Order Management - Coordinator

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

In the Order Management - Coordinator position, you will be responsible for accurately interpreting, processing, and managing Commercial service orders from initial receipt through completion. You will review order forms, verify required documentation, and enter order details into order management systems while ensuring compliance with product, provisioning, and billing requirements. You will create and maintain orders in Cobra, MetaSolv, and other front-end systems for product additions, changes, and disconnects, applying your knowledge of telecommunications products and services, including DS0, DS1, DS3 signaling, DSL, ISDN, PRI, BRI, and PON provisioning. Additionally, you will assign and manage MetaSolv provisioning plans and tasks, coordinate order delivery across multiple departments, track orders through completion, and proactively resolve issues that could impact service delivery. Success in this role requires strong attention to detail, the ability to troubleshoot order processing and provisioning issues with limited supervision, an understanding of network design and billing requirements, and effective communication with internal teams and customers to ensure timely resolutions and a positive customer experience. You may also be required to work occasional evenings or weekends to support order management commitments and service-level objectives.

The regular schedule for this position is Monday through Friday, 10:00 a.m. to 6:30 p.m. CT, with a 30-minute lunch break. Training hours will vary and will be communicated prior to the start of training.

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

Applies technical knowledge of products and systems to enter ILEC & CLEC commercial orders into order entry system with limited information received from Sales. This activity would include but is not limited to interpreting and verifying that all product and network requirements are met on the incoming order and it is reflected correctly in the applicable systems. Also, additional activities would include but are not limited to selecting provisioning plans by verifying all products and network requirements are met, task generation for all departments within TDS, TN assignment, assigning a variety of products and circuits, problem solving and troubleshooting with other carriers and departments within TDS. Need to understand and apply product guideline rules and product sets and work with Sales team, Customers or Carriers to make corrections. Responsible for accurate and timely order generation.
• Manage multiple orders, tasks and follow up work that is time sensitive and take necessary actions to update the order entry system to ensure timely delivery of services to customers.
• Work closely with Sales and Customer Service to understand the needs of the customer and ensure that the order contains all requirements to be provision service to the customer as requested.

• Process orders into SMS800 and Carrier systems for toll free service ordering and activation. Troubleshoot service problems with 800 services.

  • Regular attendance and promptness for work are essential functions of this position because absenteeism and tardiness significantly impact the ability of the Company and coworkers to meet our customers' needs.

• Keep up to date on new product offerings and process changes associated with these products and apply this information to order provisioning processes.

Required Qualifications:

• Associates degree (or higher) -OR- 2+ years professional work experience.
• 3+ years telephony experience and/or customer service and/or data entry.

Other Qualifications:

• 1+ years' experience using a PC with various software packages.
• 6+ months experience working with detailed data.
• Experience working in a team environment
• Must be able to type at least 45 WPM +
• Manages multiple tasks and prioritizes well
• Quality is critical. Detail orientation is key. Attention to detail in assembling and submitting access service requests and loop service requests
• Ability to work well with variety of different people throughout the TDS team
• Familiarity with industry practices involving loop ordering and number portability
• Excellent organizational skills to monitor and prioritize multiple activities at once
• Willingness to work and make decisions in a rapidly changing and uncertain environment
• Effective skills in process development and continuous process improvement
• Must have a genuine desire for customer satisfaction.
• Knowledge of advanced telecommunication products and provisioning practices
• Working knowledge of COBRA, MARTENS, SABRE, DESI, RNW, MetaSolv, NPAC, SAG, Verigate, IMA, SMS800, INAT, RMS, and Crystal Enterprise

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what's listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Program

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency:The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.