Customer Operations Specialist
hace 6 días
ROLE SNAPSHOTJoin our global Cyber Customer Operations team in a critical role responsible for accurate and timely order fulfillment. Youll drive a customer-focused billing strategy, utilize deep product/process knowledge, and collaborate cross-functionally to ensure seamless customer experiences. A successful Specialist is detail-oriented, thrives in fast-paced environments, and embraces continuous personal and professional growth.KEY DUTIESOrder Management & InvoicingProcess renewal and sales orders, ensuring alignment with internal approval guidelines to drive ARR.Review orders for accuracy in pricing, terms, service dates, and documentation prior to invoicing.Invoice new sales, renewals, and upgrades in the appropriate CRM within set turnaround times.Customer SupportRespond to customer inquiries (licensing, billing, sales) via phone and email.Partner with Sales, Customer Success, and Support to provide seamless service.Provide license keys upon payment or as requested by Support.System & Data ManagementMaintain up-to-date and accurate customer data in CRM systems.Manage licensing or provisioning across multiple platforms with high accuracy.Assist with Export License requests when applicable.Financial CoordinationCollaborate with Accounts Receivable to resolve aging invoices and customer payment issues.Quality & ComplianceEnsure all sales orders meet product and brand-specific documentation and approval requirements.Adhere to internal policies when creating keys or provisioning services.Internal SupportTrain peers and new team members as needed.Remain current on product licensing, sales policies, and procedures.Perform special duties or projects as assigned by management.BASIC QUALIFICATIONSMinimum 2 years of customer service experience, or equivalent education/experienceProficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)Understanding of pricing structures, including margins, discounts, and price increasesStrong organizational and multitasking skillsDetail-oriented, self-starter, dependable, and resourcefulExcellent verbal and written communication skills with professional email etiquetteCustomer-centric with a professional demeanorAble to work independently and within a team environmentBasic negotiation skills and creative problem-solving mindsetComfortable with ambiguity and complexity in fast-paced environmentsFamiliarity with CRM systems, Power BI, or similar reporting toolsWillingness to work additional hours during peak periods (month/quarter/year-end) #J-18808-Ljbffr
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