Order Manager

 

Description:

You will be an excellent communicator with a passion for delivering an outstanding customer experience with high attention to detail.

 

As a member of our Order Management Ethernet Team, you will be responsible for the end-to-end implementation of our Ethernet and back up services, and accountable for on time delivery to our customers.

 

The Order Manager role involves liaising with key suppliers, internal departments and customers through all stages of the order management journey, initiating key activities

 

to meet agreed timescales. You will keep customers and key stakeholders fully informed of updates on their order status.

 

This role will suit candidates with strong analytical skills, with an understanding of the provision and delivery of communication services. Experience gained within a Communications or IT Services provider will be advantageous.

 

Key Responsibilities

 

· Pro-actively process and manage Ethernet and back up orders with an aim to deliver within the expected timescales.

 

· Take ownership and manage multiple deliverables at various stages of provisioning, and of varying levels of complexity.

 

· Responsible for delivering a service that provides an excellent customer experience.

 

· Handle calls and emails interactions with customers, providing appropriate responses, working towards an appropriate solution to their query, owning the case to resolution and providing regular updates to the customer.

 

· Raise and manage both internal and external customer escalations.

 

· Co-ordinate across the business the provision of complex solutions through to completion

 

· Managing Projects which can contain multiple Ethernet circuits and back up services. Creating and sending a weekly WIP report and joining customer meetings if required.

 

· Exception handling in the event of order delay or failure.

 

· Engage with the wider business (Pre Sales and Sales Support, Sales, Project Management, Product Management, Technical Support, Solutions Architects, Partner Experience and Service Managers) to deliver the right solutions required.

 

· Liaising with key suppliers to deliver against expectations, and collaboratively managing and maintaining effective working relationships.

 

· Identify & implement areas for improvement (product, system or process).

 

Candidate Profile

 

· Experience in a Provisioning / Order Management role; or experience of working within an ISP or Managed Services Provider

 

· Excellent communicator able to interface and establish relationships at all levels and to people of varying technical capability

 

· Exposure to or experience of dealing with key suppliers such as Openreach, BT Wholesale, Vodafone and TalkTalk Business

 

· Excellent Customer Service Skills with a high standard of written and verbal communication

 

· Ability to work to and meet deadlines, managing own workload with minimal supervision

 

· Strong analytical and problem-solving skills

 

· Able to work on own initiative

 

· Supports their teammates

 

· Takes and gives feedback

 

· Embracing and demonstrating Zen values and happiness objectives

 

· Kind, understanding, and listens to others

 

· Organised workload with strong attention to detail