HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”
Job Description
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 the Telarus 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.
Role and Responsibilities
Primary functions of this role include but are not limited to:
- Order Processing
- Accurately capture and enter all incoming orders into Telarus back office.
- Validate order details and ensure all necessary information is included in order submission.
- Sync orders with existing opportunities and quotes in Salesforce.
- Quality Assurance
- 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.
- Adaptability
- Flexibility to adapt to changing processes and systems.
- Communication Skills
- Excellent verbal and written communication skills.
- Ability to effectively communicate with internal teams and external partners.
- Analytical Skills
- 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.
- Organizational Skills
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Strong organizational skills to maintain accurate records and documentation.
- Partner Inquiries
- Possess a basic understanding of the Telarus 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 and Education Requirements
- High school diploma or equivalent
- Telecom experience 6 months+
- 2+ years of experience in order entry or data entry.
- Previous experience in order processing, customer service background is preferred.
- Intermediate Excel skills
- Excellent communication (written and verbal)
- Customer Service background
- Basic business communication platform experience (Teams/Zoom/RingCentral)
- Intermediate Computer knowledge
- Basic Salesforce CRM knowledge
- Basic Microsoft 365 knowledge (Outlook)
Preferred Skills
- 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
HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.
