BT Regional Order Manager in Dalian, China
Why this role matters
Responsible for validating, ordering and delivery of access circuits and ensuring first class service delivery to BT’s global customers.
Role is responsible of delivering China orders on time, right first time and in the quickest possible time.
Role is responsible to provides regular quality updates to customer on the progress of the order and also extend any local language assistance to the regional installation team
Role also responsible in setting/managing expectations with customers and delivery & project management team.
Through this the role can drive both positive customer experience and net promoter score, as well as delivering revenue and profit through efficient operations and improved cycle time.
What you’ll be doing
Ensure B-end site validation ( OVQ ) is completed in a timely manner, to help drive performance (RFT and efficiency). B-end validation will involve checking order details, site readiness with local customer contact in China, Taiwan, Hongkong, South Korea.
To place clean access orders with China Suppliers (China Telecom, China Mobile International and China Unicom).
To proactively monitor and manage order progression, ensure timely updates ( KCIs) sent to local customer and IC/DM/PM via email/PPR/My SD / Escalate.net
To ensure that all deliverable elements are on track for delivery by managing jeopardy to maintain the performance, at the agreed targeted levels
To coordinate directly with the local customer, Install Coordinator, Delivery Manager, and Project Manager to resolve any issues related to access delivery.
To build and maintain collaborative relationships with internal and external suppliers across all levels.
To manage and develop the supplier relationship with monthly and quarterly reviews in collaboration with Global Supplier Management.
To manage resolution to failed installs and support with root cause analysis and improve the
To initiate and work towards process/system improvements that can assist in further improving the CT / OTD / Customer experience.
Maintain personal time recording system to meet timescales and quality of entries. To be submitted by end of day of every Friday.
Check H&S, regulatory and compliance policies quarterly and/or when alerted via company communication.
Ensure all mandatory training completed by self/team by the required date laid down by learning home system.
The skills & experience you need
Knowledge of telecoms network delivery and products
Effective engagement and communication skills.
Ability to manage 3 rd party suppliers and drive performance
Ability to act as point of customer escalation
Understanding of end to end fulfilment processes, supplier engagement, escalation and jeopardy management.
Able to manage multiple tasks, multiple customers, in a stressful environment
Ability to influence stakeholders specifically the Delivery managers / Project Manager
Job: Customer service
Title: Regional Order Manager
Location: North East Asia-China-Dalian
Requisition ID: 99953