Analyst - Order Management

Position: Analyst - Order Management Territory/Location: Pune/Bangalore About Sakon: Sakon helps enterprise clients and their trusted service providers transform their device environments and maximize network price-to-performance. Solutions are delivered through a vital combination of award-winning cloud-first platforms and seasoned telecom service practitioners. It’s a blending of technology and human talent that has enabled hundreds of the largest global enterprises to understand, manage, and transform their device and communication service estates. Job Overview The Sakon Analyst Order Management is a key member of our ordering support team, providing that meaningful first connection with our clients. Our team has excellent client service skills and is driven to provide high quality support by addressing a broad range of order requests and accurately placing approved orders in client-approved vendor portals. Our order management analysts are trained to handle complex requests such as ordering new smartphones, plans and accessories, making service activation and change requests, assisting clients with product selection, and explaining rate plans and features as approved by their company policies. Key Responsibilities • Review and interpret order requests to accurately enter order data in global telecom vendor portals or via email to buy, terminate, move and change telecom products and services. • Gather critical order related information from vendors such as shipping tracking number, device details and other while navigating between multiple tools and systems to update order request through order completion. • Co-ordinate with Clients, Partners, and Vendors, validating pricing details, resolving discrepancies or disputes, and assuring clear communication resulting in a positive result while maintaining compliance with client business rules and established processing Service Level Agreements. • Use problem-solving skills when working with internal global teams to resolve any ordering related questions and understanding the downstream impacts of the order process • Maintain all requisite documentation including vendor order forms, communication logs, contract/quote documents login setup for customers and daily trackers in Excel and the work queue management. Requirements • Excellent English reading, comprehension and writing skills and the ability to communicate effectively in English with a neutral or US accent • One to two years of order management experience and the ability to identify and resolve order issues to effectively process the order request • Highly responsive and self-motivated, able to meet tight deadlines and maintain quality while working under pressure and with minimum supervision • Experience with mobile device/ plans and troubleshooting methods, both client and vendor • Knowledge of Microsoft Office products including Excel, Word, and PowerPoint • Willingness to work in flexible night shifts