The primary responsibility of the Carrier Sales Support Specialist is to assist the Carrier Sales Team in the pre and post sales process in order to help increase DQE communications revenue. Focus is on both the administration of the customer experience from close of the sale through service delivery & on administrative support responsibilities for the carrier sales team. This role will be to interface with sales, operations, billing, and have ongoing customer support, contract maintenance, and order tracking.
Work Closely with Carrier Sales Team to support Carrier Accounts including pricing proposals, order entry, order installation tracking
Quality control of Order Entry process
Concentration in accuracy of all order types
Work closely with operations, IP Engineering, and sales to provide status to customers
Work closely with Operations Project Management on project tracking reports and communications
Draft & send correspondence to Customers for order status, Firm Order Commitment, and completion
Track & control contractual obligations for compliance – including review of paperwork from company CRM database.
Assist in audit of system data in internal systems for billing, services, and maintaining integrity of data.
Responsible for maintaining accurate customer records and data in DQE’s CRM database
Responsible for maintaining accurate information in other DQE systems for reporting and accuracy.
Assist as needed in customer research and reports (i.e. Account Audits, circuit ID validations, coverage reports/expiration dates, specific carrier account reports, outage tickets, etc.)
Responsible for preparing quarterly carrier building lists, updating MSA consolidated sheet, contract SLA or ETL details, updating contact info in Customer Control Center, monthly Sales reports for management.
Assist sales team in order entry in CRM data base.
Assist sales team in large RFPs, generation of proposal documents & contractual agreements.
Utilize Microsoft Word, Microsoft Excel & Outlook to optimize customer communication specifically related to welcome letters, project updates, and customer inquiries
Analytical reporting skills that require advanced skills in Excel and ability to problem solve. Additional Responsibilities: Other duties as assigned
Required: College degree or equivalent is preferred. 2 - 3 yrs of experience in office environment, preferred experience working in telecommunications &/or variety of sales organizations.
Ability to work on multiple tasks & projects at once, including working with many different departments simultaneously.
Solid communication skills are a must.
Skills Abilities: Excellent communicator, both verbal and written, to communicate in a professional manner; Good organizational and problem-solving skills; Proficiency with presentation tools, Microsoft Word and advanced skills in Excel. Results oriented; Team Player. Bonus experience and skills include Netsuite, Connected2Fiber.
Scope: Primary focus is on daily deliverables, outputs and reporting. Typically accountable for managing one’s own time and work flow. Responsibilities are generally tactical in nature and work is typically of moderate to complex in nature requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base but has a solid foundation to act independently the majority of the time. Still draws on experts and managers when needed but less frequently.
Decision Impact: Problems and issues faced are vague. Draws on past experience on a regular basis. Accountable for direct level of reasoning and decision making.