Customer Operations Specialist
- Ottawa, ON, Canada
Hiring salary range for this position is between $60,000 - $65,000. · Full-time
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Job details
- Pay
- Hiring salary range for this position is between $60,000 - $65,000.
- Job type
- Full-time
- Apply by
- Experience
- At least 5 years' experience as a customer service representative in a technology environment
- Posting language
- English
- Posted
Original job description
March Networks is an established global leader in the video surveillance industry and works with the world's largest retailers and banking institutions. Our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you'll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.
Purpose:
Reporting to the Manager, Customer Operations, the Customer Operations Specialist will assist with the achievement of corporate goals and objectives by acting in a support role for all customer related issues within the Customer Operations Department. The Customer Operations Specialist interfaces internally with all levels and departments in the organization to ensure that customers' orders are entered and fulfilled in a timely manner and customers' needs are handled in a seamless and professional manner.
Duties:
Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application.
Please note March Networks uses AI as part of the recruitment process.
Hiring salary range for this position is between $60,000 - $65,000. This is an existing vacancy with one opening.
Purpose:
Reporting to the Manager, Customer Operations, the Customer Operations Specialist will assist with the achievement of corporate goals and objectives by acting in a support role for all customer related issues within the Customer Operations Department. The Customer Operations Specialist interfaces internally with all levels and departments in the organization to ensure that customers' orders are entered and fulfilled in a timely manner and customers' needs are handled in a seamless and professional manner.
Duties:
- Resolves complex and escalated customer issues with a high level of judgment and discretion, serving as a point of escalation for the team, focusing on customer satisfaction, and resulting in a high level of confidence in the company and its products
- Serves as a subject-matter resource for customer phone and email support, guiding customers on topics regarding our products such as part number verification, pricing, availability, and lifecycle (New product introduction, End of life)
- Liaises with the Sales, Finance, Product Management, Legal and Operations departments to ensure smooth order flow, delivery of product and successful resolution of customer needs (on time delivery and product shortage mitigation)
- Generates all transactions related to order management in SAP while adhering to company processes for hardware, software and subscription services product lines, ensuring process adherence and identifying/correcting errors before they impact customers
- Provides shipment confirmations and tracking information to customers as required, supporting the customers on complex or high-priority shipments requiring judgment calls (e.g., expedited freight, split shipments, customs issues)
- Provides pro-forma invoices, freight quotes and certifications for international shipments as required, including non-standard or high-complexity cases
- Functions with a high degree of independence, exercising sound judgment and decision-making authority on daily operations, escalations, and special projects with minimal oversight from the Department Manager
- College diploma or equivalent combination of education and experience
- At least 5 years' experience as a customer service representative in a technology environment
- Demonstrated experience working with international customers in various time zones
- SAP experience in Order Management (SD) is required
- Salesforce (Sales Cloud) experience would be an asset
- Sound problem solver and decision maker
- Professional demeanour and excellent customer service focus
- Strong knowledge of MS Office (Word, Excel, PowerPoint)
- Excellent interpersonal, organizational, influencing, and communications skills for both customer and inter-company interactions
- Ability to manage customer expectations
- Ability to work
- Independently and as part of a team
- Well under pressure and meet deadlines
- In a fast-paced, dynamic environment, ability to prioritize and multitask
- Attention to detail, investigative, committed to quality
- Resilient, ability to maintain composure in stressful situations
- Proactive mindset, with a high desire to resolve issues
- Global Exposure
- Medical/Dental benefits offered immediately from Day 1
- Health club reimbursement
- Professional development support
- Company holiday closure
Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application.
Please note March Networks uses AI as part of the recruitment process.
Hiring salary range for this position is between $60,000 - $65,000. This is an existing vacancy with one opening.
More about this job
Responsibilities
Resolve complex customer issues and provide expert phone and email support on product details, pricing, availability, and lifecycle. Manage SAP order transactions, coordinate with internal departments to support timely fulfillment, and handle shipment information and international shipping documentation.
Requirements
Requires a college diploma or equivalent education and experience, plus at least five years of customer service experience in a technology environment. Candidates need international customer support experience and SAP Order Management (SD) experience, along with strong communication, problem-solving, organizational, and customer service skills; Salesforce Sales Cloud experience is an asset.
Skills
- Customer Service
- Customer Issue Resolution
- Order Management
- SAP Order Management (SD)
- Salesforce Sales Cloud
- International Customer Support
- Problem Solving
- Decision Making
- Communication
- Interpersonal Skills
- Organization
- Prioritization
- Multitasking
- Attention To Detail
- Microsoft Office
Benefits
- Medical And Dental Benefits
- Health Club Reimbursement
- Professional Development Support
- Company Holiday Closure
- Work-Life Balance
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Logistics
- Technology
Keywords
- Customer Operations
- Customer Service
- Video Surveillance
- Order Management
- SAP
- SAP SD
- Salesforce Sales Cloud
- Microsoft Office
- Order Fulfillment
- Customer Escalations
- Product Lifecycle
- Pricing
- Product Availability
- Shipment Tracking
- International Shipments
- Pro-Forma Invoices
- Freight Quotes
- Customs
- On-Time Delivery
- Product Shortage Mitigation
- Hardware
- Software
- Subscription Services
- Cross-Functional Coordination
- Customer Satisfaction