Manager, Wholesale Order

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer strategic leadership, coaching, and performance management for teams focused on wholesale account and order management.

• Set performance expectations, monitor key performance indicators (KPIs), and ensure accountability.

• Oversee workload distribution, staffing, and resource planning to align with customer demand and service standards.

• Foster a customer-focused, collaborative, and high-performing team culture.

• Serve as a senior escalation point for complex or significant customer-related issues.

• Collaborate with Sales, Operations, Product, Finance, and Executive Leadership to ensure initiatives are aligned with organizational goals.

• Lead continuous improvement initiatives aimed at enhancing customer experience, operational efficiency, and team performance.

• Ensure adherence to company policies, legal standards, and industry regulations.

• Supervise account management support for wholesale clients, emphasizing retention, renewals, and growth opportunities.

• Provide leadership in customer service analysis, issue resolution, and proactive relationship management.

• Manage daily ASR and LSR order processing operations.

• Review ASRs and LSRs for accuracy and validate necessary data fields according to industry standards.

• Address discrepancies with customers and process orders using Oracle M6.

• Identify applicable tariffs, convert ASR data codes into USOCs and terms, and design circuit layouts.

• Determine non-recurring and recurring charges based on tariffs or client agreements.

• Deliver order status updates, resolve inquiries, inform customers about delays or facility changes, and facilitate order escalations.

• Provision network builds for new carriers and expand existing networks.

• Provide strategic direction and oversight for outsourced vendor call centers and offline support teams.

• Manage vendor relationships, contractual obligations, performance standards, KPIs, quality assurance, 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.

• Collaborate with Sales teams across customer interaction points.

• Develop and refine workflows, standard operating procedures (SOPs), and frameworks for enterprise customer lifecycle management.

• Perform additional duties as needed to support the business.

⛳️ Requirements

• High school diploma or GED.

• Bachelor’s degree in a relevant field or an equivalent combination of education and experience.

• At least five (5) years of leadership or supervisory experience in a customer service or account management setting.

• Exceptional organizational skills with the capacity to manage multiple priorities effectively.

• Demonstrated ability to learn and adapt swiftly to new systems and tools.

• Strong written and verbal communication skills across all organizational levels.

• Proficiency in Microsoft Office applications.

• Experience in the telecommunications or related industry.

• Background in supporting wholesale-level or strategic customer accounts.

• Understanding of contract terms, invoicing, and order processing practices.

• Familiarity with SIP, VoIP, Ethernet, Fiber Internet, and related services.

• Experience collaborating with agent or vendor channels.

• Familiarity with Salesforce, Oracle M6, billing platforms, and workflow tools.

• Ability to work independently while exercising sound judgment and reasoning skills.

• Capacity to multitask and collaborate effectively with others to meet deadlines.

• Keen attention to detail and strong organizational skills.

• Ability to operate within critical deadlines.

• Capability to adapt to rapidly changing priorities and schedules.

• Commitment to providing excellent customer service.

• Candidates must currently be authorized to work in the US for any employer; sponsorship is not available.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401k plan.

• Flexible spending account.

• Paid sick leave and paid time off.

• Parental leave.

• Target annual bonus.

• Quarterly performance bonus.

• Training opportunities.

• Career growth and education reimbursement programs.