Customer Operations Specialist
Join our worldwide Cyber Customer Operations team in a vital role responsible for timely order fulfillment via a customer-focused billing strategy, strong process & product knowledge, and cross-departmental collaboration. Take charge of personal growth through a robust onboarding experience, guided career path, and people-first culture. A successful Account Specialist is a critical-thinker who performs with a high degree of accuracy and thrives in a fast-paced environment.
KEY DUTIES
Ensure all Renewal and Sales order processing activities across our Cyber business are within the approval guidelines to protect and drive a positive increase to ARR.
Maintain accurate customer data in CRM systems.
Provide service to customers via telephone and email regarding licensing, billing, or sales inquiries. Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success, Support).
Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.
Assist with Export license requests when necessary.
Create and manage customer license keys or provisioning across various licensing systems with high level of accuracy. Adhere to order specifications and company policies when creating keys or provisioning.
Review submitted Sales orders to ensure that all necessary internal approvals, customer approval, documentation, and any additional requirements by product brand have been provided.
Confirm submitted sales orders for accurate shipping and billing details, pricing, products, special terms, and service dates prior to invoicing. Ensure required approvals and documentation are provided.
Invoice new sales, renewal, and/or upgrade orders in the appropriate CRM system within a designated turnaround time.
Provide keys when required by Support or upon payment of new sales and/or renewals.
Remain knowledgeable and up to date on product licensing, sales policies, and procedures.
Support in training Peers and new starters as needed.
Perform additional duties and projects as assigned by management.
BASIC QUALIFICATIONS
Minimum two years customer service experience or equivalent education and experience
Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel
Ability to calculate pricing, including margins, discounts and increases
Must be able to manage and prioritize multiple tasks
Detail oriented, self-motivated, resourceful, and reliable
Proficient verbal and written communication skills, including email etiquette
Professional disposition with a customer service focus
Ability to work with minimal supervision, both independently and within in a team
Basic negotiation skills
Creative problem-solver who acts confidently – spearheading solutions to problems that arise
Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment
Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand)
Requirement to work additional hours to ensure timely order processing around month/quarter/year end.