| The Service Order Specialist is responsible for the timely, accurate, and compliant execution of orders received from the Retail Sales organization into the appropriate OSS systems. The performed activities of this position include order assessment and entry, order clarification management, and other activities as required in fulfilling customer orders. The Order Fulfillment Specialist reviews, plans and proactively manages fulfilling a customer contract into the appropriate OSS systems to ensure customer and company requirements are met. This is a role which has critical interactions with Sales, Sales Support, Pricing, Coordination, Provisioning, Engineering, and Billing teams as appropriate to complete order fulfillment tasks. The Service Order Specialist is also responsible to ensure all customer signature/acknowledgement and technical required documents are received and appear to be executed properly prior to processing. This position is responsible to build the service items signed for by the customer accurately into the OSS systems for provisioning and billing as specified within the order packet submitted. Additionally, the Service Order Specialist is responsible for outlining any missing or inaccurate documents or information to the Sales and/or Sales Support Teams. |
| Responsibilities include but are not limited to: |
| Key Responsibilities: Interacts directly with Sales, Sales Engineers, Sales Support, Coordination and Billing Teams to ensure orders are processed in a manner which delivers EarthLink customers the best customer experience possible. Successfully process simple and complex requests using approved processes within the appropriate OSS systems. Consistently meets average productivity targets on a daily basis. Establish and maintain communications, as needed, with key Sales and Sales Support stakeholders throughout the order fulfillment process into the OSS’s. Review, analyze and build orders into the OSS systems in a timely and accurate manner. Adhere to company ordering policies and processes to ensure SOX compliance. Communicate with Sales and other departments as needed on order specifications, additional needs or special handling requirements via the OSS systems. Identify and select submission/processing defects within the appropriate OSS systems. Proactively escalate and seek resolution to issues related to meeting order processing commitments. Support and adopt requirements to integrate new products into the OSS infrastructures. Collaborate & manage orders, with peers and other departments, to execute large multi-business deals |
| Qualifications: |
| Position Requirements: Required Skills/Competencies: 1- 2 years Transactional Order Enrichment Experience Preferred Strong Computer skills, e.g. Outlook, Microsoft Excel, Word Highly organized/able to handle multiple tasks simultaneously High level of accuracy and attention to detail Outstanding verbal and written communication skills Ability to work occasional overtime (evenings and/or weekends) during peak volume periods and/or during OSS implementations Desired Characteristics Prior experience in a customer order processing environment with the ability to successfully manage through potential order detail discrepancies. Proactive & Resourceful Consistently able to use above average analytical skills, has good comprehension and problem solving skills Ability to work in a fast-paced team environment with ability to maintain self-discipline to ensure an accurate product is released into the OSS’s Experience using the following OSS systems is preferred, but not required: STARS, OMS, Wizord, Ocean, Metasolv, TBS, and WAVE Must be able and willing to learn new systems, applications and processes as developed and released for use Minimum Education: High School Diploma/GED Equivalent TO APPLY GO TO http://goo.gl/ybPqHL |