Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.
Client Order Specialist
As a Client Order Specialist, you will facilitate the creation of accounts, contracts and invoices across all Intrado Digital Media products. The job will require product and software expertise as you act as a cross-departmental liaison for the Business, Legal, Finance, Account Management and Service teams. Additionally, you will be responsible for delivering excellent customer service while resolving client billing inquiries in an accurate and timely manner. The Client Order Specialist enhances the customer experience through owning billing query resolution, order review, and client implementation.
In managing and administering the Order process, the Client Order Specialist should:
Be accountable for adhering to Business Controls and SLAs;
Be responsible for ensuring that approvals are in place;
Confirm all documentation is in order before sending for countersignature;
Obtain information required to process orders;
Initiate order fulfilment and monitor billing to ensure information is correct;
Manage cancellation notices and input them through the system;
Partner with Account Management and legal;
Perform order confirmation and review billing cycles with the customer.
In owning Billing Query resolutions, the Client Order Specialist should:
Be resourceful when undertaking research and take the necessary corrective actions according to the applicable guidelines, and process credits/rebills where required;
Coordinate with other internal teams where needed, and updates requestor on process of queries;
Field client billing queries via phone and email, co-ordinate resolution with stakeholders, provide clients with regular updates until resolution is met.
In supporting the Service Team and Business, the Client Order Specialist should:
Be responsible for all necessary and common activities concerning creating and approving accounts, assisting with opportunities, approvals, contracts, contract negotiations, and accurately entering information into systems in a timely manner;
Provide expertise and understand cause and effect of actions and system limitations to meet client expectations;
Partner with service teams on specific client cases to understand client asset portfolio and billing;
Be a Subject Matter Expert of other teams supported
1-2 years of professional experience required. Previous order and billing customer support experience preferred.
Customer service experience in a fast-paced environment and strong ability to multi-task
Knowledge, Skills and Abilities:
Excellent communication skills both written and oral
Excellent Customer Service skills
IT Literate with familiarity with MS Office (Word, Excel, Outlook) and the ability to learn new systems quickly
Familiarity with Salesforce is beneficial
Familiarity with a Lead to Cash process is beneficial
Familiarity with Contracts is beneficial
Excellent telephone manner essential
Ability to keep accurate records
Positively motivated individual able to take responsibility
Polite, persistent and patient
Ability to work on own initiative, and as part of a team
Flexible approach to working, able to work under pressure.
Organized, capable of prioritizing, able to work to agreed deadlines
Honest, reliable and committed to the success of Intrado Digital Media
Travel / Physical Demands
Travel typically less than 10%. Office and Work-from-home environment. No special physical demands required.
Our solutions connect people with each other, and the information needed to gain insights for better decisions on the issues that matter most
Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer
West Asset Management, Inc.