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Order Management Specialist

2 meses atrás

João Pessoa, Paraíba, Brasil Transaction Network Services Tempo inteiro
Order Processor III Job Description

An exceptional team of professionals collaborates daily to drive TNS' success from both professional and personal perspectives.

Overview

The Order Processor III is a senior-level position that plays a crucial role in ensuring accurate and efficient order processing, contributing to overall customer satisfaction. This position provides front-line operations order management for all communication products and services with a strong emphasis on processes and procedures, data integrity, documentation, inter-departmental communication, and business-to-business accountability.

Key Responsibilities:

  • Order Processing: Handle complex and high-value orders with minimal supervision; receive and review customer orders for accuracy, completeness, and compliance with company policies and contractual obligations; process customer orders accurately and efficiently in the order management system.
  • Communication: Collaborate with customers to clarify order specifications and resolve any discrepancies promptly and professionally; coordinate with internal departments, including sales, product, and implementation teams, to facilitate order fulfillment.
  • Documentation: Generate and maintain accurate records of orders, processes, and procedures; ensure proper documentation and compliance with relevant company policies and relevant SLAs.
  • Issue Resolution: Identify and resolve order-related issues utilizing the first contact resolution framework; collaborate with internal teams and escalate as required to address and resolve complex issues.
  • Customer Service: Provide excellent customer service by addressing inquiries and concerns related to orders; work proactively to enhance the overall customer experience.
  • Continuous Improvement: Participate in process improvement initiatives to enhance the efficiency of the order processing workflow; propose and implement improvements to optimize order fulfillment procedures.

Required Qualifications:

  • High school diploma or equivalent;
  • 3-4 years direct experience working in a high-volume, fast-paced organization, providing front-line order management and customer service;
  • Effective communication and interpersonal skills, both verbal and written;
  • Proficient in using order processing systems and Microsoft Office.
  • Excellent organizational and time management skills;
  • Ability to define problems, collect data, establish facts, and draw appropriate conclusions;
  • Strong attention to detail and capable of breaking down processes into documented workflow.

Preferred Qualifications:

  • Associate degree or 5+ years equivalent order management experience;
  • Experience with Salesforce CRM;
  • Knowledge of wireless telecommunications, services, solutions, and clients.

Benefits:

  • Health insurance;
  • Dental plan;
  • Life insurance;
  • Meal/Food voucher;
  • Wellhub;
  • Totalpass;
  • LinkedIn Learning;
  • EAP – Employee Assistance Program;
  • Scout – Referral Program;
  • Birthday Day Off;
  • Career Mentoring;
  • Connect with HR;
  • Wedding gift.

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.