Customer Service Specialist, Soracom

• You are a relationship builder. You enjoy meeting new people from a wide range of diverse backgrounds and collaborating to produce mutually beneficial results
• You can rapidly create connected trust at all levels of the customer organization by sharing everything you can
• You love continuously learning about Soracom's products, services, and applications for both you and your customers
• You have the ability to work collaboratively and ensure follow-through with exceptional verbal and written communication skills
• You thrive in a fast-paced environment with quick decision-making
• You love to share your passion with others and exhibit good judgment when helping out customers
• You are excited about the opportunity to work across time zones and cultures as part of a truly global team with colleagues and customers around the world
• You’re comfortable exploring and using emerging AI tools to enhance efficiency, effectiveness, and creativity in your work
• 2-4 years of customer service or account management experience
• Strong verbal and written communication skills
• Proficiency with invoicing tools and shipping logistics platforms is a plus
• Ability to work independently in a remote environment
• Familiarity with order fulfillment and logistics processes is a plus
• You have extensive experience working with Salesforce and Slack

Desirable

• You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world
• As a Customer Service Specialist, you will play a critical role in managing and supporting customer and partner accounts
• You will assist with customer and partner communications, the administration of customer and partner accounts, and other customer service functions
• This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences
• Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances
• Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams
• You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily