Supervisor, Order Management - Cox Business

Baton Rouge, Louisiana
Aug 01, 2019
Account Management
Metro Area
Full Time
PURPOSE Responsible for the direction, coordination, execution, control, and completion of order management functions associated with Retail Cox Business customers. This includes the 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 other coordinators; resolves issues related to escalated order coordination. MAJOR TASKS 
  • Interfaces with customers and vendors to ensure the integrity of Cox solutions. Provides guidance to order coordinators and serves as the single point of escalation for customer resolution.
  • Oversees order coordination, department processes, and workflow as defined by Cox Business.
  • Supervises coordination of new, multi-location, and 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.
  • Provides order management support for Cox Business service delivery process.
  • Oversees coordination and support for Government, Enterprise, and Public Sector for large, complex, and multisite customers (e.g. national carriers, government, large retail, etc.).
  • Oversees performance and reliability of team, leads change and facilitates the environment of continuous process improvement, recommends changes to workflows and processes, establishes and implements technical and operational performance standards.
  • Adheres to procedural and administrative aspects of customer installation.
  • Reviews customer inquiries, problems, requests, and suggestions. Translates and executes strategy, works with Order Coordinators to determine appropriate solutions and/or responses.
  • Translates customer requirements to internal workgroup and escalates as appropriate.
  • Ensures compliance with all federal, state and local commission and agency rules and regulations and communicates to the team and boundary partners as required
  • 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 the customer.
  • Oversees coordination with vendors and other points of contact for building access and install dates.
  • Partners with various internal departments, vendors, and customers to define project priorities and requirements, course of action, resource allocation, project and installation due dates.
  • Develops self and others, models accountability, provides leadership and sets overall performance goals and expectations for the department.
  • Promotes a positive work environment and attitude of operational excellence.
  • Develops and maintains strong and positive relationships with staff, peer groups, leadership, customers, vendors, contractors, and other stakeholders.
  • Demonstrates enterprise-wide thinking by collaborating across regions on special projects and develops, builds and manages relationships with Center and regional peers.
    • 3+ years of experience in a related field.
    • 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 telecomm industry experience preferred.
    • Prior people leadership experience.

    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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