Order Expert Manager

| Greater Boulder Area
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Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description

This Order Expert team is responsible for providing an effortless customer experience while managing existing service changes for a large base of customers. The Order Expert will facilitate move, add, change and upgrade requests from the sales team. They will also be responsible for assisting with ASR’s, disconnects, and other requests ad hoc requests related to Service Orders. In addition to these responsibilities, the Order Expert will work closely with product teams on renewals and trade-ins. They will also be the main point of contact to assist sales folks when troubleshooting errors within the system as they relate to service orders. In the event that Zayo purchases another fiber asset, the Order Expert team will also be called on to assist the Billing Integrations team with service entry and invoice verification prior to billing go-live.

 

The team manager is responsible for accomplishing team objectives, managing staff, setting clear expectations and taking ownership of overall team performance. The manager will aid in the team's career development through regularly scheduled 1:1’s and RADs, PCIP, quarterly reviews and KPI’s. The Order Expert manager will be the main point of contact for internal customer calls and escalations, develop and execute process improvements, and maintain a close relationship with product management and sales to ensure order accuracy.

Responsibilities

  • Send Expert Score Cards on a Monthly basis with constructive feedback.

  • Run bulk MAC requests using the Salesforce Data Loader when needed. 

  • Conduct 1:1’s and RAD sessions. 

  • Process Auto-Renewals for Services set to expire when needed. 

  • Ensure the Order Expert dashboard is up to date and accurate

  • Maintain data integrity across embedded base for services renewing via automated jobs.

  • Assign daily goals to each of the Order Expert team members

  • Troubleshoot errors within Salesforce to aid sales people when creating or moving orders when needed. 

  • Maintains staff by recruiting, selecting, orienting, and setting up training for employees.

  • Work closely with product teams within Zayo to get approved pricing for renewals, upgrades, etc.

  • Facilitate orders received via the ASR queue and review to make appropriate changes at the service level when needed. 

  • Develop and present processes related to order expert workflow. 

  • Aid in sales training and onboarding as it relates to order expert processes. 

  • Stage orders for disconnect requests and ensure orders are processed in a timely manner when needed. 

  • Main point of contact on calls with customers when they are seeking assistance outside of the standard requests. 

  • Assist the Billing Integrations team to create orders and review invoices prior to sending bills following the close of an acquisition.

  • Handle service change requests that come in through the ASR queue and get orders created and moved quickly.

  • Coordinate with various product teams to ensure order accuracy.

  • Help the business operations team drive process improvements related to orders, ASR’s, etc.

 

Qualifications

  • Bachelor’s Degree or equivalent work experience.

  • 2-4 years in telecom space preferred.

  • At least 1-year experience in the Order Expert role or Sales preferred.

  • Proficiency with Salesforce reports and dashboards.

  • Attention to detail with strong organizational capabilities.

  • Ability to prioritize with good time management skills.

  • Excellent communication skills, both verbal and written.

  • Effective problem solving and interpersonal skills.

  • Ability to multi-task and manage competing requests in a professional manner.

  • Desire to understand processes, identify improvements, and implement change.

  • Basic understanding of telecommunications products.

 

Rewards

  • Competitive compensation

    • Base salary range: $74,856-$81,491

    • Full-time Zayo employees are also eligible for discretionary quarterly short-term and long-term incentive cash bonuses which are based on the performance of the Company, an employee’s business segment, and the individual employee

  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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