Order Analyst III

2 weeks ago

Noida, India Transaction Network Services Full time

Job Description

Order Processing:

- Handle complex and high-value orders with minimal supervision;
- Receive and review customer orders for accuracy, completeness, and compliance with company policies and contractual obligations;
- Process customer orders accurately and efficiently in the order management system.

Communication:

- Collaborate with customers to clarify order specifications and resolve any discrepancies promptly and professionally;
- Coordinate with internal departments, including sales, product, and implementation teams, to facilitate order fulfillment.

Documentation:

- Generate and maintain accurate records of orders, processes and procedures;
- Ensure proper documentation and compliance with relevant company policies and relevant SLAs.

Issue Resolution:

- Identify and resolve order related issues utilizing the first contact resolution framework;
- Collaborate with internal teams, and escalate as required, to address and resolve complex issues.

Customer Service:

- Provide excellent customer service by addressing inquiries and concerns related to orders;
- Work proactively to enhance the overall customer experience.

Continuous Improvement:

- Participate in process improvement initiatives to enhance the efficiency of the order processing workflow;
- Propose and implement improvements to optimize order fulfillment procedures.

Required Qualifications:

- High school diploma or equivalent;
- 3-4 years direct experience working in a high volume, fast paced organization, providing front line order management and customer service;
- Effective communication and interpersonal skills, both verbal and written;
- Proficient in using order processing systems and Microsoft Office.
- Excellent organizational and time management skills;
- Ability to define problems, collect data, establish facts, and draw appropriate conclusions;
- Strong attention to detail, and capable of breaking down processes into documented workflow;
- English is mandatory (speaking and writing).

Preferred Qualifications:

- Associate degree or 5+ years equivalent order management experience;
- Experience with Salesforce CRM
- Knowledge of wireless telecommunications, services, solutions and clients.

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