Order Desk Associate

As an Order Desk Associate, you'll play an integral role in the end-to-end deal cycle by supporting our Global Sales and CX teams as part of the broader Finance organisation. You'll be the primary point of contact and subject matter expert for post-sales order provisioning, ensuring Dialpad customer accounts are provisioned timely and accurately while maintaining a strong focus on operational efficiency and policy adherence.

You'll work closely with Sales, Finance, Accounts Receivable, and Billing to validate order details, resolve discrepancies, and continuously refine our internal order processes in support of business growth. In this role, you'll combine critical thinking, attention to detail, and strong communication skills to become a strategic business partner for Sales and a key contributor to a smooth post-sales experience for our customers.

Key responsibilities include:

• Serving as front-line support for standard post-sales requests, including internal inquiries and account provisioning activities.

• Processing incoming customer service orders, ensuring they are accurately entered into our systems and aligned with business policies and procedures.

• Verifying key order information (e.g., product availability, pricing, billing and shipping details) and coordinating with relevant teams to resolve any gaps or questions.

• Tracking provisioning status, proactively following up on outstanding items, and providing timely updates to internal stakeholders across Sales and CX.

• Analysing order data to identify discrepancies, trends, or bottlenecks, and partnering with cross-functional teams to drive timely resolution and process improvements.

• Preparing and maintaining reports related to order volumes, cycle times, and potential risk areas in the post-sales process.

• Ensuring compliance with company policies, order protocols, and customer requirements while maintaining high data quality standards.

• Collaborating closely with Sales, Accounts Receivable, Billing, and other internal stakeholders to support a smooth handoff from deal close through billing and provisioning.

• Creating and continuously improving internal documentation, trackers, and process guides that support scalable, efficient order operations.

• Providing excellent internal 'customer service' through clear communication, ownership of issues, and diligent follow-up.

• Contributing to ad-hoc projects and general administrative tasks that help optimise the broader post-sales and order management lifecycle.

We're looking for someone with:

• 1+ years in Deal Desk, Order Desk, Sales Operations or equivalent experience.

• A Bachelor's degree in Finance/Account, Business or related field.

• Strong attention to detail and excellent written and verbal communication skills.

• A track record of thriving in a dynamic environment, effectively managing multiple priorities with flexibility and focus.

• Strong organisational and problem-solving skills, with the ability to analyse data, spot discrepancies, and drive issues to resolution.

• Ability to build collaborative relationships with Sales, Finance, and other cross-functional partners, with a service-oriented mindset.

• Comfort working in tools and systems; experience using Salesforce or similar CRM platforms is a plus.

• Previous experience in an operations, order processing, billing, or revenue operations role is a plus but not required.

• CPQ experience nice to have.