Associate, Customer Operations

5 months ago

Montréal, Canada Softchoice Full time

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

**The impact you will have**:
Do you have what it takes to exceed our customers’ expectations? We’re looking for dedicated and motivated individuals who can help us deliver a great customer experience with every interaction.

As a member of our Customer Success Organization, you will be working directly with customers and partners to provide the best fulfillment experience possible. With a focus on operational excellence and customer satisfaction, you will ensure that customer orders are managed with combination of speed, quality and accuracy. You will be working with customers to help them look great and leverage a mix of problem solving and proactivity to head off issues before they come up.

As an **Customer Operations Associate** (COA), you will be responsible for providing our customers with a best in class experience and maintaining consistently high customer satisfaction scores. As part of a team, you’ll support a specific set of Customers & Sales Representatives by providing fulfillment expertise in a fast paced, collaborative environment.

Key activities within this process include identifying, troubleshooting, and resolving order issue, proactively updating the customer on the status of their order and providing alternative solutions to resolve fulfillment issues.

To be effective in this role, the COA will build and cultivate strong relationships & act collaboratively with sales, distribution partners, customers, and other members of the Customer Success team.

**What you will do**:

- Customer Operations
- Manage customer orders with a focus on quality, accurate and speed
- Fulfill orders with suppliers (i.e. PO Submission, confirming stock, providing instruction, managing vendor questions, updating order status)
- Maintain a high degree of accuracy and completeness on Estimated Time to Ship dates
- Proactively manage open Orders for Customers to drive faster delivery and better pricing by sourcing new vendors and searching for alternative stock locations
- Prevent, Reduce and Resolve Rejected Orders
- Prioritize & manage high volume of requests from Customers & Inside Sales Team
- Provide coverage support to extended Customer Operations Teams
- Product catalog setup and maintenance (i.e. help source the stuff customers need)
- Customer Experience
- Engage the customer directly to resolve issues, clarify order requirements & ensure delivery of product
- Keep customers proactivity informed about the status of their orders
- Ideate with your peers on how to continuously improve the customer experience
- Establish and Maintain high customer satisfaction scores
- Proactively Search & provide replacement products to Customers & Sales when needed

**What you bring to the table**:

- Energetic, enthusiastic and able to communicate effectively with customers with a focus on customer satisfaction
- Extremely detail-oriented, organized and able to provide clear and accurate updates to relevant teams
- An ability to work in a cross-functional environment at all levels
- Strong interpersonal, organizational and communication skills
- A motivated self-starter with strong problem-solving skills and a track record of meeting and exceeding goals through creativity and relationship building
- Solid working knowledge of the Microsoft Office suite, specifically Word and Excel
- Excellent time management skills & ability to prioritize work from multiple streams
- Thrives in a fast-paced but fun work environment
- Fundamental understanding of the IT industry and technology solutions including hardware, software and service offerings
- 3 years’ experience in a Purchasing or Sales Support role preferred
- Experience working with SAP considered an asset

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

**Why people love working here**:

- We offer hybrid and remote working opportunities.
- Comprehensive benefits from day one of employment.
- We offer meaningful work and

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