Specialist-Sales Order Support

Job Description

REQUIREMENTS

• Associates degree (or higher) -OR- 2+ years professional work experience.
• 2+ years’ experience in telecommunications.
• Ability to plan, organize, and control multiple tasks and projects.
• Ability to resource, organize and deploy a strong team and foster a spirit of team play.
• Knowledge of appropriate tools for the system(s) preferred, which may include Project, Word, Excel, and PowerPoint.
• Ability to rapidly assimilate key business objectives of the business unit being supported by the project.
• Proven track record of accomplishments in the responsibilities listed for this position.

RESPONSIBILITIES

Order Processing and Administration

• Create and submit service orders.
• Enter orders into order entry system with limited information received from Sales.
• Coordinate bulk orders received from Sales teams by creating linked accounts in hierarchical order.
• Assign network hardware and equipment based on account type and compatibility with bulk accounts.
• Process specialized order types such as pre-sale orders and manually submitted web orders.
• Review orders for accuracy and completeness prior to submission.

Order Issue Resolution and Modifications

• Investigate and resolve moderately complex order issues resulting from system errors or processing exceptions.
• Process standard service order modifications, including updates to equipment or non-contractual products, in accordance with documented requirements.
• Recreate or submit orders following service disconnects or account reinstatement when appropriate, escalating non-standard or high-risk situations for review.
• Monitor internal problem orders/customers, follow up and ensure progress is being made to resolve issues.

Sales and Field Operations Support

• Verify orders contain all requirements to be provision service to the customer as requested.
• Provide support for orders requiring additional attention after submission.
• Assist field technicians with order updates or corrections while on site.
• Contact customers to schedule or reschedule appointments.

Operational Projects and Process Support

• Keep up to date on new product offerings and process changes associated with products and apply this information to order provisioning processes.
• Assist with operational initiatives and system or service transition projects.
• Contribute to process improvements related to order processing and workflow efficiency.

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