Order Administrator

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Job Description Summary:

Job Description:

Essential Duties and Responsibilities include the following (Other duties may be assigned.)

• 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.

Knowledge, Skills and Abilities 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.

Education and/or Experience Requirements:

• 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.
• 4-year+ college preferred.