CB Order Management Specialist I - COE
PURPOSEPrepares the coordination for new, upgrade/downgrade, disconnects, and transfer projects associated with Cox Business customers. Performs quality assurance and verification of all Sales documentation and ensures accuracy and integrity of customer data which is essential for moving Cox Business approved orders into the Order Management System (OMS) i.e OPTIX, TOMS and BID. Performs order entry of service codes and ensures accurate billing. Fields questions from customers on details of services being installed and correct preparedness procedures. This position works directly with Cox Business Supervisor / Manager as well as inside and outside sales departments to ensure that orders are accurate, complete, and entered in a timely fashion. This position also handles and responds to inquiries through phone, mail, or email contacts with customers by fielding and escalating customer issues to their Supervisor / Manager.
This position is not limited to local market support and can be responsible for multi-markets fulfillment activities.
This position supports the SMB and inside sales channels but can also work closely with the Government, Enterprise, and Public Sector segmentation team by providing support for large, complex, and multisite customers (e.g. national carriers, government, large retail, etc.). This role requires attention to detail as orders are highly complex and may require partnership with others (e.g. construction, sales, etc.). Supports longer term sales cycles (e.g. multiple weeks to months). Requires a high level of professionalism due to level and types of clients.
MAJOR TASKS•Schedule Simple / Simple+ Orders in ICOMS and CRM tools•QC All Simple / Simple+ Sales Order Entry Data (Sales package)•Key Orders from CRM Tools into ICOMS•Provide Simple / Simple+ Sales Support to all Sales channels•Provides Simple / Simple+ Sales support and order coordination for multi-markets•The OMS I will handle all Orders, both Simple and Simple+ as defined by Cox Business (e.g. CBI, VoiceMgr, video and IPC)•Coordinates medium to large and/or moderately complex projects under some supervision•Assists the Sales Department with all orders from initial sale through submit order•Pull, review and breakdown Customer Service Record (CSR) •Request ICOMS House Account (when required)•Verify Proposal for address serviceability, services and pricing and confirm appropriate customer paperwork is complete and accurate, Verify Tax Exempt status and completion of necessary forms•Enters customer order data and billing information into ICOMS and Order Management System (OMS) in an accurate and timely manner•Obtain additional Contact Information (Tech, Billing, BAA, Primary, Vendor, etc.)•Upload all required documents such as Order Package/Sales Package documents, IRR into OMS and submit CIR•Verify accuracy of service codes, term and pricing in OMS and match OMS service to ICOMS services•Perform or drive OMS, ICOMS data base clean up tasks completion (resolve discrepancies) during the proposal development process to drive greater order accuracy•Correct issues with Order Package/Sales Package (Proposal, Contacts, Forms, etc.)•Obtain property owner information and submit Building Access Request•Enter all post-sales information into tracking system as appropriate•Coordinates installation dates and times with dispatch and customer, schedules customer due date in ICOMS and OMS •Adheres to procedural and administrative aspects of customer installation•Fields and reviews customer inquiries, problems, requests, and suggestions; works with Order Manager(s) to determine appropriate solutions and/or responses•Ability to escalate and communicate customer needs to internal workgroup•Provides departmental support to Project Manager - Order Management I, II and III personnel •Abides to processes and regulatory knowledge as needed during the pre-installation phase•Communicates relevant information to all internal team members, such as change in schedule dates•Manage Incomplete Queue and resolve “change required” or rejected orders•Enter provisioning details into OMS (DTW, DL, Account Codes, etc.)•Contact customer to review order details and accuracy and/or requesting updated documents or signature•Submit order in OMS•Government contract and PO management and thorough understanding of Government and their process (i.e. state, local, county, federal and education).•Provides and understands unique servicing needs of Enterprise customers (i.e. customer specific ordering forms).•Assists MACD with product conversion orders to drive greater accuracy.•Verify that the term and expiration in OMS aligns with DOB in ICOMS.•Assist sales with ICB unique proposal creation
SUPERVISION Reports to Supervisor or Manager of Order ManagementQualifications
QUALIFICATIONS REQUIRED • 2+ years of experience required in related field (i.e. Administrative, Data Entry etc.). • Requires knowledge ICOMS and OMS (order management systems), and proficient in Windows based applications (Word and Excel).• Excellent interpersonal and customer service skills, the ability to work independently and as part of a team.• Ability to meet deadlines with attention to detail.• Works effectively with teams throughout organization.
PREFERRED • High School or GED equivalency. • Experience in telecommunications industry desired.
Your Career at Cox From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives. Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare and 401k) and a best-in-class working environment. Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: http://www.cox.com/. Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.
Organization: Cox Communications, Inc.
Primary Location: US-AZ-Phoenix-20401 N. 29th Avenue
Employee Status: Regular
Job Level: Individual Contributor
Shift: Day Job
Unposting Date: 2017-03-24