Mega Walkin for Order Management TL/ Manager

1 week ago

bangalore, India HCLTech Full time
Mega Walkin for Order Management
Work Location - Bangalore
Interview Location Technologies Limited
8 th Floor Unit-B Aviator Building Itpl SEZ Whitefield Road, Bengaluru, Karnataka 560066
Experience: 6 Years to 15 Years only eligible
Interview Timing: 10 am -2pm
Interview Date: Sat, 14-Sep-2024
HR Spoc : Yanosh/Samrin
1) E1 Band –JD
Order Management & Telecom Experience is preferred
Who we are: We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be
Job Role: Order Management
Background - Order Management, Order to Cash, O2C, Order entry, Quoting/Quote, Invoicing/Invoice, , Sales Order Management, Order Fulfilment, Supply Chain, SCM, Order processing.
Responsibilities include:
Order verification (OVC) and Order Entry
Validate the pre- order received. In case of additional information needed, the MAC (Move Add Change) team shall refer the pre-order back to the Client sales team
Validate technical/site
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
Obtain CSR (Customer Service Record) for porting requests submitted through the client order to cash platform
Scrub & Validate CSR to ensure numbers on the pre-order are located on the CSR
Reserve the appropriate telephone numbers
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
Responsible to update the price impacting quotes for change orders
Manage and resolve fallout in specialty areas such as circuit provisioning and Network builds
Provide vendor partner oversight
Coordinate CPE (circuit provisioning) delivery and managed services activation (if applicable)
Ensure order completion
Validate order sent to billing
Skills and Qualifications
General knowledge of Telecommunications, Networking Technologies, and Solutions
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
5+ years demonstrable experience in a Business to Business (B2B) / Corporate Environment
Problem management skills and strong analytical skills
3) E3 Band JD:
Order Management & Telecom Experience is preferred
Roles & Responsibilities
● Need to have experience in handling a team of 15-20 FTEs.
● Review quoting and contracting data provided by internal sales team, inclusive of products.
● Acts as SME to Quotation Process, supporting with guidance on BAU activities.
● Create install, move/add/alter, amendments quote for existing and new logo Customers.
● Utilize the Workflow Management tool to review and process all assigned cases and tasks.
● Create quote/contract/order activity within designated systems depending on the request assigned on order to cash platforms, such as the Current Platform, Proposal Manager, Premisys, etc.
● Interface with sales and Customers to secure pricing/quote/order approval
● Progress cases through quoting, contracting, and order submission process.
● Collect ordering data from Customers and keying orders into designated systems (initiating TEV, ESS, Staging as required)
● Meet/exceed quoting, contracting, and order submission SLAs.
● Interact with all lines of business as required to complete a quoting/ordering task efficiently.
● Engage and escalate with internal vendor management, IT, and other supplier organizations, when required, to ensure timely progression of quote and order submission.
● Manages performance and behavior of direct reports through effective 1:1 meeting, coaching, and mentoring.
● Excellent Communications skills, both verbal and Non-Verbal
Skill-set
● General knowledge and understanding of Telecommunications, and Networking Technologies,
● SFDC, Quoting, Ordering and Workflow Management systems & processes knowledge.
● Must have the ability to deliver written and verbal messages with customers and sales.
● Requires critical thinking in the decision-making process.
● Overall technical aptitude and forward thinking
● Must be English literate and know the business level fluency in the local language.
● 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 as part of a wider project/team.
● Perform well under pressure to meet deadlines.
● High attention to detail, data accuracy and quality of input
● Problem management skills and strong analytical skills
●Generally, requires a B. Tech/BA degree and/or a minimum of 6-8 years’ experience with networks (voice and data), and customer service experience.

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