Business Order Engineer

The Business Order Engineer is responsible for the full lifecycle of business service orders, from pre-sales validation through post-installation support. Key responsibilities include ensuring service orders are accurate and complete by reviewing pricing, configurations, and contracts. Provides pre-sales support and coordinates with members, internal departments and external partners. Ensures that the order process timeline requirements from submission to activation are met and communication is maintained with all stakeholders. Handles technical consultations and account setup post-install. Performs audits for accounts for renewals, resolves service issues, and recommends process improvements.

Reports To:       Business Member Advisor Lead

FLSA Status:        Exempt

Requirements

*In addition to the above, this position will perform other work-related duties as assigned.  These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent.  However, these tasks still constitute important performance aspects of the job.

CTC MISSION: 

To empower our members, employees, and communities through exceptional service and life changing technology solutions for a sustainable future.

CTC VISION: 

Through technology leadership, smart growth, and community engagement, our cooperative will demonstrate extraordinary focus to positively transform those we serve.

Supervision Received:  

Works under the direction of the Business Member Advisor Lead and/or Senior Management.

Supervision Exercised:  

None

Knowledge, Skills, and Abilities:

• Well-developed written and verbal communication skills. 


• Ability to be a team player and work with all departments and employees. 


• High skill level with Microsoft Word, Excel, PowerPoint and Outlook.


• Exemplary skills in prioritizing and organizing multiple work assignments.


• The ability to be well organized and accept responsibility for and work under occasional stressful situations with frequent interruptions.


• A commitment to excellence.


• Knowledge of company policies and procedures, products and services.


• Knowledge of the telecommunications industry and the sales process.


• Knowledge of regulatory, industry, and technological developments as they affect telco members.


• Knowledge of written communication practices, procedures, and formats.


• Knowledge of telecommunications technology, products and services.


• Working knowledge of competitive telephone company marketplace or environment.


• Considerable ability to communicate well with a positive and friendly manner, both orally and in writing.


• Ability to make sound decisions using the information at hand.


• Skill in identifying problems and resolutions.


• Considerable ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.


• Ability to maintain confidentiality. 


• Ability to pay close attention to detail and maintain memory for numerous details.


• Working ability to make decisions in accordance with established company policies and procedures.


• Considerable ability to maintain efficient workflow.


• Ability to create a team environment and sustain employee morale.

Education and Experience:

Associate degree or bachelor’s degree in computer or information science field, or the equivalent in experience of five or more years of experience in a similar position.  Requires advanced knowledge of network and sales processes. Knowledge of telecommunication and data networking industry a plus.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is frequently required to see; hear; talk; grasp; feel, and finger equipment to complete assigned job tasks.  This position requires prolonged periods sitting at a desk and working on a computer.  The employee is regularly required to be able to stand; walk; lift; climb; stoop; kneel; pull; and push.  The employee frequently must be able to lift up to 25 pounds.

Travel:

Some travel may be required for the purpose of meetings and trainings.  Overnight travel may be required if traveling outside of CTC's existing service area.

Supportive Relationships:

Internal - All employees should work together toward a common goal of continued progress of the company.  The employees shall attempt to maintain pleasant working relationships with those in their own and other departments.

External – Employees shall remember that quality service is the only reason that the company is in existence.  To the individual member, that employee is CTC.

Work Environment:

While performing the essential duties of this job, the employee is regularly exposed to moderate noise (i.e., business office with computers, phone, printers, light traffic); ability to work in a confined area (i.e., office, cubicle); and ability to sit at a computer terminal for an extended period of time.

This factor measures the surroundings and physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable.  Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, contaminants, cold, noise, vibration, wetness, etc.

• Good working conditions with the absence of disagreeable conditions.

Note:  The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Key Responsibilities

Results

PRE-SALES & ORDER VALIDATION  30%

1. Validates business service orders with internal teams before finalization.


2. Reviews and verifies pricing, service configurations, and contract details to ensure accuracy.


3. Provides pre-sales support by addressing service-related questions and preventing order discrepancies.


4. Establishes contact with the Member or Partner by giving regular updates and timelines.


5. Reviews pre-sale engineering requests for approval.

ORDER MANAGEMENT & COMMUNICATION  30%

1. Ensures accuracy and efficiency of business service orders from submission to installation.


2. Coordinates with internal teams, vendors, and members to facilitate and ensure smooth order processing.


3. Assists in organizing number porting, provisioning timelines, and service activation to prevent delays.


4. Assists with complex service implementations and escalations.


5. Provides back-up support to order entry and incoming member requests as needed.

MEMBER & PARTNER SUPPORT  20%

1. Serves as a liaison between business members, vendors, and internal teams.


2. Coordinates on-site visits and technical consultations as needed.


3. Supplies final documentation and account setup details upon installation.

ACCOUNT AUDITING  15%

1. Audits business accounts for upcoming renewals and ensures necessary updates or changes are implemented.


2. Identifies and addresses service issues or fixes needed throughout the day to prevent escalations.


3. Works with internal teams to proactively resolve discrepancies in member accounts.


4. Recommends process improvements to leadership based on recurring issues and assists in implementing any necessary changes.


5. Tracks, monitors, and verifies circuit design and custom service orders to ensure proper implementation.

PROFESSIONAL RESPONSIBILITIES  5%

1. Adheres to confidentiality policies to protect member financial and personal information.


2. Maintains a professional appearance that aligns with CTC’s brand and industry standards.


3. Completes other duties assigned by management. *

Core Values

Performance 20%

1. Acts in ways that help, assist, and benefit our members and communities we serve


2. Considers what might be important to each member, anticipates needs and then acts proactively


3. Focuses on customer-oriented actions that will build strong, long-term relationships for the cooperative

Innovation 20%

1. Treats all people with dignity and values them as individuals


2. Maintains a positive, encouraging and respectful attitude towards their co-workers and our members


3. Open-minded to new ideas, adaptable and flexible with new ways of doing things

Member Experience 20%

1. Committed to being honest and ethical and to maintain consistency between our values and actions


2. Does the right thing, regardless of the situation or external pressures


3. Demonstrates personal accountability to co-workers and in fulfilling their role on the team

Accountability 20%

1. Displays dedication and commitment to providing quality products and services to the cooperative's members


2. Takes pride in their work and holds themselves accountable for results


3. Works to increase value for members through improved efficiency and expanding their skills through professional development

Competition 20%

1. Works to build strong relationships and teamwork, cooperating with co-workers to achieve common goals.


2. Remains engaged in their work and listens well


3. Adapts well to change and new ways of doing things


4. Takes the initiative to help where help is needed, without being asked

CTC offers employees a comprehensive compensation package with excellent benefits that include single and family medical, vision, and dental plans.  Company provided term life insurance, accidental death & dismemberment insurance, short and long-term disability, paid vacation and paid holidays.  401(k) and/or Roth 401(k) plan and a defined benefit plan (pension plan).  Pre-employment drug testing and background check are required.  CTC is an Equal Opportunity Employer.