Order Administrator

Fusion Connect

10d

About The Position

This Order Administrator will work with all Sales Agents and Channels, Service Delivery Representatives, Team Leads, Team Managers and Customers to enter complete sales orders into Fusion Connect’s operating systems with a high degree of accuracy. They will provide status on orders and overall support to the Sales Teams and Service Delivery Department. The Order Administration Team will be responsible for welcoming customers to Fusion, reviewing contract & contact details, verifying solutions, establishing project timelines, setting appropriate expectations and obtaining all necessary documentation for a successful implementation. They will also make any necessary edits or adjustments to quotes pre- or post- order conversion and have responsibility for all activity through the Consult task.

Requirements

Excellent customer service skills.
Effective communicator, both written and verbal.
Ability to exercise tact and good interpersonal skills and keep customer information confidential.
Creative, resourceful, effective decision maker who can identify and problem solve issues efficiently.
Ability to read, understand and communicate technical documentation.
Be able to meet inflexible deadlines, perform non-predictive tasks and handle customer conflict to a successful resolution.
Strong work ethic and persistence combined with patience and a positive attitude.
Well established organizational and time management skills with an attention to detail.
Capability to multi-task, prioritize and delegate effectively in a dynamic, fast-paced environment with a sense of urgency.
1-2 years customer service experience
3-5 years telecommunications industry experience.
Must have working knowledge and basic understanding of Microsoft Services, POTs, Cloud, Voice and Data, Access Services & Managed Services.
Strong computer skills are a must: Outlook, Excel, Word, PowerPoint and Typing.

Nice To Haves

4-year+ college preferred.

Responsibilities

Responsible for verifying accuracy and completeness of all new Customer orders, entering orders into OSS systems with a high degree of precision.
Engage with Customers to validate contract details, contact information, solution validity, provisioning details, necessary paperwork and any change/edits that may be required post-sale, to help ensure a positive onboarding experience.
Engage Sales Engineering, as needed, to ensure solution will work correctly.
Obtain customer approval or signature before converting quote to OSS for any additional MRR.
Ensure orders are ready for coordination before performing warm hand-off to the Implementation Team and closing Consult task.
Communicate status of pending order activity with Service Delivery Representatives.
Develop, establish and maintain positive working relationships with multiple internal teams and others while working to meet or exceed delivery goals.
Meet all required deadlines.
Handle all e-mail/phone calls from Sales as it relates to orders submitted to Service Delivery.
Escalate issues to the team leads and team managers as needed.
Work as assigned with cross-functional teams to improve the overall customer service in Service Delivery and Sales and Fusion Communications as a whole.
Provide support for other departmental projects as needed.
Participate in opportunities to develop both personally and professionally.
To meet/exceed and maintain service levels as assigned by management.
To meet/exceed expected reliability standards.
Build external and internal relationships through exceptional problem solving, ownership and follow through.