Customer Operations Coordinator

JOB OBJECTIVE: The Customer Operations Coordinator reports to the Sr. Manager, Customer Operations, a key position within our Customer Success Team where our vision is to partner with our customers and act as one team. One team where our customers' successes are our own, and our employees are empowered to create exceptional customer experiences.

The Customer Operations Coordinator acts as a key resource in the ongoing operations of the customer success department. This role works closely with all members of the customer success department, as well as cross-functionally with production, shipping, procurement and sales to offer support and troubleshooting to resolve internal and external problems. This position also helps with driving efficiency, quality and continuous improvement of the overall operations of the Customer Success Department.

ESSENTIAL DUTIES:

1. Customer Service and Support Responsibilities

* Support Customer Success Managers with order processing, customer correspondence and other ad hoc reporting or customer needs to ensure customer success and satisfaction.
* Process returns, obtain approvals and any other necessary information related to the return.
* Demonstrates a high level of emotional intelligence and builds trust with partners, end users and team members. Prioritizes relationships and customer success and actively seeks feedback.
* Enter sales orders for customer requests, communicating relevant information back to the customer and the Customer Success Managers.
* Review service forms, entered by Customer Success Engineers, ensuring accuracy and completion of entire form.
* Provide basic schedules and updates to customers for device delivery, site qualifications and Customer Success Engineer visits.
* Works with Customer Success Managers and Customer Success Engineers on resource scheduling for customer installs, opportunity fixes and site qualification visits.
* Coordinate partner requests for demonstrating devices at tradeshows.
* Understands and complies with ethical, legal and regulatory requirements applicable to our business.

2. Operations and Business Systems Responsibilities

* Perform data entry assignments and keep various systems up to date as requested.
* Develop and review existing processes to improve operational efficiencies as requested.
* Support ongoing efforts to build quality documentation and work instructions and assist with team training and adoption of related processes and procedures.
* Investigate business system integration errors, troubleshoot, and escalate as appropriate.
* Collaborate and assist with customer-related inquiries for finance & accounting team.
* Assist with ad hoc reporting and analysis requests for customers or departmental initiatives.

OCCASIONAL DUTIES:

1. Identifies improvements for the department.

2. Supports the team by answering and directing calls as needed.

3. Perform other duties, as assigned or as necessary.

CORE COMPETENCIES:

* Self-Development
* Problem Solving
* Information Seeking
* Initiative
* Planning
* Time Management
* Accuracy
* Customer Focus
* Communicating
* Flexibility
* Positivity

MANDATORY QUALIFICATIONS:

1. Associate's degree in business or related field

2. A minimum of 1 to 3 years' experience in a customer facing business to business role.

3. Lifelong learner and professionally curious

4. Demonstrated attention to detail.

5. Ability to communicate in a professional manner at all levels.

6. Ability to organize, prioritize and accomplish multiple tasks.

7. Ability to work independently with moderate supervision.

PREFERRED QUALIFICATIONS:

1. Bachelor's degree in business or another related field

2. Ability to efficiently pick up business systems and technologies.

3. High degree of flexibility and adaptability.

4. Manage well in a fast-paced environment with frequent changes in priorities and assignments.

5. Effective conflict management capability.

PHYSICAL REQUIREMENTS:

1. Ability to use computer equipment frequently and operate office equipment.

2. Ability to frequently and accurately communicate with customers via telephone as well as the ability to use the computer simultaneously while on the telephone.

3. Ability to work in areas of limited space and to sit for extended periods of time.

Terso Solutions, Inc. is an Affirmative Action/Equal Opportunity Employer