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Job Description Summary:
The Senior Manager of Order Administration oversees the team charged with handling all orders entered for Service Delivery by Sales or any other applicable teams. This team works with all Sales Agents and Channels, Service Delivery and other Business leaders to enter customer orders into the Fusion Connect data system, status orders and provide overall support to the Sales Team and other Service Delivery Department.
Job Description:
Essential Duties and Responsibilities include the following: (Other duties may be assigned.)
- Build relationships and support of Sales, Customer Experience, Service Delivery Teams and maintain high level of customer service with partners like Sales and Service Delivery and other Operations Teams.
- Lead a team who supports new orders closed won from Sales as the first entry point into Service Delivery for processing. This includes scrubbing sales opportunities for accuracy, welcoming the customer to Fusion and working to secure documentation required to complete install. Also, ensure orders are ready to submit before sending them to the project manager.
- Ensure Team has allocated work and manages their pipeline daily to ensure accurate and on-time delivery of solutions.
- The role includes working to create, enhance and implement key reports for Sales and Service Delivery orders that includes overall pipeline management.
- Ensure Fusion intervals are met for timely customer installs.
- Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities as department needs dictate.
- Managing a Team that can include day-to-day operations of the team including tasks, attendance, compliance, attrition and outages to minimize customer impact and ensure the team is meeting or exceeding delivery goals.
- Suggest ideas for improvement in interdepartmental relationships and processes within Sales and Service Delivery to provide excellent customer service
- Work as assigned with cross-functional teams to improve overall customer service in Service Delivery and Sales and Fusion Communications as a whole
- Provide support for other departmental projects as needed
- Identify internal and external service needs; and identify solutions and implement
- Contribute to an environment that empowers individuals while building a strong sense of team to meet/exceed and maintain service levels as assigned by management
- Develop, establish and maintain positive working relationships with multiple internal teams and others while working to meet or exceed delivery goals
Knowledge, Skills, and Abilities Requirements:
- Proven ability to deliver measurable results -- strong desire to engage with the Sales and Service Delivery teams to drive the results
- Demonstrated ability to influence across organizational boundaries
- Strong negotiation and decision-making skills
- Strong analytical, problem solving, decision-making and leadership skills are essential; works under minimal direction and uses independent judgment in decision-making
- Outstanding communication skills, both written and verbal
- Solid technical, industry and business knowledge
- Ability to exercise tact and good interpersonal skills
- Organizational and time management skills
- Be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing
Education and/or Experience Requirements:
- Ten (10) or more years of operations experience in a telecommunications environment
- Strong computer skills including Outlook, Excel, Word, PowerPoint and Sales Force.
- Bachelor's degree in Business, Management or a related field preferred.