Order Specialist
Remote
CyberNet Communications is a leading telecom carrier, technology service provider, and IT consulting company. We are dedicated to delivering innovative solutions and exceptional service to our customers. Join our dynamic team and be part of a company that values growth, collaboration, and excellence.
Job Description: We are seeking a detail-oriented and proactive Order Specialist to join our team. This role involves elements of telecommunication provisioning, including ordering network elements, circuits, and connectivity for customers, processing disputes for network and underlying vendor invoices, and managing tasks, tickets, and products assigned to them in Odoo, our ERP system.
- Order network elements, circuits, and connectivity for customers.
- Analyze and review vendor invoices to ensure accurate billing based on purchase orders.
- Process and own the dispute resolution process for inaccurate vendor invoices.
- Follow and manage tasks, tickets, and products assigned in Odoo ERP.
- Collaborate with internal teams to ensure timely and accurate order fulfillment.
- Maintain detailed records and documentation of orders and disputes.
- Provide exceptional customer service and support.
- Coordinate with telecom carriers and vendors to ensure seamless provisioning.
- Monitor and troubleshoot provisioning issues to ensure service quality.
- Project coordination of customer moves, adds, changes, and disconnect orders.
- Build inventory records in our CRM utilizing CSRs.
- Assist in analyzing carrier bills, including contract terms and rates, and placing those requirements into our Odoo ERP system.
- Ensure carriers, vendors, and underlying providers adhere to SLAs and required timelines for service delivery.
Job Description
Manage and support customers with new orders, MAC (Moves, Adds, Changes) orders, move orders, complex orders, and disconnect orders.
Resolve billing tickets related to orders.
Escalate and monitor outages.
Project manage all orders through to completion.
Communicate with customers during disconnections/offboards, including managing the equipment return process.
Manage inventory related to ordering hardware, ensuring minimum stock levels in the warehouse.
- Conduct detailed reviews of vendor invoices to verify charges against purchase orders.
- Identify discrepancies and initiate dispute processes with vendors.
- Track and analyze dispute resolution progress to ensure timely resolution.
- Generate reports on invoice discrepancies and dispute outcomes.
- Utilize data analysis to improve order accuracy and vendor relations.
Key Qualifications
Excellent written and oral English skills
Excellent written and oral English skills
Familiarity with telecom networks and IT services.
Problem-solving abilities and a proactive approach.
Ability to work under pressure and multitask.
Proactive, self-motivated, and determined attitude.
Ability to work independently and as part of a team.
Candidate's Profile
Previous industry experience in 24 x 7 Network Operation Center or call Center.
Someone who is flexible and proactive.
Creative mindset, problem solver, service oriented and self-learning skills.
Innovative attitude, stress resistant, team player, flexible.
Great organizational and interpersonal skills.
Desired / Required Skills
Experience with ERP systems, preferably Odoo.
Excellent communication and interpersonal skills.
Proven experience in order management or telecommunication provisioning.
Knowledge of telecom provisioning processes and systems.
Ability to understand, analyze, and explain Telco USOCs on CSRs.
High understanding of Telecom contracts.
Background in analyzing invoices for legacy telco products (e.g., POTS, PBX, DSL, ISDN BRI and PRI, MPLS, SONET, DS1, DS3, Digitally Trunked T1, Centrex).
What We Offer:
Team Excellence
Work alongside & learn from best-in-class talent!
Career Growth
Opportunities for career advancement and skill development.
Fixed Hours
Work during Pacific time zone 9 AM - 6 PM PST
Stability
Competitive Salary
Permanent Contract
