Customer Operations Associate
Customer Operations Associate
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1-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
At Softchoice we aim to unleash the potential of people and technology.
Our company was built around the idea that success is only possible through team success. We foster a culture of inclusion and fairness where diverse interests experiences and backgrounds are celebrated. We strive to empower and unleash the potential of everyone to ensure that every employee has a path to success. Win it together to make life better for each other our customers our partners and our communities.
As a member of Customer Operations you will work 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 a combination of speed quality and accuracy.
You will collaborate with customers to help them look great and leverage problemsolving skills to proactively address issues before they arise.
As a Customer Operations Associate (COA) you will be responsible for delivering a bestinclass customer experience while 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 fastpaced collaborative environment.
Key activities in this role include:
Identifying troubleshooting and resolving order issues.
Proactively updating customers on the status of their orders.
Providing alternative solutions to resolve fulfillment challenges.
To be effective in this role the COA will build and cultivate strong relationships acting collaboratively with sales distribution partners customers and other members of the Customer Operations team.
- Manage customer orders with a focus on quality and accuracy
- Fulfill orders with suppliers including:
- PO submission: Confirming stock availability providing instructions managing vendor inquiries updating order status
- Ensure accuracy of Estimated Time to Ship (ETS) dates
- Proactively manage open orders to drive faster delivery and better pricing by sourcing new vendors and searching for alternative stock locations.
- Prevent reduce and resolve rejected orders.
- Prioritize and manage a high volume of requests from Customers and Sales Teams.
- Create crossfunctional relationships to support product delivery and postsales support.
- Engage customers directly to: Resolve issues Clarify order requirements Ensure timely product delivery
- Keep customers proactively informed about order statuses.
- Collaborate with peers to improve the customer experience continuously.
- Establish and maintain high customer satisfaction scores (NPS).
- Proactively search and provide replacement products to Customers and Sales when necessary.
Requirements
- Energetic and enthusiastic with strong communication skills and a focus on customer satisfaction.
- Extremely detailoriented and organized providing clear and accurate updates to relevant teams.
- Ability to work in a crossfunctional environment at all levels.
- Strong interpersonal organizational and communication skills.
- A motivated selfstarter with strong problemsolving abilities and a track record of meeting and exceeding goals through creativity and relationship building.
- Basic knowledge of and ability to navigate Microsoft Excel and Outlook.
- Excellent time management skills with the ability to prioritize work from multiple streams.
- Thrives in a fastpaced yet fun work environment.
- Experience in customer support and purchasing.
- Experience working with SAP is considered an asset.
Benefits
Great Place to WorkCertified Company
Energetic and enthusiastic, with strong communication skills and a focus on customer satisfaction. Extremely detail-oriented and organized, providing clear and accurate updates to relevant teams. 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 abilities and a track record of meeting and exceeding goals through creativity and relationship building. Basic knowledge of and ability to navigate Microsoft Excel and Outlook. Excellent time management skills, with the ability to prioritize work from multiple streams. Thrives in a fast-paced yet fun work environment. Experience in customer support and purchasing. Experience working with SAP is considered an asset.
Education
Bachelor's Degree
Employment Type
Full Time
