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Customer Operations Specialist
2 months ago
About March Networks
March Networks is a global technology company that values innovation, teamwork, and customer satisfaction. We strive to create a positive working environment where our employees can thrive and grow professionally.
Job Summary
We are seeking a highly skilled Customer Operations Specialist to join our team. The successful candidate will assist in achieving corporate goals and objectives by providing exceptional customer service and support.
Key Responsibilities
- Resolve customer complaints and issues in a timely and professional manner, ensuring high levels of customer satisfaction.
- Provide technical support and guidance to customers, including product information, pricing, and order management.
- Liaise with internal departments, including Sales, Finance, Product Management, and Operations, to ensure smooth order flow and delivery of products.
- Generate transactions related to order management in SAP, including hardware, software, and services product lines.
- Provide pro-forma invoices, freight quotes, and certifications for international shipments as required.
- Ensure timely shipment confirmations and tracking information are provided to customers.
- Work independently and make decisions regarding daily activities and special projects with direction from the Department Manager.
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.
- 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, 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 is an equal opportunity employer and supports a diverse workforce. We offer a positive working environment, flexibility, and opportunities for professional development.
