Customer Operations Specialist

March Networks•Ottawa, ON

About The Position

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you will enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You will be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. 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.

Requirements

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
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
Ability to work Well under pressure and meet deadlines
Ability to work 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

Nice To Haves

Salesforce (Sales Cloud) experience would be an asset

Responsibilities

Resolves problems with a high level of customer service, focusing on customer satisfaction and resulting in a higher level of confidence in the company and our products.
Provides phone and email support to customers. Answers questions regarding products, pricing, part number verification etc.
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.
Provides shipment confirmations and tracking information to customers as required.
Provides pro-forma invoices, freight quotes and certifications for international shipments as required
Proactively notify customers of upcoming subscription services renewals, provide relevant previous order information to make it easy for customers to renew and ensure payment
Generate all transactions related to subscription services invoicing and renewals in SAP as related to our overall order management processes
Support the transition of our hosted services subscriptions backlog to new billing system
Functions independently and makes decisions with regards to daily activities and special projects with direction from Department Manager