Position Title: Order Support Specialist - Network - S3
Company Summary:
Crown Castle is the nations largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demandconnecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, were the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.
We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, were an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.
Role
The Order Support Specialist position handles a variety of tasks in support of the sales organization. Their primary responsibility is to review, edit and then process complete and accurate sales orders into CRM. Order Support Specialist also handle office-related administrative functions as required. Making sure each office is equipped to support day-to-day activities. The Order Support Specialist works closely with the sales teams they support and with the other various departments involved in the sales order process, ensuring orders flow efficiently through the OSC/CRM system. The Order Support Specialist also act as liaisons between IS/IT, finance, legal and sales, keeping the sales teams abreast of sales-affecting system changes.
Responsibilities
Work closely with sales to obtain sold orders
Review orders for completeness and accuracy
Convert Pre-Orders to Orders
Complete project financial summary in CRM (using deal sheet or financial pricing tool financial metrics)
Reconcile order and reporting discrepancies
Work closely with Sales Engineers and Project Managers
Understand OSC/CRM and maintain familiarity with weekly CRM update calls and any WebEx trainings
Point of reference for Sales / provide OSC/CRM assistance
Work special projects as assigned
Provide administration support as needed
Validation Process:
Cross reference order documents against OSC/CRM (Customer name, MRC, NRC, term, product, bandwidth, promotion etc.)
Validate Reps listed in OSC/CRM (primary / secondary)
Validate the correct number of Opp Service Configs are entered for each Service requested
Confirm applicable Type II costs are captured on the Opp Service Configs and Services
Verify correct addresses are entered into the opp service config (address & floor) as indicated on the signed Service Order Form or PON/ASR
Confirm if a promotion is used it is entered in OSC/CRM
Comply with Sarbanes Oxley by making sure that all approvals have been included to the best of your knowledge
Review thenotes in the pre-order to ensure they can easily be translated
Verify A and Z contacts are entered in the Opp Service Config, if applicable; if not, have the AE enter them after creating the contact, if necessary, on the Account record
Confirm that the Order Notification contact and Primary Technical contact is entered on the Opportunity. If not, have the AE enter them, after creating the contact, if necessary, on the Account record
Verify sales period on Opp, Pre Order and Order
Attach applicable documents to the order after converting
Signed Service Order Form or ASR, if applicable
IP Justification Form, if applicable
Unsigned clean copy of service order forms, if applicable
Financials (deal sheet/pricing tool)
Approval emails
Diagrams
Agent Forms, if applicable
MSA and Supplements, if applicable
Expectations
Ability to interact will all levels of employees
Strong communication skills
Excellent problem-solving skills
Interpersonal skills
Professional phone manner
Professional appearance
Strong organizational skills
Education/Certifications
High School Diploma or equivalent
Experience/Minimum Requirements
Minimum two (2) years previous sales and customer support experience
Other Skills/Abilities
Ability to multi-task
Strong leadership skills
Strong analytical skills
Organizational Relationship
Reports to: Manager, Order Management Network
Title(s) of direct reports (if applicable): N/A
Working Conditions:This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week). There is an expectation of collaboration with teammates and stakeholders for moments that matter that requires up to 25% travel.
Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)
Sales
