Prepares the coordination for new, upgrade/downgrade, disconnects, and transfer projects associated with clients customers. Performs quality assurance and verification of all Sales documentation and ensures accuracy and integrity of customer data which is essential for moving clients Business approved orders into the Order Management System (OMS)i.e OPTIX, TOMS and BID. Performs order entry of service codes and ensures accurate billing.  Fields questions from customers on details of services being installed and correct preparedness procedures.  This position works directly with clients Business Supervisor / Manager as well as inside and outside sales departments to ensure that orders are accurate, complete, and entered in a timely fashion.  This position also handles and responds to inquiries through phone, mail, or email contacts with customers by fielding and escalating customer issues to their Supervisor / Manager.

This position is not limited to local market support and can be responsible for multi-markets fulfillment activities.

This position supports the SMB and inside sales channels but can also work closely with the Government, Enterprise, and Public Sector segmentation team by providing support for large, complex, and multisite customers (e.g. national carriers, government, large retail, etc.).  This role requires attention to detail as orders are highly complex and may require partnership with others (e.g. construction, sales, etc.).  Supports longer term sales cycles (e.g. multiple weeks to months).  Requires a high level of professionalism due to level and types of clients.

MAJOR TASKS

·         Schedule Simple / Simple+ Orders in ICOMS and CRM tools

·         QC All Simple / Simple+ Sales Order Entry Data (Sales package)

·         Key Orders from CRM Tools into ICOMS

·         Provide Simple / Simple+  Sales Support to all Sales channels

·         Provides Simple / Simple+  Sales support and order coordination for multi-markets

·         The OMS I will handle all Orders, both Simple and Simple+ as defined by clients Business (e.g. CBI, VoiceMgr, video and IPC)

·         Coordinates medium to large and/or moderately complex projects under some supervision

·         Assists the Sales Department with all orders from initial sale through submit order

·         Pull, review and breakdown Customer Service Record (CSR)

·         Request ICOMS House Account (when required)

·         Verify Proposal for address serviceability, services and pricing and confirm appropriate customer paperwork is complete and accurate, Verify Tax Exempt status and completion of necessary forms

·         Enters customer order data and billing information into ICOMS and Order Management System (OMS) in an accurate and timely manner

·         Obtain additional Contact Information (Tech, Billing, BAA, Primary, Vendor, etc.)

·         Upload all required documents such as Order Package/Sales Package documents, IRR into OMS and submit CIR

·         Verify accuracy of service codes, term and pricing in OMS and match OMS service to ICOMS services

·         Perform or drive OMS, ICOMS data base clean up tasks completion (resolve discrepancies) during the proposal development process to drive greater order accuracy

·         Correct issues with Order Package/Sales Package (Proposal, Contacts, Forms, etc.)

·         Obtain property owner information and submit Building Access Request

·         Enter all post-sales information into tracking system as appropriate

·         Coordinates installation dates and times with dispatch and customer, schedules customer due date in ICOMS and OMS

·         Adheres to procedural and administrative aspects of customer installation

·         Fields and reviews customer inquiries, problems, requests, and suggestions; works with Order Manager(s) to determine appropriate solutions and/or responses

·         Ability to escalate and communicate customer needs to internal workgroup

·         Provides departmental support to Project Manager - Order Management I, II and III personnel

·         Abides to processes and regulatory knowledge as needed during the pre-installation phase

·         Communicates relevant information to all internal team members, such as change in schedule dates

·         Manage Incomplete Queue and resolve “change required” or rejected orders

·         Enter provisioning details into OMS (DTW, DL, Account Codes, etc.)

·         Contact customer to review order details and accuracy and/or requesting updated documents or signature

·         Submit order in OMS

·         Government contract and PO management and thorough understanding of Government and their process (i.e. state, local, county, federal and education).

·         Provides and understands unique servicing needs of Enterprise customers (i.e. customer specific ordering forms).

·         Assists MACD with product conversion orders to drive greater accuracy.

·         Verify that the term and expiration in OMS aligns with DOB in ICOMS.

·         Assist sales with ICB unique proposal creation

SUPERVISION   Reports to Supervisor or Manager of Order Management

QUALIFICATIONS

REQUIRED

·         2+ years of experience required in related field (i.e. Administrative, Data Entry etc.). 

·         Requires knowledge ICOMS and OMS (order management systems), and proficient in Windows based applications (Word and Excel).

·         Excellent interpersonal and customer service skills, the ability to work independently and as part of a team.

·         Ability to meet deadlines with attention to detail.

·         Works effectively with teams throughout organization.

PREFERRED 

·         High School or GED equivalency. 

·         Experience in telecommunications industry desired.

