Customer Operations Specialist

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.

Duties:

·       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

Education:

·       College diploma or equivalent combination of education and experience

·       At least 5 years’ experience as a customer service representative in a technology environment

Qualifications and Experience:

·       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 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

o   Independently and as part of a team

o   Well under pressure and meet deadlines

o   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

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodation will be provided in all parts of the hiring process.  Applicants can make their accommodation needs known to us with their application.

Please note March Networks uses AI as part of the recruitment process.

Hiring salary range for this position is between $60,000 - $63,000. This is an existing vacancy with one opening.