Order Management Specialist

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a committed Tier II Order Management Specialist to join our team. In this position, you will be responsible for reviewing customer order requests, assessing contractual obligations, and creating orders based on this information. Our Tier II Order Management Specialist will manage these orders through to completion and provide follow-up for any coordination needs that may arise thereafter. The Tier II Order Management Specialist is essential in ensuring accurate order input and fostering effective communication with our customers.
Responsibilities:

• Triage and address tier 2 customer support cases on a daily basis.

• Facilitate and oversee the processing of orders pertaining to disconnections or cancellations.

• Maintain a comprehensive understanding of ASRs, disconnects, service orders, contracts, and general inquiries related to Zayo.

• Provide professional telephone support as required.

• Document and report on work quality to internal management and vendors.

• Attend daily and weekly meetings, both in person and remotely, to discuss performance, outcomes, and organizational success.

• Adhere to all internal and external regulations, policies, and guidelines regarding customer and company proprietary information.

• Interpret, enhance, and ensure compliance with company order acceptance standards.

• Review and manage orders within established service level agreements.

• Streamline the overall delivery workflow to improve the customer experience.

• Oversee daily and quarterly responsibilities, ensuring all orders are accurately accounted for financial reporting.

• Collaborate with Sales, Engineering, and Deal Management stakeholders to identify opportunities for process improvement and troubleshooting.

• Engage directly with customers or internal employees to address questions, concerns, order deadlines, and expectations.

Qualifications

• Bachelor's degree with a minimum of 3 (three) years of related experience is required. Additional years of experience may be used in lieu of degree requirement.

• Minimum of 3 (three) years of experience in Customer Service, preferred.

• Minimum of 2 (two) years in the telecom industry, preferred.

• Proficiency with Salesforce reports and dashboards is advantageous.

• Excellent verbal and written communication skills.

• Ability to multitask and manage competing requests in a professional manner.

• Desire to understand processes, identify improvements, and implement change.

• Basic understanding of telecommunications products.

• Strong analytical, planning, organizational, interpersonal, and problem-solving skills are critical for success in this position.

Base Pay Range: $56,300 - $75,050 USD/annually, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.