Manager, Wholesale Order

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ziply Fiber

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

💼 Consulting

📦 Logistics

📡 Telecommunications

💰 Corporate Round on 2022-11

Consulting • Logistics • Telecommunications

Ziply Fiber is a leading provider of fiber-optic internet services in the Pacific Northwest, offering high-speed internet plans that cater to both residential and business customers. With a focus on transparency and customer satisfaction, Ziply Fiber provides no annual contracts, no data caps, and a variety of multi-gig internet options designed for modern households and businesses. Their services include whole home WiFi, streaming TV, and phone services, making them a one-stop solution for connectivity needs.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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