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Order Management Specialist

Company: BCI
Location: Northwood
Posted on: May 27, 2023

Job Description:

For over 25 years, Telesystem has been empowering businesses across the country with a range of innovative network, communication and collaboration solutions designed to address the business-specific needs of each customer, such as SD-WAN, Managed WiFi, Hosted VoIP, Managed Security, Dedicated Internet, and Unified Communications. Guided by strategic partnerships and a customer-centric mission, these customized solutions are backed with white-glove implementation and 24/7 US-based support.

Telesystem currently delivers enterprise collaboration solutions and networking services to businesses in 45 states, DC and four foreign countries. Our customers include hospitals, universities, local public and private school districts, banks, multi-location retail establishments and regional government offices, to name a few.

JOB TITLE: Order Management Specialist

DIVISION: Network Operations

DEPARTMENT: Facilities

JOB SUMMARY: Responsible for providing an effortless customer experience while managing existing service changes for a large base of customers. The Order Management Specialist will facilitate move, add, change and disconnect requests from the sales team and/or customers by generating service orders for their requests. In addition to these responsibilities, the Order Management Specialist will be involved in process improvement and efficiency to streamline these requests.

This position reports to the Supervisor, Service Delivery Carrier Management Administration.

This position regularly supports: Installation Supervisor; Sales; Sales Administration; Accounting; Billing; Inventory Control Analyst; Central Office Supervisor; ILECS, CLECS; Third Party Carriers/Trading Partners; IXC's; Manager, VoIP Engineering; Design Engineering; Marketing; Customer Service; Network Operations; Industry Regulatory Offices; BAS


  • Works all move, add, change, and disconnect orders
  • Verifies customer contract dates and charges Term Liability when necessary
  • Communicates and coordinates with the customer to gather all information necessary to complete the order, including but not limited to phone number information, phone features, equipment returns
  • Effectively communicates due dates to customers for order completion
  • Orders equipment when necessary to complete the order
  • Updates telephone cut sheets if phone information has been added or changed
  • Schedules migrations to new technology if necessary
  • Creates tasks in the order management system for the provisioning, carrier management, support, and sales groups when they need to be engaged to complete the order
  • Facilitates customer meetings, including Customer Calls and Training
  • Closes out orders in the billing system to ensure that the customer is appropriately billed
  • Follows the Company's policies and procedures, including the EEO guidelines and safety, at all times.
  • Performing any miscellaneous duties as needed.


    Education and Experience
    • High school diploma/equivalent - required
    • Three years prior telecommunication and/or relevant work experience - required
    • Minimum 1 year Customer Service Experience - required
    • Competence in PC's and business software in a Windows environment, including knowledge of Microsoft Office - required

      Core Competencies
      • Agile - Embraces change; adaptable and flexible; sense of urgency;
      • Innovative - Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
      • Customer Focused - External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
      • Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict;
      • Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.

        Job Specific Competencies
        • Deliver Results - Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
        • Displays Leadership - Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen

          • Experience managing escalations with minimal management intervention required.
          • Ability to adapt to a dynamic, fast-paced and ever-changing environment.
          • Excellent interpersonal, verbal and written communication.
          • Strong analytical, problem-solving skills, project management and organizational skills.
          • High integrity and strong business ethics.
          • Team player with a great passion to succeed.
          • Knowledge and proficiency in PC applications including Microsoft Office.
          • Excellent customer service and soft skills as the team directly interacts with customers.
          • Post-secondary education in a related field or equivalent work experience a plus.
          • Manage multiple projects simultaneously (while prioritizing responsibilities).
          • Strong written and verbal communication skills.
          • Ability to quickly learn and adapt to changing policies and technologies.
          • Strong technical reading/writing ability required.
          • Critical thinking skills and adaptability.
          • Strong organizational and communication skills.
          • Work overtime as requested by management to maintain efficiency & production.
          • Organization, problem solving, communication and project management skills.

            Other Requirements
            • Background record that meets Company standards;
            • Reliable means of transportation at all times;
            • Present professional appearance and demeanor;
            • Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.
            • Valid driver's license and driving record that meets company standards at all times

              PHYSICAL DEMANDS

              Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 30 lbs. is occasionally needed.

              • The Order Management Specialist position is a full time non-exempt position. The regular work hours are between 8:00-5:00 pm, Monday - Friday. These hours may vary to accommodate the needs of the department.
              • Overtime may be required and must be approved in advance by the supervisor.
              • The Order Management Specialist position works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, typewriters and FAX equipment.
              • The Company is a drug-free workplace. All employees are required to adhere to the Company's drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
              • The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.


                Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

                The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

                I am in receipt of a copy of this job description. I understand my supervisor's explanation of what is expected of me in this position and of each of my questions regarding my job responsibilities. By signing this document, I agree to work towards the successful achievement of the above tasks.

                Telesystem is an Equal Opportunity Employer (EOE).

Keywords: BCI, Toledo , Order Management Specialist, Executive , Northwood, Ohio

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