Customer Operations Specialist

March Networks is an established global leader in the video surveillance industry and works with the world’s largest retailers and banking institutions.

Our goal is to create a positive working environment where all of our employees can thrive.

When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career.

At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

Purpose: Reporting to the Manager, Customer Operations, the Customer Operations Specialist will assist with the achievement of corporate goals and objectives by acting in a support role for all customer related issues within the Customer Operations Department.  The Customer Operations Specialist interfaces internally with all levels and departments in the organization to ensure that customers’ orders are entered and fulfilled in a timely manner and customers’ needs are handled in a seamless and professional manner.

Duties: ·       Resolves complex and escalated customer issues with a high level of judgment and discretion, serving as a point of escalation for the team, focusing on customer satisfaction, and resulting in a high level of confidence in the company and its products. ·       Serves as a subject-matter resource for customer phone and email support, guiding customers on topics regarding our products such as part number verification, pricing, availability, and lifecycle (New product introduction, End of life). ·       Liaises with the Sales, Finance, Product Management, Legal and Operations departments to ensure smooth order flow, delivery of product and successful resolution of customer needs (on time delivery and product shortage mitigation). ·       Generates all transactions related to order management in SAP while adhering to company processes for hardware, software and subscription services product lines, ensuring process adherence and identifying/correcting errors before they impact customers. ·       Provides shipment confirmations and tracking information to customers as required, supporting the customers on complex or high-priority shipments requiring judgment calls (e.g., expedited freight, split shipments, customs issues). ·       Provides pro-forma invoices, freight quotes and certifications for international shipments as required, including non-standard or high-complexity cases. ·       Functions with a high degree of independence, exercising sound judgment and decision-making authority on daily operations, escalations, and special projects with minimal oversight from the Department Manager  

Education: ·       College diploma or equivalent combination of education and experience ·       At least 5 years’ experience as a customer service representative in a technology environment   Qualifications and

Experience:   ·       Demonstrated experience working with international customers in various time zones ·       SAP experience in Order Management (SD) is required ·       Salesforce (Sales Cloud) experience would be an asset ·       Sound problem solver and decision maker ·       Professional demeanour and excellent customer service focus ·       Strong knowledge of MS Office (Word, Excel, PowerPoint) ·       Excellent interpersonal, organizational, influencing, and communications skills for both customer and inter-com