Order Processing Specialist

Zayo is seeking an Order Processing Specialist to be part of a multi-function team whose main purpose is to provide an effortless customer experience while monitoring sales opportunities for our Sales organization by translating the pricing and technical details into the creation of inquiries and Service Orders. The Order Processing Specialist creates move, add, change, reprice, and billing account change orders. This position will also be responsible for the creation and maintenance of accounts and data integrity in Microsoft Dynamics 365 CRM. This position works with multiple internal teams to address their requests for inquiries and orders that can range from optimization, churn mitigation to customer care. The position is responsible for accurate records and entries which ensures correct reporting of Sales, Commissions and the business data. Candidates must be able to successfully thrive in an entrepreneurial environment and adjust to a rapidly growing and changing organization. 
   

RESPONSIBILITIES: 

• Maximize customer satisfaction with Zayo products and services by creating all types of orders.

• Review sales orders for completeness and accuracy as required for auditing for appropriate pricing.

• Ensure special pricing, promotions, and discount structures have been applied, and gather missing information when necessary. Adhere to Quality assurance and industry regulatory requirements to be sure contracts, policies and procedures are in alignment with legal and regulatory definitions.

• Opportunity / Order Administration including creation, processing, project managing, troubleshooting and resolution on relevant order concerns.

• Order creation and sales opportunity closure in Dynamics, ensuring fast and accurate order submission.

• Act as a check and balance to ensure everything requested in forms are on the bid.

• Initiate the form process postings through opportunity, inquiry, and planner task creation.​​​​​​​ ​​

• Review ​inquir​ies​ and order requests, internal technology stack ownership to evaluate and identify the correct system to govern the order, ensuring seamless project handoff to implementation teams. 

• Strategically assess and resolve incomplete order data, ensuring accurate and timely order fulfillment in alignment with organizational standards. 

• Partner with Sales, Solutions Engineering, and Pricing to create client-facing quotes for Zayo services.

• Manage and organize customer accounts and ensure data integrity measurements are met within the Microsoft Dynamics CRM environment.

• Verify and ensure data integrity and accuracy within Salesforce.com CRM system.

• Collaborate with the Reporting and Analytics team to ensure data integrity between Salesforce and Dynamics, specifically for new revenue and churn reporting.

• Manage workload by seamlessly navigating between Salesforce and Dynamics, ensuring data integrity between systems.

• Work cross-functionally with internal departments to research and resolve account-related issues, ensuring timely and effective solutions for clients and account managers.

• Communicates and interacts with external customers.

• Real-time support for sales and other internal groups, including report building and assisting internal groups with navigation of Dynamics and Salesforce.

• Project manage solutions process, including escalations.

• Possess a thorough understanding of Zayo’s products and services offerings.  Maintaining knowledge on the order process while staying up to date and being the subject matter expert on entrance criteria / processing / non-standard requests. When applicable, pass required tests and/or certifications.

• Ensure the integrity of Company customer records by accurately and thoroughly documenting all communication(s) with internal customers within applicable automated systems.

• Identify areas of process improvement to streamline order efficiency/data loading/bulk processing/automation/integration.

• Keep abreast of changing technology/trends in the telecommunications industry.

• Requires the ability to meet inflexible deadlines; perform non-predictive multiple tasks; and handle order conflicts to a successful resolution. 

• Develop and nurture strong inter-departmental communications to ensure timely resolution of customer and sales issues and concerns.

• Assist as a key business process owner, and sales organization liaison, in IT system development.

• Maintain sense of urgency and response to inquiries within established Service Level Agreements.

• Participate in departmental projects as needed.Perform other related duties or projects as assigned. 

QUALIFICATIONS: 

• ​​Bachelor’s degree or higher with a business related focus. ​​ ​

• Minimum of three (3) years of experience in ​Customer Service or Sales Support experience demonstrating the ability to resolve issues and to effectively interface with internal teams while researching an issue. ​

• Minimum of two (2) years of Telecom experience required. ​

• Strong computer skills including proficiency with Microsoft Office and database software and concepts, familiarity with data management is required. ​​

• Demonstrated ability to use multiple database systems. 

• ​​Active listening and the ability to communicate effectively and professionally via phone, electronic media, and face to face interactions. 

• ​​Ability to collaborate effectively with a large number of business units to ensure successful customer installations. ​​

• Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, technical, or schedule form, and quickly adapt to new products, processes, and technologies. 

• ​​Effective verbal and written communication skills sufficient to manage difficult interactions and facilitate conflict resolution.  Negotiate resolutions and know when to enlist support and assistance from others. 

• ​​Ability to work independently or on a team, support team objectives, take initiative and promote a positive team spirit. 

• ​​Requires an individual who is detail oriented with superb organizational skills and the ability to prioritize. Monitors and checks own work for accuracy and quality. 

• ​​Requires an ability to be flexible and adaptable with work schedule and demands to meet strict deadlines under moderate supervision. 

Estimated Base Salary Range: $53,200.00 - $ 82,000.00 USD/annually.

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