Job Summary
The role of SME Order Management Voice focuses on managing complex telecom orders and end to end order to cash workflows for global customers in a hybrid work model. The specialist will ensure accurate order capture validation and fulfillment while safeguarding customer experience offerings and supporting continuous process improvements that enhance operational efficiency and service quality.
Responsibilities
Manage end to end telecom order management activities by validating order details coordinating with internal teams and ensuring accurate and timely order fulfillment across the order to cash cycle.Execute customer specific order processing steps by interpreting telecom product configurations and applying business rules to prevent errors and rework.Monitor order queues and voice based requests by prioritizing critical cases and resolving order blocks or discrepancies within agreed timelines.Handle voice based customer and stakeholder calls by capturing requirements clarifying order information and documenting all updates in the system of record.Perform root cause analysis on failed or delayed orders by identifying process gaps and recommending corrective actions that improve order quality.Collaborate with billing and finance partners by aligning order data with invoice requirements to ensure accurate revenue recognition in the order to cash workflow.Coordinate with provisioning logistics and technical support teams by tracking order milestones and proactively addressing issues that can delay service activation.Apply customer experience offerings guidelines by ensuring that each order reflects the promised service levels commitments and communication standards.Prepare daily and weekly order performance reports by summarizing volumes cycle times and defects to support operational reviews.Support process documentation and standard operating procedures by updating work instructions when new telecom products or workflows are introduced.Contribute to continuous improvement initiatives by sharing insights from recurring order issues and suggesting practical enhancements to tools or processes.Utilize case management and order management tools by maintaining accurate status updates and ensuring complete audit trails for all customer orders.Adhere to compliance data privacy and quality standards by following defined checks and controls in every order handling activity.Deliver high quality service in a hybrid work model by effectively managing time coordinating with on site and remote teams and maintaining strong communication using digital collaboration channels.Provide mentoring support to new team members by sharing best practices in telecom order handling and customer communication focused on consistency and accuracy.
Qualifications
Possess five to eight years of hands on experience in telecom order management with strong exposure to complex order capture validation and fulfillment activities.Demonstrate solid understanding of end to end order to cash workflows including order entry provisioning coordination billing alignment and issue resolution.Exhibit practical knowledge of customer experience offerings by applying customer centric thinking to improve interactions communication and service outcomes.Apply working familiarity with store operations concepts such as inventory alignment and point of sale coordination when applicable to telecom orders.Show proficiency in using enterprise order management and case management tools while maintaining high levels of accuracy and attention to detail.Communicate clearly in voice based and written interactions with customers and internal stakeholders using structured and professional language.Display strong analytical and problem solving skills by interpreting data identifying patterns of failure and proposing realistic process improvements.Maintain flexibility to work in a day shift hybrid model while collaborating effectively with cross functional teams across different time zones when required.
Certifications Required
ITIL Foundation certification or equivalent service management credential preferred for telecom order management professionals.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
