FTTX Sales Fulfillment and Support Specialist (Vendor)

Roles & Responsibilities:

• To ensure accurate processing and system entry of complaints and orders received from sales and customer relations teams, update logistics for modem assignments by city, and manage inventory updates in Salesforce for relevant stores.
• To coordinate with technical, engineering, and cross-functional teams to troubleshoot and execute FTTX installations, supervise damaged modem swaps under warranty, handle after sales support processes such as refunds and connection issues, address rejected payment requests with the Finance, and validate and process vendor invoices.
• To provide advisory support to vendors during the sales fulfillment process, ensure compliance with SLAs for timely and quality customer support, manage post-sales processes such as refunds and connection issues, and promptly address customer inquiries and concerns.
• To coordinate with the last-mile deployment team, regional teams, and vendors to address pre-registration, ready-to-install, and connection-lost complaints, ensuring updates are accurately reflected in the CRM system.
• To monitor complaint statuses to ensure timely service delivery, identify and resolve bottlenecks in the fulfillment process, and develop preventive measures to enhance efficiency and service quality.
• To maintain detailed records of orders, customer interactions, and fulfillment statuses in the CRM system, and prepare regular performance and fulfillment status reports for management
• To review and analyze sales fulfillment processes to identify strengths and weaknesses in order to enhance efficiency and customer satisfaction

Education:

• A bachelor’s degree in telecommunications, electrical engineering, computer science, or a related field is preferred. Relevant certifications in fiber optics or network deployment may also be beneficial.
• Having certifications related to the telecommunications industry or project management can be an advantage.

 
Experience:

• Minimum of 3 years of experience in telecommunications, explicitly focusing on fiber optic technologies and FTTX services.
• Familiarity with industry trends, competitors, and best practices in sales fulfillment.
• A basic understanding of the Fiber technology and installation processes allows effective communication with technical teams.