Customer Operations Coordinator

At Terso, we strive to be pioneers in RFID technology and provide the perfect inventory management solution for our customers. This requires an incredible team comprised of individuals whose talents are unmatched and who all aim to achieve astounding things.

What we do is important, but who we are is essential.

Our Customer Success team plays a critical role in implementing our existing and custom solutions. If you love solving problems on the fly and building relationships with others, please apply.

This is an exciting opportunity to join our dynamic team as a Customer Operations Coordinator.

JOB OBJECTIVE: The Customer Operations Coordinator reports to the Manager, Customer Operations as 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 in driving efficiencies, quality and continuous improvement to the overall operations of the Customer Success Department.

CORE DUTIES:

Customer Service and Support Responsibilities

1. Support Customer Success Managers with order processing, customer correspondence and other ad hoc reporting or customer needs to ensure customer success and satisfaction.

a. SO/Quote Creation

i. Accessories

ii. Tradeshow Orders 

iii. Units / Professional Services – when CSM is out

b. CS Inbox & Order Inbox

i. Logistics Troubleshooting

ii. Looping in correct people for customer questions

iii. Asset information and Shipping Details (Units and Accessory Orders)

iv. Customer Inquiries 

v. Asset information

vi. Shipping Information

vii. Shipping Delays 

viii. Order Delays 

ix. Order correspondence 

2. Process returns, obtain approvals and any other necessary information related to the return.

a. RMAs

i. SharePoint

ii. Available dates 

iii. Communicating with customers

iv. Communicating with Production

v. Managing uncompleted 

b. SRTs

i. Creation

ii. Communicating with Production 

iii. Working with Accounting for cleanups

3. 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. 

a. Customer Calls

b. Filling in as point person when CSM is out

c. Tradeshow Management

i. Communications (Internally and Externally)

ii. Logistics (with Sam)

iii. SO creations

iv. Shipping Dates & Pick Ups

4. Enter sales orders for customer requests, communicating relevant information back to the customer and the Customer Success Managers. 

5. Review service forms, entered by the Customer Success Engineers, ensuring accuracy and completion of entire form. 

a. SF

i. WO Tracking

ii. Communicating with CSE

iii. Warranty vs Non-Warranty

iv. Part Tracking

v. SN Tracking

vi. SVI Updates 

6. Provide basic schedules and updates to customers for device delivery, site qualifications and field service engineer visits. 

a. Scheduling

i. Installs

ii. Site Quals

iii. Repairs

iv. Opportunity Fixes

v. Etc

7. Works with Customer Success Managers and Customer Success Engineers on resource scheduling for customer installs, opportunity fixes and site qualification visits. 

8. Coordinate partner requests for demonstrating devices at tradeshows.

a. Internal / External Communications

b. Order Entry

c. RMA/SRT Management

d. Logistics Management

9. Understands and complies with ethical, legal and regulatory requirements applicable to our business. 

Operations and Business Systems Responsibilities

1. Perform data entry assignments and keep various systems up to date as requested.

2. Develop and review existing processes to improve operational efficiencies as requested.

3. Support ongoing efforts to build quality documentation and work instructions, and assist with team training and adoption of related processes and procedures.

4. Investigate business system integration errors, troubleshoot and escalate as appropriate.

5. Collaborate and assist with customer related inquiries for finance & accounting team.

6. Assist with ad hoc reporting and analysis requests for customer or departmental initiatives.

a. Router Renewal Management

b. Inactive Account Review

c. ContractWorks Audits

d. BC End User Testing

e. Kingsway Integration

f. Data Governance

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.

KEY QUALIFICATIONS: 

1. Associates 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 degree in business or other related field.

2. Ability to efficiently pickup 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.

At Terso, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.

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