Order Specialist, Sales Velocity

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.

POSITION SUMMARY:

The Order Specialist position is part of a multi-function team whose main purpose is to provide an effortless customer experience while monitoring Sales Opportunities for our Sales organization by translating the pricing and technical details into the creation of a Service Order or multiple Service Orders. The Order Specialist will also create Move, Add, Change, Reprice, and Billing Account Change orders. This position works with multiple internal teams, and their requests for orders, ranging from Optimization, Churn Mitigation and Customer Care. The position is responsible for accurate record / entry which ensures correct reporting of Sales, Commissions and the business data. Candidates must be able to successfully thrive in an entrepreneurial environment and adjust to a rapidly growing and changing organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(These responsibilities must be performed with or without reasonable accommodation.)

• Maximize customer satisfaction with Zayo products and services by creating all types of orders. Review sales orders for completeness and accuracy as required for auditing for appropriate pricing. Ensure special pricing, promotions, and discount structures have been applied, and gather missing information when necessary. Adhere to Quality assurance and industry regulatory requirements to be sure contracts, policies and procedures are in alignment with legal and regulatory definitions.
• Communicates and interacts with external customers.
• Opportunity / Order Administration including creation, processing, project managing, troubleshooting and resolution on relevant order concerns
• Real-time support for sales and other internal groups
• Project manage solutions process, including escalations
• Possess a thorough understanding of Zayo’s products and services offerings. Maintaining knowledge and guides on the order process while staying up to date and being the subject matter expert on entrance criteria / processing / non-standard requests.

  When applicable, pass required tests and/or certifications

• Ensure the integrity of Company customer records by accurately and thoroughly documenting all communication(s) with internal customers within applicable automated systems.
• Identify areas of process improvement to streamline order efficiency/data loading/bulk processing/automation/integration
• Verify and ensure data integrity and accuracy within Salesforce.com CRM system
• Keep abreast of changing technology/trends in the telecommunications industry.
•  Requires the ability to meet inflexible deadlines; perform non-predictive multiple tasks; and handle order conflicts to a successful resolution.
• Develop and nurture strong inter-departmental communications to ensure timely resolution of customer and sales issues and concerns
• Assist as a key business process owner, and sales organization liaison, in IT system development
• Maintain sense of urgency and response to inquiries within established Service Level Agreements
• Participate in departmental projects as needed
• Perform other related duties or projects as assigned
• Be available for business travel, as required

SCOPE OF POSITION

Works under general supervision. No supervisory responsibility. This position has a direct impact on both sales and customer satisfaction. Failure to effectively perform the essential functions of the job can result in substantial short or long-term impact on revenues and could negatively impact customer satisfaction. Position requires specific knowledge of company products, services and automated systems. Frequent internal contact with employees from other departments.

QUALIFICATIONS:

• Bachelor’s degree or higher with a business related focus is preferred
• Previous Customer Service or Sales Support experience demonstrating the ability to resolve issues and to effectively interface with internal teams while researching an issue.
• A minimum of 2 or more years in the Telecom industry required
• Strong computer skills including proficiency with Microsoft Office and database software and concepts, familiarity with data management is required.
• Demonstrated ability to use multiple database systems
• Active listening and the ability to communicate effectively and professionally via phone, electronic media, and face to face interactions.
• Ability to collaborate effectively with a large number of business units to ensure successful customer installations.
• Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, technical, or schedule form, and quickly adapt to new products, processes, and technologies.
• Effective verbal and written communication skills sufficient to manage difficult interactions and facilitate conflict resolution. Negotiate resolutions and know when to enlist support and assistance from others.
• Ability to work independently or on a team, support team objectives, take initiative and promote a positive team spirit.
• Requires an individual who is detail oriented with superb organizational skills and the ability to prioritize. Monitors and checks own work for accuracy and quality.
• Requires an ability to be flexible and adaptable with work schedule and demands to meet strict deadlines under no or minimal supervision. 

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Base pay range: $58,000-85,000, 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.