We are looking for an Order Management Specialist with the Polish language to work with our stable and international client in Romania in Bucharest!
You will be Responsible & Accountable for customer orders end to end across the globe with accountability for the management of all internal and external suppliers within the Service Delivery process Access (Circuits) and CPE (Routers) delivery and co-ordinating Test & Turn up / Migration activities, until handover for the final test with the Customer.
Key responsibilities will include access, asset ordering, workflow & inventory management within the Service Delivery process until handover into Service Assurance. The role holder should ensure that functional teams complete their tasks in a timely manner so that the right first-time service is delivered to our customers.
Responsibilities:
Establish initial communication with the customer (‘welcome call’) for incoming new orders and provide regular updates through the delivery until order closure.
Responsible for the end to end relationship for both internal and external customers. Take responsibility for service implementation and act as the primary interface for customers, internal departments and business partners or all implementation activities throughout the whole order life cycle within given timescales. Where required provide reporting to the customer as per defined formats.
Ensure all KCI (Keep Customer Informed)/KPI (Key Performance Index) are delivered against agreed targets working with organisations to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.
Manage customer escalations/expedite in line with the escalation/expedite process, provide root cause analysis outcome on failed installs to customer.
Responsible for customer satisfaction (Net Promotor Score, NPS) measures in relation to the provisioning stages of all orders assigned and managed on behalf of the customer.
Perform order validation with the customer and update order records if necessary.
Act as the single point of contact for all internal and external escalations, expedites and inquiries related to order delivery.
Manage the order workflow in internal systems (CRM applications), asset inventory and other business applications provided or agreed by business to ensure all are reflecting the current state of the delivery.
Accountable for ordering and tracking multiple and complex infrastructure products and services, including but not limited to access and CPE ordering.
The skills and experience you need:
Fluent Polish and English (min. B2)
Customer-focused mindset
Expert level knowledge in using Office Productivity tools like Excel, PowerPoint and Outlook, MS teams etc.
Drive for performance and results proactively
Team player, open and co-operative
Out of the box thinking
Systemic & analytical thinking
Self-confidence and self-sufficient while working alone
Strong communication and stakeholder management skills – both verbal and written
Experience in managing complex processes and multiple suppliers is preferred.
Ability to quickly oversee complex processes and products.
Problem-solving and initiating corrective actions
Ability to analyse and respond to complex customer service requirements.
Able to manage multiple tasks, customers and priorities in a demanding environment.
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