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Order Management Specialist I - COE

Cox Communications

Phoenix, AZ
Job Code:
Cox Communications
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Job Details

Company Cox Communications
Title: Order Management Specialist I - COE
JobID: 1716239
Category: Client and Customer Service
Industry: Cox Communications, Inc.
Job Type: Full-time


Prepares the coordination for new, upgrade/downgrade, disconnects, and transfer projects associated with Cox Business customers. Performs quality assurance and verification of all Sales documentation and ensures accuracy and integrity of customer data which is essential for moving Cox Business approved orders into the Order Management System (OMS) i.e OPTIX, TOMS and BID. Performs order entry of service codes and ensures accurate billing.  Fields questions from customers on details of services being installed and correct preparedness procedures.  This position works directly with Cox Business Supervisor / Manager as well as inside and outside sales departments to ensure that orders are accurate, complete, and entered in a timely fashion.  This position also handles and responds to inquiries through phone, mail, or email contacts with customers by fielding and escalating customer issues to their Supervisor / Manager.

This position is not limited to local market support and can be responsible for multi-markets fulfillment activities.

This position supports the SMB and inside sales channels but can also work closely with the Government, Enterprise, and Public Sector segmentation team by providing support for large, complex, and multisite customers (e.g. national carriers, government, large retail, etc.).  This role requires attention to detail as orders are highly complex and may require partnership with others (e.g. construction, sales, etc.).  Supports longer term sales cycles (e.g. multiple weeks to months).  Requires a high level of professionalism due to level and types of clients.

Schedule Simple / Simple+ Orders in ICOMS and CRM tools
QC All Simple / Simple+ Sales Order Entry Data (Sales package)
Key Orders from CRM Tools into ICOMS
Provide Simple / Simple+  Sales Support to all Sales channels
Provides Simple / Simple+  Sales support and order coordination for multi-markets
The OMS I will handle all Orders, both Simple and Simple+ as defined by Cox Business (e.g. CBI, VoiceMgr, video and IPC)
Coordinates medium to large and/or moderately complex projects under some supervision
Assists the Sales Department with all orders from initial sale through submit order
Pull, review and breakdown Customer Service Record (CSR) 
Request ICOMS House Account (when required)
Verify Proposal for address serviceability, services and pricing and confirm appropriate customer paperwork is complete and accurate, Verify Tax Exempt status and completion of necessary forms
Enters customer order data and billing information into ICOMS and Order Management System (OMS) in an accurate and timely manner
Obtain additional Contact Information (Tech, Billing, BAA, Primary, Vendor, etc.)
Upload all required documents such as Order Package/Sales Package documents, IRR into OMS and submit CIR
Verify accuracy of service codes, term and pricing in OMS and match OMS service to ICOMS services
Perform or drive OMS, ICOMS data base clean up tasks completion (resolve discrepancies) during the proposal development process to drive greater order accuracy
Correct issues with Order Package/Sales Package (Proposal, Contacts, Forms, etc.)
Obtain property owner information and submit Building Access Request
Enter all post-sales information into tracking system as appropriate
Coordinates installation dates and times with dispatch and customer, schedules customer due date in ICOMS and OMS 
Adheres to procedural and administrative aspects of customer installation
Fields and reviews customer inquiries, problems, requests, and suggestions; works with Order Manager(s) to determine appropriate solutions and/or responses
Ability to escalate and communicate customer needs to internal workgroup
Provides departmental support to Project Manager - Order Management I, II and III personnel  
Abides to processes and regulatory knowledge as needed during the pre-installation phase
Communicates relevant information to all internal team members, such as change in schedule dates
Manage Incomplete Queue and resolve “change required” or rejected orders
Enter provisioning details into OMS (DTW, DL, Account Codes, etc.)
Contact customer to review order details and accuracy and/or requesting updated documents or signature
Submit order in OMS
Government contract and PO management and thorough understanding of Government and their process (i.e. state, local, county, federal and education).
Provides and understands unique servicing needs of Enterprise customers (i.e. customer specific ordering forms).
Assists MACD with product conversion orders to drive greater accuracy.
Verify that the term and expiration in OMS aligns with DOB in ICOMS.
Assist sales with ICB unique proposal creation


2+ years of experience required in related field (i.e. Administrative, Data Entry etc.).  
Requires knowledge ICOMS and OMS (order management systems), and proficient in Windows based applications (Word and Excel).
Excellent interpersonal and customer service skills, the ability to work independently and as part of a team.
Ability to meet deadlines with attention to detail.
Works effectively with teams throughout organization.

High School or GED equivalency.  
Experience in telecommunications industry desired.

About Cox Communications


Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

Organization: Cox Communications, Inc.

Primary Location: US-AZ-Phoenix-3010 West Agua Fria Freeway

Other Locations: 6301 Waterford Blvd,US,OK,Oklahoma City,73118

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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