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2 months ago
About Haivision
Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision-making. We provide high-quality, low latency, secure, and reliable live video at a global scale. Haivision open-sourced its award-winning SRT low latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, Europe, and Asia. To learn more visit Haivision at haivision.com.
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JOB PURPOSE:
As a Business Operations Coordinator at Haivision, you will collaborate closely with our customers and internal teams to ensure that customer needs are met and that internal and external requirements are consistently followed throughout the fulfillment process. You will oversee the order fulfillment journey, from order confirmation to delivery, ensuring a seamless experience for our internal and external customers.
In this role, you will be responsible for issuing product licenses, provisioning cloud service accounts, sales support, return merchandise authorization and maintaining accurate customer records, including license requests, assets, and service contracts.
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DUTIES AND RESPONSIBILITIES:
- Respond to customer and internal team’s questions related to the order process or order status.
- Communicate any order processing issues to the customer and/or Sales Team and assist with resolving.
- Prioritize and escalate urgent orders.
- Work with Haivision’s Fulfillment Team to ensure customer orders are shipped and delivered according to the requested delivery schedule and communicate any special-order configuration requirements.
- Create, update, and ensure accuracy of customer assets, entitlements, and service contract records.
- Generate and issue product licenses to customers.
- Provision cloud service accounts.
- Manage customer access to services such as Electronic Programming Guide (EPG) access and Haivision Support Portal.
- Oversee the management of customer Return Merchandise Authorizations (RMAs).
- Ensure CRM data is accurate and up to date.
- Perform additional related duties as required
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QUALIFICATIONS:
- College diploma or equivalent in a related field.
- 2 or more years of experience in a previous Sales Operations, Sales Support, or Customer Service role.
- Strong customer service skills are essential.
- Excellent knowledge of CRM functionalities including salesforce.com.
- Excellent knowledge of Microsoft Office.
- Strong focus on operations and/or business processes.
- Excellent time management skills.
- Excellent verbal and written communication skills.
- Previous experience in logistics is an asset.
