Fulfillment Specialist

Have you ever worked for Wireless companies such as Verizon Wireless, AT&T or T-Mobile? Looking to start a career with opportunities for advancement at an employee-friendly company? A Fullfillment Specialist at OpDecision may be the perfect fit! OpDecision, a Ten4 Company, reduces costs and streamlines corporate wireless activity, including lifecycle management.

The right candidate will have experience and knowledge of wireless carriers, plans, features, basic troubleshooting of wireless devices and the carrier portals. Attention to detail and a sense of urgency is a MUST. We are searching for a candidate that can work in our Mt. Laurel, NJ office. Working hours are Monday - Friday, 8 AM - 5 PM EASTERN TIME .

OpDecision offers a great benefits package and 4 weeks of PTO, 8 paid company holidays, plus an additional day of PTO for your birthday! The starting base wage for this position will range from $19 - $24 per hour . Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

POSITION SUMMARY:  
The Fulfillment Specialist provides Managed Services Plus clients with a high level of customer satisfaction and necessary support through an internal ticketing system. This position is responsible for helping resolve client issues and needs, acting as a Tier 1 support for client ticketing system and assisting with managing key accounts.

This role keeps the wireless technologies that organizations rely on to do business up to date and running smoothly, while providing a positive overall client experience. It is important for the Fulfillment Specialist to be able to provide accurate answers to client and/or end user questions quickly and maintain a positive and professional demeanor at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Learn each Life cycle management assist account to properly support their needs and goals.
  • Work closely with Help Desk NJ team to support device life cycle management clients.
  • Place orders with carriers and/or carrier partners for new lines, upgrades and accessories.
  • Assist in the fulfillment and activation of devices that ship through the NJ office.
  • Accurately create FedEx shipping labels billed to clients and fulfill orders in a timely manner.
  • Monitor and update the ForgeOS and external customer ticketing system as applicable.
  • Manage client device inventory held in the NJ office, including accessory needs.
  • Ensure office is properly stocked with boxes and packing materials needed for order fulfillment.

• Provide responsive end user help desk support for mobility related services Monday through Friday during assigned shift.
• Open, Respond, Track and Close all tickets in a timely manner.
• Escalate a ticket when appropriate.
• Assist with suspending lines of service, warranty replacement devices, add or remove features through the AT&T, Verizon, T-Mobile Portals.
• Learn each Assist account assigned to properly support their needs and goals.
• Work closely with the Managed Services Plus analyst managers to provide best practices discussed in weekly pod calls.
• Ability to work in a fast-paced call center.
• Always accurately represent OpDecision and services in a professional manner.
• Provide excellent customer service in all aspects of the relationship to our clients.
• Provide backup support to team members as needed.
• Perform other duties and responsibilities as assigned.

QUALFICATIONS:

• High school diploma or general education degree (GED) required, associate or bachelor’s degree preferred.
• Experience with Verizon Wireless and AT&T Wireless is preferred.
• Must be customer-service oriented.
• Strong communication skills with ability to follow up clearly and effectively with others over the phone and email.
• Must possess a strong sense of urgency and attention to detail.
• Understanding of Microsoft Office, particularly Excel.
• Demonstrated ability to prioritize multiple tasks to meet deadlines.
• Demonstrated ability to work independently and interact in a collaborative manner with other team members.
• Strong critical thinking and problem-solving skills required.
• Exhibits self-motivation, the ability to multitask and pay close attention to small details.
• Experience working in ZOHO Desk, ServiceNow or other ticketing-based solutions.
• Must be authorized to work in the United States for any employer.
• Must live in the continental United States.
• Must be able to read, write and speak English proficiently.

ABOUT TEN4 & OPDECISION
Since 1997, Ten4 (previously known as Distributed Computing) has been focused on business communications, specializing in wired and wireless voice and data networks, billing services and nationwide monitoring. From single locations to multi-site, multi-state organizations, Ten4’s goal is to help customers deploy effective, efficient and easy-to-use solutions. Business success depends on communication, and that’s our specialty.

Equal Employment Opportunity Policy
Ten4 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.