Order Management Lead

Job Title: Order Management Lead
Location: Wright City, MO 
Start Date: Immediate 
About Gateway: 
Gateway Fiber is seeking an outstanding individual to fill the role of Order Management Lead (CSS). Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.  
 
Gateway’s Beliefs About People: 
Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.  
Expected Outcomes and Requirements: 
Gateway is hiring an Order Management Lead to enhance the overall customer experience by ensuring accuracy within the ordering process. As a key member of the customer service team, you'll play an integral role in maintaining Gateway's industry-leading customer service standards while supporting our mission to add 100,000 residential and business passings per year. The Order Management Lead is expected to contribute in the following significant ways: 

• Ensure communication consistently adheres to the highest standards of customer support and aligns with company guidelines.
• Review customer orders to ensure accuracy in detail.
• Collaborate with residential and commercial sales, order processing teams, and customer service for order entry, processing, and any discrepancies.
• Assist in overseeing the customer order flow throughout the process.
• Work closely with Commercial Sales, verifying order accuracy within the billing system, packages, promotions.
• Serve as a liaison between Commercial Sales and the End User
• Provide consistent updates and reports to management regarding order status, volume, and any persistent issues to facilitate ongoing enhancement.
• Train and mentor junior staff on order management best practices to maintain high standards of accuracy and efficiency within the team.

The successful candidate will bring the following to the table: 

• Associate degree in Business, Communications, or a related field preferred, or equivalent work experience in order management, customer service, or telecommunications
• Attention to detail and commitment to maintaining order accuracy across all customer interactions and processes
• Experience in order management or customer service roles, preferably within telecommunications or related industries
• Excellent communication skills, with the ability to effectively liaise between sales, customer service, and other internal teams
• Proficiency in CRM systems and billing software, with an ability to learn new tools quickly
• Problem-solving skills to identify and resolve order discrepancies efficiently, supporting a seamless customer experience
• Organizational skills to manage multiple orders and priorities simultaneously while supporting Gateway’s growth objectives

What’s in it for you? 

• Seeing your work make a positive difference in the lives of our served communities. 

• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment). 

• Locally owned, friendly, innovative company with high growth projections. 

• Career development. 

• To learn skills and participate in critical projects in all areas of the business.