Supervisor, Order Management - Cox Business

Las Vegas, Nevada
Jul 09, 2019
Account Management
Metro Area
Las Vegas
Full Time
The Supervisor of Order Management and Sales Support typically supervises, coaches and develops a team of non-exempt support and service employees. Supervises the direction, coordination, execution, control and completion of order management functions associated with Cox Business customers. This includes scope of work review, risk assessment & management; order planning, fulfillment, estimating, and tracking reporting, management and internal and external customer communications. Provides feedback and guidance to direct reports; resolves issues related to escalated order coordination.

Essential functions of the role include leading people, improving process, driving results, collaboration, communication, administrative activities and self-development. Primary responsibilities within these functions include:
• Oversees performance and reliability of team, leads change and facilitates environment of continuous process improvement, recommends changes to workflows and processes, establishes and implements technical and operational performance standards.
• Develops self and others, models accountability, provides leadership and sets overall performance goals and expectations for the department.
• Interfaces with customers and vendors to ensure the integrity of Cox Business solutions. Provides guidance to Order Management Specialists and serves as the single point of escalation for customer resolution.
• Implements and documents coaching, performance improvement and recognition plans to optimize individual and team performance. Administers performance evaluations.
• Reviews team performance regularly with Manager or Director to identify opportunities to improve results.
• Develops and maintains strong and positive relationships with staff, peer groups, leadership, customers, vendors, contractors and other stakeholders.
• Implements formal and informal practices and procedures to motivate and recognize employees and ensure employee engagement is high.
• Ensures accurate employee compensation by tracking and managing time and labor.
• Manages attendance tracker to track progressive steps for disciplinary action.
• Demonstrates enterprise wide thinking by collaborating across regions on special projects and develops, builds and manages relationships with Center and regional peers.
• Leads team meetings and team huddles to coordinate order management efforts and communicate changes in direction, products, policies, expectations and standards.
• Supervises coordination of new, multi-location, and/or complex projects, order entry of service codes and billing to ensure orders are accurate, complete, and entered in a timely fashion to meet or beat installation due dates.
• Reviews customer inquiries, problems, requests, and suggestions. Translates and executes strategy, works with Order Management Specialists to determine appropriate solutions and/or responses.
• Communicates information and changes to order requirements and scheduled dates to staff, department leaders, and cross functional departments and stakeholders effectively.
• Conducts on-site post installation review and installation with customer when appropriate.
• Prepares expense reports and controls expenses while meeting or exceeding revenue goals.
• Partners with various internal departments, vendors and customers to define project priorities and requirements, course of action, resource allocation, project and installation due dates.
• Ensures compliance with all federal, state and local commission and agency rules and regulations and communicates to team and boundary partners as required.
• Attends job-related training and informally remains current on technical information regarding Cox’s telephony, data, and video products and offerings, and order management through completion of required / recommended training programs.
• Works directly with Manager, Sales Operations leadership, as well as inside and outside sales departments in support of Order Management activities.

3+ years experience in a supervisory or people leader role.
5+ years in telecommunications or related field (service delivery).
Must be an independent manager, with strong communication skills to facilitate across the various groups in the organization.
Ability to develop and lead a high-performing team of professionals.
Strong financial business acumen. Excellent analytical skills, including database and/or statistical modeling experience.
Quantifiable accomplishments in development and attainment of aggressive retention/sales goals.
Strong presentation skills.
Excellent knowledge of Microsoft Excel, Word, Access, PowerPoint and Outlook.


BS/BA in related discipline highly desired.
Prior experience in supporting Sales preferred.
Prior telecommunications industry experience preferred.
Knowledge and proficiency with ICOMS


About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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