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Customer Operations Specialist

2 months ago

Ottawa, Ontario, Canada March Networks Training Full time
About the Role

We are seeking a highly skilled and experienced Customer Operations Specialist to join our team at March Networks Training. As a key member of our Customer Operations Department, you will play a critical role in ensuring the seamless delivery of our products and services to our customers.

Key Responsibilities
  • Customer Service and Support
    • Provide exceptional customer service and support to our customers, resolving issues in a timely and professional manner.
    • Respond to customer inquiries and concerns, providing accurate and helpful information to ensure customer satisfaction.
  • Order Management
    • Manage customer orders from receipt to delivery, ensuring timely and accurate fulfillment.
    • Coordinate with internal teams to ensure smooth order flow and delivery of products and services.
  • Communication and Collaboration
    • Communicate effectively with customers, internal teams, and external partners to ensure seamless delivery of products and services.
    • Collaborate with cross-functional teams to resolve customer issues and improve overall customer experience.
  • Process Improvement
    • Identify opportunities for process improvement and implement changes to enhance customer experience and operational efficiency.
    • Monitor and analyze customer feedback to inform process improvements and ensure customer satisfaction.
Requirements
  • Education and Experience
    • College diploma or equivalent combination of education and experience.
    • At least 5 years' experience as a customer service representative in a technology environment.
  • Skills and Qualifications
    • 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.
    • Professional demeanor 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.
    • Attention to detail, investigative, committed to quality.
    • Resilient, ability to maintain composure in stressful situations.
    • Proactive mindset, with a high desire to resolve issues.
What We Offer

March Networks Training is an equal opportunity employer and supports a diverse workforce. We offer a competitive compensation package, opportunities for professional growth and development, and a collaborative and dynamic work environment.