Customer Order Specialist

To manage the incoming applications from 3rd party customers (non-Anchor Tenants) Be first point of contact for 3rd Party customers advising on status of applications and drive the process to ensure fastest time to revenue is achieved.
Support the Customer Order Analysts with processing Anchor Tenant demand into Cornerstone, and be responsible for receiving, validating, accepting or rejecting demand requests into the business, using a pre-defined validation criterion and SLAs to ensure works requested are within Cornerstone scope and budget. Work with internal & external stakeholders to build and maintain relationships to ensure effective project delivery.

KEY RESPONSIBILITIES
• Manage 3rd Party Applications into Cornerstone.
• Manage 3rd party applications from non-Anchor Tenants
• Create, update, maintain, and issue progress reports to all stakeholders including status updates to customers.
• Collaborate with internal stakeholders and provide support on any customer information required to assist in the delivery of the services required.
• Be the first point of contact for customers and build relationships as necessary and promote Cornerstone as the first choice of network provider.
• Manage offer letters and quotes to customers ensuring costs are accurate and timely.
• Ensure customer POs are received, correct, and in place prior to accepting and initiating orders.
• Work closely with Acquisition and Build PMs and contribute to the development, and continuous improvement of practices and process that enable Cornerstone to provide services to the customer that is considered to be best in class.

Processing Service Order Requests (SOR):
To effectively process all Service Order Requests that are received by the Cornerstone Demand team. Use key business reports and financial information to ensure that requests are within Cornerstone business scope, budget and forecasts, providing full justification for any rejected demand, highlighting any issues to the Lead Demand Analyst for onward review. To coordinate shared mailbox activities, ensuring key stakeholders receive regular and meaningful updates with regards to their request.
Change Management:
To effectively process all Change Requests that are received by the Cornerstone Demand team. Use key business reports and financial information to ensure that requests are within Cornerstone business scope, budget and forecasts, providing full justification for any rejected demand, highlighting any issues to the Lead Demand Analyst for onward review. To coordinate shared mailbox activities, ensuring key stakeholders receive regular and meaningful updates with regards to their request.
Database Management:
Ensure all demand is processed & aligned through Commercial Services access database system to ensure holistic view of all projects & programs under Cornerstone management, creating a central business record of all site activity. Ensure all Data input is cleansed and valid to maintain quality data records.

Stakeholder Management:

To support, develop and maintain business relationships by working with internal & external stakeholders to deliver quality demand profiles. Ensure relevant stakeholders are aligned with Cornerstone demand strategies, understand Cornerstone supplier strategies and are regularly updated to any changes to ensure continued customer engagement.
Support Supplier Management:
To ensure constant alignment with Cornerstone business supplier strategies ensuring demand is released with current strategies and plans. To proactively manage general demand queries from suppliers to ensure accurate and efficient project delivery.
Compliance & Security:
To support and contribute actively to health and safety, environmental, business continuity and information security arrangements that meets our obligations to our customers.

PERSON SPECIFICATION (EXPERTISE)
• Experience (technical, managerial, industry): Experience in data management & Program support, and experience in working with and managing demanding customers.
• Experience within telecoms industry
• Experienced in process creation and continuous improvement programmes
• Education level / Qualifications (professional, vocational): Educated to A level, and preferably educated to Degree level in a Technical, Numerical or Communications discipline
• Intermediate Excel skills, and MS Office knowledge
• Accuracy & attention to detail
• Able to work on own initiative
• Clear communicator
• Team player
• Ability to work to deadlines
• Demonstration of working accurately within pre-defined guides and processes
• Evenflow/Omnix/Remedy knowledge

CORNERSTONE VALUES
Operate and uphold Cornerstones' values of innovate to elevate, everyone matters, do the right thing, and customer first.