Order Management Coordinator Jobs in Rochester, NY

About the Role: Greenlight Networks is looking for a highly organized and customer-focused Commercial Sales Coordinator to support our Small and Medium Business (SMB) and Multi-Dwelling Unit (MDU) sales teams. In this role, you will help move customer orders from contract execution through installation, serving as a key liaison between Sales, Construction, Field Operations, Service Delivery, contractors, and customers. The ideal candidate is detail-oriented, proactive, comfortable working across multiple cloud-based systems, and energized by keeping work moving in a fast-paced, team-oriented environment.

This position may be performed remotely from anywhere on the East Coast, with preference given to candidates located in or near Greenlight Networks markets. What You'll Do: Manage incoming SMB and MDU orders and service requests using multiple cloud-based applications. Validate and prepare customer paperwork (ROEs, Standard Order Agreements, MSAs, Easements with Exhibit A, Commercial/Trade Agreements).

Coordinate with Construction and Field Operations to validate and clarify installation plans. Support the SMB and MDU sales team with administrative and operational tasks throughout the sales cycle. Support both Business-as-Usual (BAU) and Bulk Turnkey installation projects.

Create and maintain customer accounts and service orders in GAIIA. Monitor customer orders throughout the fulfillment lifecycle, ensuring timely progression from order entry through installation. Proactively follow up with internal teams, including Service Delivery, Construction, Field Operations, outside fiber technicians, and contractors, to resolve delays and maintain project timelines.

Communicate regularly with customers via phone, SMS, and email to provide order status updates, installation scheduling information, and issue resolution. Perform account maintenance activities in GAIIA, including adds, moves, changes, disconnects, cancellations, and other service modifications. Maintain accurate customer records, opportunities, and pipeline data in the CRM system and ensure data integrity across systems.

Escalate issues that may impact installation timelines or customer satisfaction and work collaboratively toward resolution. Identify opportunities to improve sales processes and customer experience. Deliver a high level of customer service while managing multiple priorities and meeting established service level expectations.

What You'll Bring: Strong organizational, administrative and time management skills. Ability to work collaboratively in a team driven environment and partner across functional areas to deliver seamless service to customers. Ability to tackle and solve problems using work-around solution skills.

Ability to make decisions independently and in the best interest of the Customer. Ability to respond to questions from peer workgroups and Customers providing concise information and providing direction when needed. Ability to use multiple communication tools available to ensure consistent and accurate information is disseminated to appropriate people.

Ability to work within different software systems and databases to quickly query, find and update data and follow workflow processes. Education & Experience: Associate's or bachelor's degree preferred. 2+ years of experience in sales support, customer service, order management, telecommunications, or a related field.

Experience working with CRM, order management, or cloud-based business applications. Familiarity with construction coordination, field operations, or service delivery processes. Experience supporting SMB and/or MDU customers.

Strong organizational and time management skills with the ability to manage multiple orders simultaneously. Excellent verbal and written communication skills. Strong attention to detail and problem-solving abilities.

Positive attitude along with a problem-solving mentality. Proficiency with Microsoft Office Suite, particularly Excel and Outlook. Compensation:Our job titles may span more than one career level.

The hourly rate for this position ranges from $25.10 - $31.97. The actual salary offered may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future

More information on offered benefits, which include health, welfare, and retirement, are available at www.greenlightnetworks.com/careers/ .