Order Management Specialist

2 weeks ago

Bengaluru, India HCLTech Full time

Order Managements primary responsibility is to ensure the order is verified, keyed, submitted and is completed and flows to billing. The process involves several handoffs and complexities based on the region, Customer, product and other variations depending on services sold.

Responsibilities include:

  • Order verification (OVC) and Order Entry
  • Data gathering and order verification with the customer to include:
  • Customer name and technical and site contacts, site readiness
  • Products ordered, product intervals and customer delivery date requirements
  • Review order status communication plan
  • Confirm all documentation and Customer information provided by Sales,
  • Solution Architect, Global Client Services and the Customer is complete
  • Update and complete order information
  • Submit order to provisioning

Fallout / Exception Order Management:

  • Track assigned orders, resolve order fallout tasks and drive resolution of order rejections
  • Escalate to supplier organizations on orders requiring action
  • Confirm that all pre-work activities related to activation are complete
  • Coordinate test and install
  • Scheduling activation
  • Perform all Order Management fallout functions, generally tied to groups of orders for a single client or project
  • Provide senior level support for escalated orders, high visibility clients, and high revenue orders
  • Manage and resolve fallout in specialty areas such as circuit provisioning and Network builds
  • Provide vendor partner oversight

Skills and Qualifications

  • Mandatory knowledge of Telecommunications, Networking Technologies, and Solutions Mandatory
  • SFDC tool & processes knowledge
  • Must have the ability to deliver written and verbal messages with customers
  • Requires critical thinking in the decision-making process
  • Overall technical aptitude and forward thinking
  • Must be English literate and numerate
  • Strong customer service focus with drive to deliver a world-class customer experience
  • Clear confident communicator with strong written and verbal presentation skills
  • Ability to work on own initiative with minimal supervision and also as part of a wider project/team
  • Perform well under pressure to meet deadlines
  • High attention to detail, data accuracy and quality of input
  • 3+ years demonstrable experience in a Business to Business (B2B) / Corporate Environment
  • Problem management skills and strong analytical skills.

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