Job Description
Order Assurance Specialist:
Role Summary:
GTT Order Assurance Specialist is an integral part of the Service Delivery team. Working with sales teams ensuring requests are processed with speed and accuracy during order entry support. data capture & upload and order validation. You will be expected to work with internal stakeholders such as Sales, Service Design, Vendor Co-ordinators, and Service Delivery Order Owners to achieve our goal of providing operational excellence to GTT clients.
This function is client facing requiring courteous and professional communication over the phone and via e-mail. Documentation and progress updates will be maintained throughout the process, reviewing resulting information provided making secondary requests to secure information from sales teams or the client, formatting orders, producing order documentation, and uploading client signatures, all while ensuring clean order entry into the service delivery lifecycle. This role is fast paced and attention to detail is critical.
Duties and Responsibilities:
• Conversion of quotes to orders as part of the order entry process
• Collaboratively review and verify order specific data needed is present post order creation
• Work with sales or client to secure missing data tied to clean order process and populate required fields to allow order progression
• Validate solutions are accurately quoted and information provided allows correct access ordering while ensuring clean order delivery
• Manage workload and maintain consistency with accurate and timely handover to internal teams
• Manage expectation by meeting KPI’s & Internal SLA’s while providing meaningful updates to internal and external stakeholders
• Maintains internal product-specific knowledge through knowledge sharing and internal training
• Build and maintain good stakeholder relationships
• Document and clearly communicate daily progress on workload
• Document and effectively communicate challenges preventing task completion
• Perform any other duties as assigned by leadership
*Senior Order Assurance Specialist:
Role Summary:
GTT Senior Order Assurance Specialist is an integral part of the Service Delivery team, assuring gathering the data needed for a clean order to be progressed further in the delivery process. This function is a key to ensure reduce of the lead time and clean process within the service delivery lifecycle. You will be expected to work with internal teams such as sales teams, sales engineering, billing team, complex bid analysts team, service design analysts, service delivery team, vendor ordering team & project management, to achieve our goal of providing operational excellence to our GTT clients.
Duties and Responsibilities:
• Administrating the correct information in accordance to the customer desires and the overall technical solution.
• Review service designs and quoted access solutions to ensure the order is accurate/up to date and adheres to GTT standards – commercial, system wise, design aspect.
• Collaboratively review purchase order structure and items, design product and/or service solution, gather and provide the required data needed for the service being delivered.
• Manage workload and maintain consistency to ensure accurate and timely handover to internal teams.
• Build and maintain good stakeholder relationships and work to improve customer (internal/external) satisfaction to decrease churn.
• Works with sales account team/complex bid team to ensure solutions are accurately quoted and progressed correctly ensuring a clean delivery on client services.
• External communication with clients to be gathered additional technical information.
• Manage expectation by meeting KPI’s & Internal SLA’s while providing meaningful updates to external and internal stakeholders.
• Maintains internal product specific knowledge/ CMD processes in order progressing - through self-learning, knowledge sharing and internal collaborations with Product Management and Engineering.
• Document and clearly communicate daily progress.
• Document and effectively communicate challenges preventing appropriate progress.
• Take ownership for assigned projects and manage the internal teams, for the respective KPIs to be met along with achieving operational excellence.
• Provide guidance, training and support to all new employees joining the team.
• Perform any other duties as assigned by leadership.
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