Customer Operations Specialist

Role Purpose

Customer Operations Duties

• Resolve complex and escalated customer issues and serve as a team escalation point.
• Guide customers by phone and email on part numbers, pricing, availability, and product lifecycle status.
• Liaise with Sales, Finance, Product Management, Legal, and Operations to support order flow and delivery.
• Generate order-management transactions in SAP for hardware, software, and subscription services.
• Provide shipment confirmations and tracking information for complex or high-priority shipments.
• Provide pro-forma invoices, freight quotes, and certifications for international shipments.
• Exercise independent judgment on daily operations, escalations, and special projects.

Education and Experience

• College diploma or equivalent combination of education and experience.
• At least 5 years of customer service representative experience in a technology environment.
• Experience supporting international customers across different time zones.
• SAP Order Management (SD) experience is required.
• Salesforce Sales Cloud experience is an asset.
• Strong knowledge of Microsoft Office, including Word, Excel, and PowerPoint.

Key Capabilities

• Strong problem-solving, decision-making, and customer-service focus.
• Excellent interpersonal, organizational, influencing, and communication skills.
• Ability to manage customer expectations and work independently and in a team.
• Ability to prioritize and multitask in a fast-paced environment.
• Attention to detail, resilience, composure under stress, and a proactive issue-resolution mindset.

Benefits

• Medical and dental benefits are offered from Day 1.
• Health club reimbursement, professional development support, and company holiday closure are offered.

Compensation

• Hiring salary range is $60,000 to $65,000.
• This is an existing vacancy with one opening.