Order Analyst III

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.