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Order Support Specialist

Alpharetta, GA
Job/Position Summary:
This position is responsible for fulfilling all order requests quickly and correctly.  Their role is to continue to develop relationships and develop structure, enhance processes to provide the best possible order experience and to ensure that all teams involved meet their specified tasks that are required for the order.  The role will be required to work harmoniously with the Customer Support Manager, Warehouse Manager, Account Management team, IT Manager, Technical & Customer Support, Carrier Represent ivies and the Business Development Manager team specifically in order to provide the best outcome for the team and the customers.

Major Tasks, Responsibilities and Key Accountabilities:
  • Work closely with Business Development Managers, On Boarding Specialist and Representives to complete the orders
  • Maintains Peak-Ryzex’s professional and customer centric reputation
  • Meet and exceed  standard department SLAs
  • Continue to upgrade and improve customer service process along side manager
  • Responsible for establishing and maintaining professional working relations with customers
  • Account Lookup
  • Review Order Information
    • Verify Funding Documentation
      • Load Funding Documents to proper carrier departments
    • Verify Rate plans pricing
    • Verify Phone Pricing
    • Verify all account information
    • Submit Requested Credits (Via SFDC, CLSD, ETC.)
    • New Account Set up
    • Provides timely notification to customers on pricing, status on equipment, part backorders and anticipated availability
    • Verify All staging requirements
  • All Carrier and Hardware Order Entry
    • Phones
    • Accessories
    • Equipment, ETC.
    • RMA and Warranty
  • Enter and Audit orders in Sonar System
    • Communicate the correct Staging instructions to the warehouse
  • Advise and train peers on their accounts
    • Update process documents or statement of works
  • Work with Customer Service and Account Managers to complete daily activites
    • Rate Plan Changes
    • WLNP Port Request
  • All Carrier Order Entry
    • Phones
    • Accessories
    • Equipment, ETC.
  • Order Status
    • Sending Tracking information after order has shipped from the carrierWarehouse
    • Updating Carrier reps and customers of EOL or Back ordered items
  • Handset Related Questions
  • Attend and participate in company and or customer meetings as required
  • Bill Research
  • Customer Service Back up
  • Live2Support Chat
  • Ad Hoc Reporting
  • Sprint SFDC Quarterly Audit
Desired Skills & Experience
  • 1-2 Years of Customer Service, Call Center, Order/Data Entry or related experience
  • Wireless Carrier experience a plus but not required
  • Microsoft Suite experience (Word, Excel, Power Point, Outlook)
  • Telecom experience and knowledge (wireless preferred)
  • The ability to work and interact effectively in a team environment
  • Well-developed written and verbal skills
  • Ability to plan, schedule and monitor multiple concurrent tasks to meet agreed deliverables and deadlines
  • Must have strong customer service and customer responsiveness skills, and have the ability to communicate in a pro-active and professional manner
  • Demonstrated data entry accuracy and attention to detail a must
Physical Requirements 
  • Ability to lift and transport up to 10 lbs from floor to storage shelves and/or around the work location
Special Requirements 
  • May occasionally need to work after hours or on weekends.
  • Travel to other office locations and/or outside of the local area as needed to attend seminars, conferences or meetings
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