Order Administrator

📋 Description

• • As an Order Administrator at Birch Finance Inc., you will be a pivotal member of our Sales and Service Delivery teams, ensuring the seamless and accurate processing of all customer sales orders. Your role is crucial in bridging the gap between our sales efforts and the successful implementation of our solutions, directly impacting customer satisfaction and operational efficiency.
• • You will be the primary point of contact for Sales Agents, Channels, Service Delivery Representatives, Team Leads, Team Managers, and ultimately, our valued customers, regarding the intake and management of sales orders. This involves meticulously entering complete sales orders into our operating systems, maintaining a high degree of accuracy to prevent downstream issues.
• • A significant part of your responsibility will be to provide timely and accurate status updates on orders, offering comprehensive support to both the Sales Teams and the Service Delivery Department. This proactive communication is key to managing expectations and fostering trust.
• • The Order Administration Team, of which you will be an integral part, is responsible for the initial welcoming of new customers to Birch Finance. This includes a thorough review of contract and contact details, validating the proposed solutions to ensure they meet customer needs, and establishing realistic project timelines.
• • You will play a critical role in setting appropriate expectations with customers from the outset, ensuring they understand the process, timelines, and requirements for a successful implementation. This proactive approach minimizes surprises and enhances the overall customer onboarding experience.
• • Your duties will extend to making any necessary edits or adjustments to quotes, both pre- and post-order conversion. You will own all activities related to the order from its initial entry through to the completion of the 'Consult' task, ensuring a smooth transition to the implementation phase.
• • Specifically, you will be responsible for verifying the accuracy and completeness of all new customer orders, entering them into our Order Processing System (OSS) with exceptional precision. This requires a keen eye for detail and a commitment to data integrity.
• • You will actively engage with customers to validate contract details, confirm contact information, verify the suitability of the proposed solution, clarify provisioning details, and ensure all necessary paperwork is obtained. This validation process is essential for a positive onboarding experience and a successful service delivery.
• • Collaboration with the Sales Engineering team will be necessary, as needed, to confirm that the proposed solution will function correctly and meet all technical requirements before order processing proceeds.
• • You will be responsible for obtaining explicit customer approval or signature before converting a quote into the OSS, especially for any changes that introduce additional Monthly Recurring Revenue (MRR).
• • Ensuring that orders are fully prepared and ready for coordination is a key deliverable before performing a warm hand-off to the Implementation Team and formally closing the 'Consult' task.
• • You will maintain clear and consistent communication regarding the status of pending order activities with Service Delivery Representatives, ensuring alignment and efficiency.
• • Developing, establishing, and maintaining positive working relationships with multiple internal teams, including Sales, Service Delivery, and Engineering, is paramount. Your ability to collaborate effectively will be crucial in meeting or exceeding delivery goals.
• • You will be expected to meet all required deadlines consistently, demonstrating reliability and a commitment to operational targets.
• • Handling all email and phone communications from the Sales team concerning orders submitted to Service Delivery will be a core function, requiring prompt and accurate responses.
• • Escalating issues to team leads and managers as needed, providing clear and concise information for resolution, is an important aspect of the role.
• • You will work collaboratively with cross-functional teams on assigned projects aimed at improving the overall customer service experience within Service Delivery, Sales, and Birch Finance as a whole.
• • Providing support for other departmental projects as required will showcase your versatility and commitment to the company's broader objectives.
• • You will actively participate in opportunities for personal and professional development, contributing to your growth and the team's collective expertise.
• • Meeting and exceeding assigned service levels and maintaining expected reliability standards are key performance indicators for this role.
• • Building strong external and internal relationships through exceptional problem-solving, taking ownership of issues, and ensuring thorough follow-through will be a hallmark of your contribution.