Manager, Wholesale Order

Vaga não está no LinkedIn

🕒 6 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $75.000 - $125.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 0%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Ziply Fiber

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2020

💼 Consultoria

📦 Logística

📡 Telecomunicações

💰 Corporate Round em 2022-11

Consulting • Logistics • Telecommunications

Ziply Fiber é um fornecedor líder de serviços de internet de fibra óptica no noroeste do Pacífico, oferecendo planos de internet de alta velocidade que atendem tanto clientes residenciais quanto empresariais. Com foco na transparência e satisfação do cliente, a Ziply Fiber oferece serviços sem contratos anuais, sem limites de dados e uma variedade de opções de internet multi-gig projetadas para lares e empresas modernos. Seus serviços incluem WiFi para toda a casa, TV via streaming e serviços telefônicos, tornando-a uma solução completa para necessidades de conectividade.

Descrição

• Provide strategic leadership, coaching, and performance management for wholesale account and order management teams • Establish performance expectations, monitor KPIs, and drive accountability • Manage workload distribution, staffing, and resource planning to meet customer demand and service levels • Champion a customer-centric, collaborative, high-performing team culture • Act as a senior escalation point for complex or high-impact customer issues • Partner with Sales, Operations, Product, Finance, and Executive Leadership to align initiatives with organizational priorities • Lead continuous improvement efforts to enhance customer experience, operational efficiency, and team performance • Ensure compliance with company policies, legal requirements, and industry regulations • Oversee account management support for wholesale customers, focusing on retention, renewals, and growth • Provide leadership on customer service analysis, issue resolution, and proactive relationship management • Oversee day-to-day ASR and LSR order processing • Review ASRs and LSRs for completeness and validate required data fields using industry-standard guidelines • Resolve discrepancies with customers and issue orders in Oracle M6 • Determine applicable tariffs, translate ASR data codes into USOCs and terms, and create circuit layouts • Establish non-recurring and recurring charges based on tariffs or customer contracts • Provide order status updates, resolve questions, advise customers of delays or facility changes, and coordinate order escalations • Provision network builds for new carriers and expansions of existing networks • Provide strategic direction and oversight for outsourced vendor call centers and offline support teams • Manage vendor relationships, contractual obligations, performance standards, KPIs, QA, scorecards, business reviews, and workforce management • Analyze operational performance, customer trends, and service gaps • Support strategic wholesale account planning, renewal strategies, risk mitigation, and expansion initiatives • Partner with Sales teams across customer touchpoints • Develop and refine workflows, SOPs, and frameworks for enterprise customer lifecycle management • Perform other duties as required to support the business

🎯 Requisitos

• High school diploma or GED • Bachelor’s degree in a related field or equivalent combination of education and experience • Minimum of five (5) years of leadership or supervisory experience in a customer service or account management environment • Strong organizational skills with the ability to manage multiple priorities • Proven ability to learn and adapt quickly to new systems and tools • Strong written and verbal communication skills across all organizational levels • Proficiency in Microsoft Office applications • Telecommunications or related industry experience • Experience supporting wholesale-level or strategic customer accounts • Working knowledge of contract terms, invoicing, and order processing • Familiarity with SIP, VoIP, Ethernet, Fiber Internet, and related services • Experience partnering with agent or vendor channels • Experience with Salesforce, Oracle M6, billing platforms, and workflow tools • Ability to work independently and apply sound judgment and reasoning skills • Ability to multitask and collaborate effectively with other personnel to meet deadlines • Attention to detail and organizational skills • Ability to work within critical deadlines • Ability to adjust to rapidly changing priorities and schedules • Ability to provide excellent customer service • Applicants must be currently authorized to work in the US for any employer; sponsorship is not available

🏖️ Benefícios

• Medical, dental, and vision insurance • 401k • Flexible spending account • Paid sick leave and paid time off • Parental leave • Target annual bonus • Quarterly performance bonus • Training • Career growth and education reimbursement programs