Order Processing Engineer Job Description

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Follows established processes and procedures to perform customer service and administrative duties related to asset management of telecom devices. General duties and responsibilities will require accurate and timely responses via telephone, email, chat, or in person;


• Qualifies incoming orders and follows them through order entry, scheduling, configuration, and shipping processes moving toward contract fulfillment;
  Ensures all telecom devices work properly and is packaged and transported correctly;
  Assists with monitoring of telecom inventory, restocking procedures, and management of assets;


• Escalates problems and issues to a higher level of support as needed, including issues that require specific telecom carrier support efforts that could impact customer satisfaction;


• Logs and properly documents all issues and follow-up information systematically. Will help create and maintain documentation to ensure the team's knowledgebase is accurate;


• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns;


• Collect and organize data from various sources to produce and validate metrics related to the team's performance;


• Routinely communicate activities and support status to leadership staff;


• Successfully complete tasks or projects assigned by leadership staff;