Customer Operations Associate

Customer Operations Associate

Why You ll Love Softchoice:

At Softchoice we aim to unleash the potential of people and technology.

Our company was built around the idea that there is only success with 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. Were in it together to make life better for each other our customers our partners and our communities.

The impact you will have:

Do you have what it takes to exceed our customers expectations We are looking for dedicated and motivated individuals who can help us deliver a great customer experience with every interaction.

As a member of our Customer Operations you will be working 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 combination of speed quality and accuracy. You will be working with customers to help them look great and leverage a mix of problem solving and proactivity to head off issues before they come up.

As a Customer Operations Associate (COA) you will be responsible for providing our customers with a bestinclass experience and 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 fast paced collaborative environment.

Key activities within this process include identifying troubleshooting and resolving order issue proactively updating the customer on the status of their order and providing alternative solutions to resolve fulfillment issues.

To be effective in this role the COA will build and cultivate strong relationships & act collaboratively with sales distribution partners customers and other members of the Customer Operations teams.

What you ll do:

• Manage customer orders with a focus on quality and accuracy.
  
• Fulfill orders with suppliers (i.e. PO Submission confirming stock providing instruction managing vendor questions updating order status)
  
• Maintain a high degree of accuracy and completeness on Estimated Time to Ship dates
  
• Proactively manage open Orders for Customers to drive faster delivery and better pricing by sourcing new vendors and searching for alternative stock locations.
  
• Prevent Reduce and Resolve Rejected Orders.
  
• Prioritize & manage high volume of requests from Customers & Sales Team.
  
• Create cross functional relationships/alignments to support product delivery and post sales support
  
• Engage the customer directly to resolve issues clarify order requirements & ensure delivery of product.
  
• Keep customers proactivity informed about the status of their orders.
  
• Ideate with your peers on how to continuously improve the customer experience.
  
• Establish and maintain high customer satisfaction scores. (NPS)
  
• Proactively Search & provide replacement products to Customers & Sales when needed.
  

Requirements

• Energetic enthusiastic and able to communicate effectively with customers with a focus on customer satisfaction.
  
• Extremely detailoriented organized and able to provide clear and accurate updates to relevant teams.
  
• An ability to work in a crossfunctional environment at all levels.
  
• Strong interpersonal organizational and communication skills.
  
• A motivated selfstarter with strong problemsolving skills and a track record of meeting and exceeding goals through creativity and relationship building.
  
• Basic knowledge and navigation of Microsoft Excel and Outlook.
  
• Excellent time management skills & ability to prioritize work from multiple streams.
  
• Thrives in a fastpaced but fun work environment.
  
• Experience in a customer support and purchasing.
  
• Experience working with SAP considered an asset.
  

Benefits