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Remote Mobility Order Specialist

Company: vCom Solutions
Location: Portland
Posted on: October 2, 2021

Job Description:

As a Senior Mobility Order Specialist – Buyers' Club for vCom, you support Mobility and IoT (internet of things) customers through inbound ticket and order processing and high-touch communication. In addition, you will support the fulfillment of IT devices to customers out of vComs virtual store with the focus on procurement. Manage the virtual receipt and shipment of IT hardware to internal vCom team(s). Excellent customer service is your top priority, always seeking to exceed expectations. Your ability to handle multiple priorities under tight deadlines, keen attention to detail, and resourcefulness allow you to manage a high volume workload while providing top notch support as well as ensuring accurate and timely delivery of devices to vCom customers and end users. You remain calm under pressure, adapting enthusiastically to a constantly evolving industry and dynamic customer needs. You see challenges as opportunities to learn and problem solve, sharing best practices with others along the way. Your focus is equal parts professional and personal development, willing to embrace feedback in pursuit of the greater good. You bring positivity and your sense of humor to work daily.

In your first month, you’ll:

  • Gain exposure to the day to day roles and responsibilities
  • Manage the virtual receipt and shipment of IT hardware to vCom customers
  • Build a foundation of knowledge using the technical resources and systems available
  • Learn basics of the role through written instructions and video training materials
  • Augment the existing procurement and onboarding processes as needed
  • Get to know your team members through virtual meetings and video calls
  • Begin to build relationships with vendor partners for shipping and fulfillment

In your first 3 months, you’ll:

  • Begin supporting customer requests for Buyers' Club within your first 60 days
  • Support the virtual receipt and shipment of equipment to vCom customers
  • Support the purchasing of IT devices
  • Monitor shipments for timely delivery and quality assurance standards
  • Hold vendor partners accountable for SLAs (service level agreements)
  • Maintain internal tracking orders and databases to ensure inventory accuracy and standardization
  • Learn by doing and verifying with written materials (this role is best learned by experiencing it hands on, so while customer support is occurring the expectation at this stage is that there is still a lot to learn)
  • Establish connection and build rapport with customers and coworkers on other teams in the organization

In your first 6 months, you’ll:

  • Work independently and ensure all IT hardware is received/shipped within defined deadlines
  • Begin to feel like you’ve mastered the basics of the role
  • Manage vendor relationships effectively
  • Contribute to team written materials, by documenting processes and sharing best practices with others on the team
  • Deepen relationships with your account contacts and throughout vCom
  • Work with Management to identify process improvements that ensure devices are delivered within expected timelines and improve the overall customer experience

What you’ll do:

  • Create and maintain partner relationships to ensure a successful fulfillment process
  • Work with vendor partners to maintain accurate virtual inventory store
  • Provide tracking information, delivery updates and documentation to internal and external customers
  • Work with internal departments to manage return and replacement of defective equipment received by vCom customers
  • Hold vendors accountable for timeliness, accuracy and quality of orders adhering to SLAs
  • Prepare, submit and manage carrier Add, Move, Change and Disconnect orders for mobile and IoT technologies and devices.
  • Ensure that all customers’ milestones and deliverables are met in a timely manner including time-sensitive expedite orders. Provide advance notice of any delays to Customer.
  • Learn and work on carrier websites to support customer service and order requests.
  • Drive escalations with the carriers, to ensure timely service delivery and issue resolution.
  • Own and collaborate on customer issues to resolution.
  • Maintain internal systems, including keeping any customer viewable milestones or dates current. Have all order status’s current for weekly operational meetings.
  • Document and update Mobility processes on vCom intranet site. This includes new and existing process updates.
  • Actively work with Management to come up with ways to improve the department’s ability to effectively support customers, while gaining more efficiency.
  • Maintain an accurate Mobile/IoT inventory for clients.
  • Manage assigned Mobility projects for current and prospective customers.

What you’ll bring:

  • 2-3 years managing wireless service provider plans and equipment with a mobile provider or a TEM
  • Excellent organizational, time management, and multi-tasking skills
  • Excellent attention to detail and accuracy
  • Basic understanding of Microsoft Excel, asset management and SharePoint platforms
  • Ability to work autonomously and in cross functional team environment while demonstrating sound judgment and decision-making skills
  • Solid written, verbal and good interpersonal skills are essential
  • Highly self-motivated and results oriented with focus on exceptional customer service and quality
  • High learning aptitude and able to self-teach using written training resources
  • Strong PC skills including knowledge of MS Word, Excel, and Outlook
  • Fast Speed in processing data entry tasks
  • Display a strong sense of urgency in researching, tracking and correcting problems in a timely and cost-effective manner
  • Possess strong analytical and problem-solving skills

It’s also helpful if you’ve got:

  • 2+ years experience managing vendor relationships
  • Prior experience working with mobile devices and hardware
  • Excellent organizational, time management, and multi-tasking skills
  • Excellent attention to detail and accuracy
  • Experience managing hardware fulfillment
  • Ability to work within tight deadlines
  • Ability to place orders and other change requests via the carrier web portals or via phone
  • Ability to work in multiple web based systems and platforms
  • Knowledge of equipment configuration in mobile hardware
  • Experience working remotely from a home office
  • BA/BS or equivalent experience

The Selection Process

  • After submitting a resume, qualified candidates will be invited to complete two separate assessments
  • Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
  • A select group of candidates will be interviewed (rounds of interviews may include the Mobile Ops Manager, VP Carrier Operations, and others)
  • Finalists may also be asked to complete a Microsoft Excel exercise/assessment to confirm intermediate Excel skills


Only those candidates authorized for work in the United States will be considered for employment as we are not able to sponsor employment visas.

About vCom

vCom is a cloud-based software and managed services company focused on helping enterprises simplify and better manage every phase of their IT lifecycle spend. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. vCom has received the prestigious Best Places to Work award in the SF Bay Area for 14 years in a row and was one of Glassdoor's Best Places to Work in 2019 (Employee's Choice, Small Business List).

EEO Statement

vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Keywords: vCom Solutions, Portland , Remote Mobility Order Specialist, Other , Portland, Maine

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