HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

The Order Capture team handles processing and managing all incoming orders and partner inquiries. This team plays a crucial role in ensuring that orders submitted by our Telecom Advisors, PEAs (Partner Experience Advocates), sales, and suppliers are accurately entered into back-office, processed efficiently, and any partner-related questions are addressed promptly. The role demands high attention to detail, excellent communication skills, and a thorough understanding of order case management and partner relations. Additionally, they handle partner inquiries, assisting quickly on tasks like adding logos, adding an agency contact or var, and other back-office admin. Inquiries are resolved promptly with canned responses that include step-by-step instructions for future similar inquiries. If beyond their scope, redirected to the appropriate department.

RESPONSIBILITIES:
• Accurately capture and enter all incoming orders into back office
• Validate order details and ensure all necessary information is included in order submission
• Sync orders with existing opportunities and quotes in Salesforce
• Perform duplicate order checks and validate against existing quotes
• Review contracts to ensure they include business name, customer contact, MRC, NRC, term, and product details
• Flexibility to adapt to changing processes and systems
• Excellent verbal and written communication skills
• Ability to effectively communicate with internal teams and external partners.
• Strong attention to detail and ability to spot errors or inconsistencies in order information
• Good problem-solving skills to address and resolve order or partner-related issues
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong organizational skills to maintain accurate records and documentation
• Possess a basic understanding of the agent back-office tools, allowing you to efficiently assist partners with inquiries
• Develop and maintain a library of email templates and canned responses in both email and Salesforce for various scenarios, streamlining communication
• Collaborate and communicate effectively with team members, partners, and other departments to resolve inquiries promptly.

QUALIFICATIONS:
• Telecom experience 6 months+
• 2+ years of experience in order entry or data entry.
• Previous experience in order processing, customer service background is preferred.
• Experience working with Microsoft office
• Intermediate computer knowledge
• High school diploma or equivalent; additional education or certifications is a plus
• Telecom experience
• Strong familiarity with Salesforce.
• High attention to detail and accuracy in data entry.
• Strong written and verbal communication skills
• Excellent organizational and time-management skills.
• Familiarity with Microsoft Office Suite (Excel, Word, Outlook).
• Ability to work independently and collaboratively within a team.
• Flexibility and ability to adapt to changing processes and requirements.
• Problem-solving skills and the ability to address and resolve issues promptly.
• Familiarity with telecommunications is a plus
• The ideal candidate will be detail-oriented, organized, and capable of handling a high volume of orders with precision. If you are passionate about delivering excellent customer service, possess strong communication skills, and are eager to contribute to a team-oriented environment. We encourage you to apply for the Order
• Capture Specialist position. Your role will be instrumental in ensuring smooth and efficient communication between partners and our organization

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.