Order Specialist - Carrier

About the position

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.

Responsibilities

• 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

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 meeting deadlines
• Ability to provide good follow up
• Demonstrated ability to collaborate cross functionally
• Acute attention to detail required
• Must be able to communicate effectively and professionally, both in writing and verbally

Nice-to-haves

• RPM experience preferred
• CableFinder experience preferred

Benefits

• Medical/dental/vision coverage
• Life insurance
• 401(k) plan with matching provision
• 128 hours of paid time off (PTO) each calendar year (prorated for date of hire)
• 8 paid company holidays