Position SummaryDUTIES AND RESPONSIBILITIES:Internal & External Relations:EDUCATION AND/OR EXPERIENCE:POSITION QUALIFICATIONS:TRAVEL: ADDITIONAL INFORMATION:

lectrasa•Atlanta, GA

25d•Onsite

About The Position

The Coordinator is responsible for the update process to new releases available. New release updates include contacting the customers about the new release availability and tracking each step in Salesforce; validated the customer’s eligibility to receive new release based on contract status; coordinating with the technical team the installation, as well as to inform account managers of status as well as possible business opportunities.

Requirements

College degree preferred
Fluent in English and Spanish (French a plus)
At least 1 year of customer service experience
General Microsoft Windows experience
Knowledgeable with Microsoft Office products (Word, Excel, and Outlook)
This position requires a motivated self-starter with strong communication skills (English and Spanish) and strong customer service skills.
Ability to navigate a computer and input data into a data entry program.
Excellent verbal and written skills in English and Spanish or French
Familiarity with Salesforce and SAP or similar CRM system
Excellent listening, organizational, analytical, and problem solving skills
Strong team player with an ability to work effectively across departments and functions
Capacity to learn quickly and adapt to changing priorities
Positive demeanor in dealing with internal and external customers in fast-paced and sometimes stress-filled interactions
Possess excellent communication skills, both written and verbal
Excellent attention to detail

Responsibilities

Coordinate with SW Call Center Manager and Marketing team new release roll outs
Create follow-up email template to inform customer about new release / new functionality and necessary Hardware Requirements
Proactively follow up with evolution contract customers about new releases available
Inform account manager of customers update interest and about the training needs that come with the new release as applies
Track the entire update process per customer in Salesforce
Verify customers installed base if correct and associated contract status
Define which new Software packaged the previous Software packages migrate to; request licenses necessary for the update through Oracle, cut the licenses and assure that installed base is up to date
Update hardware keys if needed; Ship Key, licenses and software
Dispatch customer updates to proper technical team member for the installation
Monitor customers update process
Once update is completed, communicate to Account Manager to follow up on training needs
Monitor and report on monthly bases update process per application, per country (US, CN and MX).
Coordinate new software sales installations
Assure all maintenance licenses and reporting licenses for cutters are shared with the customer in a timely manner and tracked in sales force
Monitor on a weekly bases all expiring licenses and assure the customers will have the needed valid licenses in place
Other administrative customer service duties as assigned.