Customer Operations Specialist

March Networks Corporation; Ottawa; On-site; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Medical/Dental benefits from Day 1

Health club reimbursement

Professional development support

Company holiday closure

Job summary

March Networks is seeking a Customer Operations Specialist to support order processing, ensure timely fulfillment, and handle complex customer inquiries. You will liaise with Sales, Finance, Product Management, Legal and Operations to optimize order flow and delivery, while using SAP for order management and providing accurate shipment details.

The role requires a college diploma with at least 5 years in customer service within a tech environment, strong problem-solving and communication skills,

Qualifications

• College diploma or equivalent combination of education and experience.
• Minimum 5 years of experience as a customer service representative in a technology environment.
• Experience working with international customers across time zones is preferred.

Responsibilities

• Resolve complex and escalated customer issues with sound judgment and discretion.
• Serve as a subject-matter resource for customer phone and email support on product topics.
• Coordinate with Sales, Finance, Product Management, Legal and Operations to ensure smooth order flow and on-time delivery.
• Generate transactions related to order management in SAP and ensure process adherence to product lines.
• Provide shipment confirmations, tracking information, and pro-forma invoices for international shipments.

Skills

Customer service

Interpersonal skills

Communication

Attention to detail

Problem solving

Education

College diploma

Tools

SAP SD

MS Excel

Sales Cloud

Job description

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-company interactions
• Ability to manage customer expectations
• Ability to work
• Independently and as part of a team
• Well under pressure and meet deadlines
• In a fast-paced, dynamic environment, ability to prioritize and multitask
• Attention to detail, investigative, committed to quality
• Resilient, ability to maintain composure in stressful situations
• Proactive mindset, with a high desire to resolve issues

Ability to work

• Independently and as part of a team
• Well under pressure and meet deadlines
• In a fast-paced, dynamic environment, ability to prioritize and multitask

Why Work at March Networks?

• Global Exposure
• Medical/Dental benefits offered immediately from Day 1
• Health club reimbursement
• Professional development support
• Company holiday closure

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application.

Please note March Networks uses AI as part of the recruitment process.

Hiring salary range for this position is between $60,000 - $65,000. This is an existing vacancy with one opening.