Customer Fulfillment Manager

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Customer Fulfillment Manager

Utilize your talent for finding and implementing process improvements as our Customer Fulfillment Manager. This new role for BendBroadband will develop and implement best of class processes and procedures pertaining to scheduling, technician routing, provisioning and other customer-impacting operations.

Make an immediate impact as you:
• Uncover opportunities where we can work more efficiently and drive out cost and waste.
• Work on a variety of projects in close collaboration with other BendBroadband teams; your group impacts many areas of our business.
• Be a catalyst for change to further deliver our business objective: Make being a customer surprisingly easy and enjoyable.
• Employ your analytical talents by using metrics and reporting systems to steer us in the right direction.
• Play a key role in implementing our new workforce management system.
• Support the learning culture of BendBroadband by creating a development program for your team. Not to be left out; this role will give you a myriad of opportunities to continue your own career growth.

About BendBroadband

At the heart of BendBroadband, we’re a local company who believes in the power of community - community among our employees, amongst our fellow Bend area businesses and amongst our city’s residents. This belief helps to drive us to do the very best we can for our employees and our customers.

Community in our office means support, communication and the knowledge that no door is closed to any of our employees. We believe in the power of ideas and creativity and foster this environment with our employees. Have an idea to share? We’re all ears! We’re all in it together and believe that teamwork and community among our employees only makes us better for our customers.

Bendbroadband’s sense of community extends beyond our walls. We know that Bend is a vibrant place with ample and exciting events and recreational activities – after all, we live here too.

This is the type of opportunity that could define your career. We realize you are more than your resume; please include a list of your related work accomplishments within your resume when you apply. Apply online at
BendBroadband offers a collaborative work environment, training and development opportunities, competitive pay and excellent benefits that include a 401k plan with generous company match and free broadband services.


Position Title: Customer Fulfillment Manager

Reports to: Director of Customer Service Pay Grade: 13

Position Summary: The Customer Fulfillment Manager is responsible for ensuring efficient logistical operations of all scheduled work, provisioning, and operational processes to drive the ‘Surprisingly Easy and Enjoyable’ customer experience before installation, during installation, and post install and/or a service visit. The Customer Fulfillment Manager develops and implements best of class processes and procedures that are proactively maintained to exceed the company’s quality and performance standards. Implements, maintains and enhances metrics/reporting systems to support ongoing measurement against performance benchmarks. Using a team based approach, develops and nurtures a customer-driven culture. Position requires collaboration with several cross functional technical, service, and business teams where strong analytical, problem solving and leadership skills are essential for success.

Essential Duties and Responsibilities:
• Actively seeks process improvement initiatives to drive out cost and waste while delivering exceptional service resulting in customer loyalty and positive brand image.
• Develops action plans to exceed company standards for productivity, performance and quality. Develops and maintains department KPI dashboard.
• Work with leadership team to create and implement Com-Tech (formerly Dispatcher/TOSS) development program.
• Integrates residential and small/medium business provisioning into team.
• Develops and implements internal customer satisfaction feedback tools. Uses feedback to guide business decisions and process improvement initiatives.
• Motivates a team through performance coaching, career planning and setting educational and customer service objectives. Focuses on associate retention and morale.
• Communicates expectations and inspires performance for work adherence and compliance, work order accuracy, and exceed service level goals; Utilizes reports and other technologies to track performance.
• Builds relationships within BendBroadband to deliver excellent customer service and align with key objectives.
• Facilitates the routine update of procedures and policies to reflect the evolving requirements of BendBroadband.
• Uses strong communications skills, both verbal and written. Strong interpersonal, communication and organizational skills with an emphasis on team building. Professionally interacts with customers and co-workers. Remains calm under pressure.
• Participates at a staff level with strategic planning and budgeting.
• Other duties as assigned.



Leadership Deliverables:

• Leads the Example and Ensures Delivery of Our Brand Promise: Diligently drives customer satisfaction by ensuring our products and services are reliable, drives employee satisfaction and Company performance by ensuring each individual has the tools and skills required to successfully complete their responsibilities, intimately understands the needs of customers and Position Description employees, works with peers to keep team informed about products and services, leadership conduct and performance is consistently reliable and trustworthy.
• Aligns Objectives with Company Strategy: Links functional unit strategy and objectives with company and department strategy. Continually ensures work is aligned with key priorities. Communicates and builds energy around company and functional unit objectives.
• Sets Expectations: Clearly defines and communicates functional unit and individual goals and responsibilities. Establishes and communicates the methods for assessing and measuring functional unit and individual performance. Maintains high standard of expectation for outcomes produced.
• Builds a Talented and Flexible Team: Defines talent needs. Retains top talent. Uses open positions to build team strength. Aligns employee talents with work objectives. Enables performance with appropriate coaching, tools, and information. Promotes employee input and on-going development. Promotes diversity and understanding of others.
• Actively Manages All Performance: Enables performers to achieve objectives through coaching, feedback and appropriate reinforcement. Provides consistent, timely and honest performance feedback. Provides rewards, recognition and praise for good work. Proactively manages low performance.
• Project Management: Articulates and leads the vision, identifies key roles and responsibilities, conducts agenda driven meetings, builds a collaborative environment, actively manages all performance of team members, meets objectives, and regularly shares performance feedback with direct supervisors.

Preferred Prerequisites:

• Bachelor’s degree in business administration or technical field; or the equivalent education, leadership and technical experience. Solid business acumen a must.
• Understanding and experience in a Dispatch setting.
• 5 + years progressive experience in the customer service field, requiring strong technical knowledge and expertise.
• 5 + years progressive experience in management level position. Experience, knowledge, skills, and demonstrated ability to meet Leadership Deliverables. Has the functional and technical knowledge and experience to do the job at a high level of accomplishment.
• Proven leadership experience and the ability to develop and coach staff. Pursues ongoing education and information to develop skills in the area of leadership and communication.
• Possesses advanced communication skills, both verbal and written. Ability to initiate difficult conversations.
• Advanced understanding of computers and software programs: (PC and/or Macintosh), Internet, Excel, Word, Outlook, PowerPoint, EmpowerTime/payroll reporting software, and billing system(s).
• Experience in managing multiple projects, demonstrating quantitative and qualitative skills. Must be highly organized and manage time well and deliver on time.
• Advanced ability to create, deliver and analyze meaningful reports.
• Possesses strong work ethic with an emphasis on team commitment.
• Involved in technical and customer service industry organizations and maintains contacts with industry peers to discover and implement best practice systems.
• Demonstrates excellent customer service and technical support skills and the ability to develop these skills in staff. Believes in teamwork, collaboration, adaptability and initiative.
• Final applicants are required to take and satisfactorily pass a pre-employment drug test and criminal background check within 24 hours of notification.

Physical requirements:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Frequently Sit and/or stand for long periods of time.
• Frequent use of keyboard and computer screen.

x x x x Canceled/Expired Listing x x x x

listed 05.31.13 • expires 08.29.13