered to be essential to the performance of the job. All requirements may be modified to reasonably accommodate individuals with disabilities.

Communications Engineering Company is an Equal Opportunity/Affirmative Action Employer. We are committed to achieving and maintaining a diverse workforce. Qualified females, minorities, veterans and disa