Wireline Customer Delivery Coordinator

4 weeks ago

Montreal, Quebec, Canada Rogers Communications Full time

About Us

At Rogers Communications, we are driven by the vision of a pioneering entrepreneur, fostering innovation and collaboration across Canada. Our Business team empowers organizations of all sizes with reliable, secure, and scalable network services and technology solutions. We aim to enhance operational efficiency, reduce costs, and boost productivity for our clients. We seek individuals who are passionate about delivering exceptional value to customers and contributing to the communities we serve.

Position Overview

The Customer Delivery Specialist (DS) plays a crucial role in the proactive management and assignment of customer orders for Rogers for Business. This position ensures that delivery requirements are met within established timelines, supporting sales and driving growth across various business lines. The DS is responsible for overseeing the deployment of standard projects, including wireline solutions, IP technology, SIP, Unified Communications, Managed Wi-Fi, IoT, FWA, and wireless onboarding.

Key Responsibilities

  • Manage order fulfillment and administration for business customer orders, ensuring adherence to delivery procedures and timelines.
  • Validate Clean Order Package (COP) requests through Salesforce for all business lines, including Wireline, Wireless, Data Centre, IoT, and Service Migrations.
  • Collaborate with internal and external project resources to plan and execute delivery requirements effectively.
  • Facilitate status meetings and monitor critical project milestones.
  • Process MACD requests for existing Rogers for Business Services.
  • Build and maintain customer relationships by providing exceptional service and embodying the I AM SERVICE principles in every interaction.
  • Define schedules and delivery plans to communicate with customers and assess potential risks.
  • Coordinate and communicate firm installation dates with customers.
  • Act as a liaison with field technicians.
  • Ensure timely billing activation upon service delivery and communicate closure to customers regarding service activation and billing.
  • Submit Commercial & Strategic Orders on behalf of Sales via RDL.
  • Create Wireline & Wireless accounts.
  • Upload pricing details into the V21 Billing System.
  • Track orders diligently for revenue reporting.

Qualifications

  • Minimum of 2 years of experience in the Telecommunications industry, preferably in the Business to Business segment.
  • Familiarity with Rogers Business services, products, and procedures.
  • Understanding of Ethernet technology, IP Technology, SIP, MPLS, Wi-Fi, and Unified Communications.
  • Proficient in Vision 21, ICM, AS400, INSIS, EWP, SGI, Oasis, and Salesforce & Optic.
  • Strong verbal and written communication skills, with the ability to engage with all organizational levels and cross-functional teams.
  • Capability to introduce innovative ideas and approaches that align with business needs, challenging the status quo.
  • Excellent analytical and problem-solving abilities.
  • Post-secondary education in a relevant Technology or Telecommunications field.
  • ITIL and PMP certifications are considered an asset.
  • Ability to foster a collaborative team culture through active listening and information sharing.
  • Outstanding presentation and communication skills.

Commitment to Diversity

At Rogers, we recognize that a diverse workforce is essential for a strong business. We are committed to equity and inclusion, ensuring that all individuals feel valued and empowered to bring their authentic selves to work. We actively work to remove barriers for equal participation and support candidates with disabilities throughout the recruitment process.

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