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Order Management Specialist

2 months ago

Par, Cornwall, United Kingdom Unity Communications Full time
About the Role

We are seeking a highly skilled and experienced Order Management Specialist to join our team at Unity Communications. As an Order Management Specialist, you will play a critical role in ensuring the smooth execution of our order management lifecycle.

Key Responsibilities
  • Provide accurate and real-time order status and installation updates to customers and internal stakeholders.
  • Identify and report orders hitting roadblocks, and work with cross-functional teams to resolve issues.
  • Develop and maintain a deep understanding of third-party carrier systems and processes.
  • Manage internal customer relationship management (CRM) updates and associated tasks.
  • Coordinate with various levels of sales operations and carrier cross-functional groups to ensure seamless order execution.
  • Review contracts and validate services to ensure accuracy and compliance.
  • Notify carriers of any order updates that do not meet expected timelines.
  • Consistently meet organizational scorecard productivity and quality metrics.
  • Serve as a team lead or subject-matter expert for colleagues, providing guidance and support as needed.
  • Guide team members on matters of process and organizational compliance.
  • Proactively identify opportunities for procedural improvement and recommend solutions to enhance order management efficiency.
  • Develop standards, processes, and procedures for the team to ensure consistency and quality.
  • Act as a single point of contact for the order management lifecycle, providing exceptional customer service and support.
  • Stay up-to-date on construction dependencies, including structured cabling and right of entry.
  • Study data services and solutions, including dynamic routing, static routing, and topology.
  • Understand voice services, including hosted private branch exchange (PBX).
  • Exercise independent judgment and discretion whenever necessary to resolve complex order management issues.
  • Help resolve systemic process gaps and issues, and implement appropriate quality assurance mechanisms.
Requirements
  • Bachelor's degree in an equivalent field of study or certification (combination of both a plus).
  • 1-2 years of related experience in order management, customer service, or a related field.
  • Ability to balance competing priorities and manage multiple tasks simultaneously.
  • Consistent attention to detail and ability to maintain accuracy in order management processes.
  • Ability to adapt quickly in a dynamic environment and respond to changing priorities.
  • Ability to build customer, business, and industry relationships through exceptional communication and interpersonal skills.
  • Ability to manage conflicts and collaborate cross-functionally with internal stakeholders.
  • Decision-making, negotiation, and problem-solving skills to resolve complex order management issues.
  • Technical knowledge and skills in order management, customer service, and related areas.
  • Ability to maintain punctual work attendance and adapt to variable schedules as necessary.
What We Offer
  • HMO coverage with two free dependents upon regularization.
  • VL/SL credits upon regularization.
  • Friendly and supportive work culture.
  • 13th-month pay and other Philippine government-mandated benefits.
  • Nontaxable allowances.
  • Pay increases, performance bonuses, birthday gifts, and many more.
Why Join Our Company

You look for a company whose senior management listens to what you are and aren't saying, and whose managers and team leads you can genuinely connect with. According to 99% of the current and previous employees, Unity Communications is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

Remote Work: No