Order Management Specialist

The Telrace Lifecycle Delivery team provides easy, proactive customer service using the PM Best Practices and ITIL CSI methodology while deploying the most recent IT technology that provides our clients a simple, customized and reliable network experience.

• Handle TES Data Wireline Implementation.
• Support all project ordering activities for TES non Federal customers.
• Provide leadership support to the TES vendor ordering team and perform vendor management duties.
• Partner with Business Operations, L&D and IT to streamline processes impacting overall delivery of service.
• Conduct regular Team Meetings with Life Cycle Implementation teams/Vendor support teams.
• Participate on Telrace's weekly Staff Calls to learn about upcoming projects and customer visits, and provide updates regarding Implementation and Service Delivery.
• Participate on Telrace's Forecast and End of Month Calls to assist with how the order should be implemented.
• Visit Customers with Account Teams in the field to represent the Implementation Process/Address Executive Levels on Customer Escalations; both internally and externally.
• Attend weekly calls with customers and/or account teams; as needed.
• Provide direction and guidance to the team on complex orders and complex escalations.
• Lead the team towards achieving team metrics including but limited to: CSAT, Ordering interval and all Revenue targets.
• Assist with prioritizing orders when escalations occur.