Order Specialist - Carrier

Summary

The Order Specialist oversees the order lifecycle from receipt to fulfillment, while operating at a high level, and with minimal guidance from leadership. The Order Specialist is responsible for being resourceful, detail-oriented, and ensuring that all orders are processed effectively, accurately, and in a timely manner in order to provide the best partner experience during the post-sales process. Order Specialists may be assigned to a carrier or cable specialization.

Essential Job Duties

• Oversee entire order lifecycle from receipt to fulfillment, including order entry, processing, and tracking, and within SLA
• Ensure all assigned orders are processed effectively, accurately, and in a timely manner, contributing to overall partner satisfaction and operational efficiencies
• Submit and track orders, and review and update order record in CRM tool
• Maintain accurate records of all assigned orders, including customer information, order details, and status updates
• Address and resolve any issues or discrepancies that arise during the order process
• Serve as primary point of contact for partners regarding order status, inquiries, and issues, providing regular updates to partners about their orders and managing their expectations effectively
• Communicate complex information to partner in an easy-to-understand way
• Effectively make educated recommendations to partners based on knowledge gained from supplier and team trainings
• Manage escalated order-related concerns and ensure they are resolved promptly and within SLA, bringing in resources or escalating to the next level as appropriate
• Maintain effective working relationships with sales teams in-region, and attend sales calls if needed
• Carrier order specialist will order AT&T/ACC, Verizon, Lumen and Mobility.
• Cable order specialist will order all cable suppliers, utilizing tools where available (i.e. the CableFinder tool)
• All carrier and cable order specialists will be cross trained to order all carrier and cable suppliers, and utilize tools where available
• Act as backup support for other team members as required
• Attend all company and team meetings.
• Participate in training sessions and product introductions with suppliers
• Other duties as assigned
  
  

Reporting Relationships

• Reports to Supervisor, Order Fulfillment
  
  

Requirements

• 5 or more years of customer service, account management or equivalent experience required
• 3 years of telecommunications or equivalent industry experience required
• Ability to attend supplier training and retain information in order to effectively make educated recommendations to partners
• Ability to successfully perform daily job responsibilities with minimal direction from leadership
• Resourceful attitude and the ability to find answers and solve problems
• Team player who can manage multiple priorities while meeting deadlines
• Ability to provide good follow up
• Demonstrated ability to collaborate cross functionally
• Acute attention to detail required
• Must be able to communicate effectively and professionally, both in writing and verbally
  
  

Preferred

• RPM experience preferred
• CableFinder experience preferred
  
  

Physical Requirements

• Ability to sit or stand at a computer terminal for long periods of time.
• Ability to lift up to 15 pounds.
  
  

Compensation

Compensation Range: $60,000 - $65,000

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 8 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F