Supervisor, Service Delivery & Order Processing - Cox Business
Cox Communications - Las Vegas, NV

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Position Details
Position Summary: Responsible for providing support and leadership to Sales Support staff to ensure orders are scheduled appropriately, installed accurately and on time. Ensures that the Sales Support staff provides support for the Cox Business Services customer base and Sales Team. Responsible for the coordination of all sales reporting functions and works with direct reports to maintain a high level of customer satisfaction.

Direct Reports include:
CB Sales Support Specialists (Lead & Enterprise)
CB Sales Support Admin
CB Sales Support Coordinators
CB Sales Support Clerks

Primary Responsibilities/Tasks - Essential Functions
Provides direction and motivation of direct reports in order to maintain productivity and quality of all orders. This includes the monitoring of the Synergy Database.
Conducts reviews and coaching session for all direct reports to ensure development and improved performance.
Handles issues escalated from direct reports.
Leads and motivates a team to ensure department and corporate goals are met or exceeded.
Works with the various sales channels to ensure their direct reports are providing the necessary assistance in order processing.
Assists direct reports by preparing development plans and encouraging future growth.
Sets work flow direction/assignments for ASRs.
Serves as the primary customer contact responsible for monitoring and tracking orders through to completion.
Assists Sales Representatives by monitoring orders and assisting orders through the work flow channels. Escalates order delay issues to the Manager of Service Delivery as appropriate
Provides updates on order status to customers, Sales Representatives, and Sales Executives as appropriate
Reviews finalized orders and ensures they are routed appropriately to Project Management or Account Service Representatives (ASRs)
Audits of all fiber orders to ensure accurate billing and appropriate order entry.
Ensures revenue attainment by managing Pending Reports and Not Done Reports in order for maximum revenue realization.
Completes Customer Service Record (CSR) requests.
Identifies and implements process improvements that will result in putting orders on line faster and with fewer errors.
Monitors calls to ensure our customers are having the best experience possible.
Performs daily audits to ensure synergy notifications are being worked in a timely manner, jeopardy codes are being used appropriately and customer confirmation emails are being sent.
Remains current on technical information regarding Coxs telephony, data, and video products and the order completion process.
Performs daily audits to ensure departmental tasks are being worked in a timely manner and project jeopardy codes are being used appropriately.
Remains current on technical information regarding Coxs telephony, data, and video products and the order completion process.
Performs other duties as required.


Required Knowledge, Skills, Abilities
Typically requires BS/BA in related discipline; some disciplines may only require Associates degree.
Generally 3 to 5 years experience in related field. Certification is required in some areas

System Requirements
Bachelors degree and/or equivalent experience
3+ years sales support experience with demonstrated leadership ability
Demonstrated ability to effectively communicate with Sales Support staff, Sales team, customers, and other functional groups as necessary.
Demonstrated ability to analyze orders to determine accuracy and completeness.
Strong project management skills.
Strong technical aptitude.
Demonstrated ability to manage multiple tasks.
Strong organizational and administrative skills.
Strong people and relationship management skills
Strong written and verbal communication skills
Strong computer skills including Windows based applications (Word, PowerPoint, Excel, Access) and workflow software.
Demonstrated ability to motivate, lead, coach and counsel team members

Recommended Knowledge, Skills, Abilities
BS/BA in Business Administration, Management preferred
Business or professional sales experience preferred
Knowledge of communications industry; experience in industry preferred
Report writing skills, including Query and/or Oracle Discoverer
ICOMS Billing System knowledge

Physical Qualifications:
Physical Efforts:
Ability to carry and lift up to 10 pounds. Hearing, vision, depth perception and hand to eye coordination to perform job duties.

Visual Requirements:
Clarity of vision to include near vision (20 inches or less) and mid range vision (more than 20 inches and less than 20 feet).

Cox Communications and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

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

About this company
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Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home...