Order Specialist - Carrier

Summary:

The Order Specialist oversees the order lifecycle from receipt to fulfillment, while operating at a high level, and with minimal guidance from leadership.

The Order Specialist is responsible for being resourceful, detail-oriented, and ensuring that all orders are processed effectively, accurately, and in a timely manner in order to provide the best partner experience during the post-sales process.

Order Specialists may be assigned to a carrier or cable specialization.

Essential Job Duties:


* Oversee entire order lifecycle from receipt to fulfillment, including order entry, processing, and tracking, and within SLA


* Ensure all assigned orders are processed effectively, accurately, and in a timely manner, contributing to overall partner satisfaction and operational efficiencies


* Submit and track orders, and review and update order record in CRM tool


* Maintain accurate records of all assigned orders, including customer information, order details, and status updates


* Address and resolve any issues or discrepancies that arise during the order process


* Serve as primary point of contact for partners regarding order status, inquiries, and issues, providing regular updates to partners about their orders and managing their expectations effectively


* Communicate complex information to partner in an easy-to-understand way


* Effectively make educated recommendations to partners based on knowledge gained from supplier and team trainings


* Manage escalated order-related concerns and ensure they are resolved promptly and within SLA, bringing in resources or escalating to the next level as appropriate


* Maintain effective working relationships with sales teams in-region, and attend sales calls if needed


* Carrier order specialist will order AT&T/ACC, Verizon, Lumen and Mobility.


* Cable order specialist will order all cable suppliers, utilizing tools where available (i.e.

the CableFinder tool)


* All carrier and cable order specialists will be cross trained to order all carrier and cable suppliers, and utilize tools where available


* Act as backup support for other team members as required


* Attend all company and team meetings.


* Participate in training sessions and product introductions with suppliers


* Other duties as assigned

Reporting Relationships:


* Reports to Supervisor, Order Fulfillment

Requirements:


* 5 or more years of customer service, account management or equivalent experience required


* 3+ years of telecommunications or equivalent industry experience required


* Ability to attend supplier training and retain information in order to effectively make educated recommendations to partners


* Ability to successfully perform daily job responsibilities with minimal direction from leadership


* Resourceful attitude and the ability to find answers and solve problems


* Team player who can manage multiple priorities while me...