Required Skills Required Experience

KNOWLEDGE, SKILLS AND ABILITIES:

• Willing and able to take the initiative and be proactive to fix issues before they create any problems
• Must be proficient in Microsoft Office applications, including Word, Excel, and Outlook
• Willingness to travel long distances on a daily basis (in-state driving, overnight stays, occasional out of state travel)
• Willingness to be on-call (beeper/cell phone)
• Able to configure network connections; gather, organize, analyze and troubleshoot network issues; employ support tools to trace network connectivity issues, diagnose problems and escalate to proper IT professional for resolution.
• Expert capabilities in triaging and remediating system problems and issues
• Strong skills and capabilities to evaluate and tune systems to allow them to run efficiently.
• Excellent Root/Cause analysis experience including the interpretation of Event logs, IIS logs,
• web.config, and Active Directory
• Database Experience, including SQL Profiler and other tools, Familiar with MS SQL, ORACLE
• Extensive network skills and experience including TCP/IP for UNIX and Windows; DHCP, DNS, WINS, Workgroups, Domains, Active Directory. Additionally, the configuration, management, and troubleshooting of firewall, switches, and routers.
• Must have excellent organizational skills and be able to manage time and prioritize his/her own tasks and other people's tasks
• Must have excellent analytical and problem-solving skills to be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors
• Must be able to operate independently with minimal supervision within established department/company practices and execute appropriate action
• Must be customer oriented
• Must have excellent verbal and written communication as well interpersonal skills to be able to interact effectively and precisely with company staff and clients

 PROBLEM SOLVING, CREATIVITY AND INNOVATION 

• Effectively produce, update and maintain all required status reports and documentation.
• Serve as the Train-The-Trainer to other technicians for customer requirements on processes, systems and maintenance procedures.
• Effectively applies the processes of related internal organizations such as QA, Tier 3, and CM to transition upgrades, patches, etc. into field programs.
• Ability to proficiently plan, schedule and install new systems, offices relocations, appropriate infrastructure changes for various programs.
• Research, compile, and analyze data to develop recommendations for appropriate business decisions and/or actions.
• Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Acts independently to determine methods and procedures on new assignments. Able to identify and solve new or unique problems using analysis of facts and/or previous solutions.
• Responsible for planning and carrying out assignments, resolving conflicts and coordinating work with others. Informs management of progress and potentially controversial matters.

LEADERSHIP 

• Performs independently to determine the appropriate methods and procedures on new assignments, projects or tasks.
• Leads, coaches, trains and mentors other team members through new assignments, complex issues, personal objectives and/or projects.
• Sets, manages and consistently meets individual objectives in connection with programs, regional and company initiatives.

COMMUNICATION 

• Communicate effectively with all levels within the company through project presentations, demonstrations and training.
• Know proper methods for writing, updating and maintaining technical documents.
• Excellent interaction skills at all levels within the customer’s organization including end user, management, and support teams.
• Acts as an information source and represents the company on projects specific to the area of expertise.
• Actively listens and solicits feedback from the customer to make process improvements.
• Strong interpersonal skills. Able to communicate effectively and tactfully with both customer management and technical staff.
• Able to discuss technical issues with non-technical team members and drive issues to resolution.
• Strong verbal and written technical communication skills involving internal and external support teams.

TEAMWORK AND PLANNING

• Active in building the technical support team for customer facing programs.
• Able to work effectively within customer teams and manage project deliverables
• Builds effective relationships with internal, external, peer technicians and management.
• Trains others and provide feedback on technology, products and processes.
• Applies business knowledge and understanding of customer requirements and commitments by adjusting schedules, travel requirements and allocating resources as needed within scope of responsibility.
• Recognizes obstacles during planning process, develops contingencies, recommends solutions and follows through with appropriate actions and with an awareness of budget constraints.
• Organizes complex information, implements actions and is responsible for short to medium term technical projects.
• Demonstrated ability to multi-task and prioritize.

TRAVEL REQUIREMENT, WORKING CONDITIONS AND PHYSICAL DEMANDS:

Travel requirement, such as:

• Must be able to travel occasional by air as needed to attend training, conferences, and related activities.
• Occasional overnight travel as required; should not exceed 10-20% of the time. Members of the Field Support organization may be required to be on call 24/7; and may be required to work during or after standard business hours.

Working Conditions:

• The work requires moderate physical effort with recurring lifting and/or moving of moderately heavy items in the 30-50 pound range and occasional lifting up to 75 pounds. Requires long periods of standing, walking, recurring bending, crouching, stooping, stretching, reaching, or similar activities.  Requires manual dexterity and ability to manipulate small objects.

Physical Demands:

• Office environment where the employee may sit comfortably to do the work.  Some walking, standing, bending, reaching, and carrying of light items such as papers, books, small parts; driving an automobile, etc.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, and other office equipment.
• The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30 pound range and occasional lifting up to 50 pounds.  Requires manual dexterity and ability to manipulate small objects.  May require normal range of hearing and vision to operate machinery.