Customer Operations Specialist

Join our worldwide Cyber Customer Operations team in a vital role responsible for timely order fulfillment via a customer-focused billing strategy, strong process & product knowledge, and cross-departmentalcollaboration.Takechargeofpersonalgrowththrougharobustonboarding experience, guided career path, and people-first culture. A successful Account Specialist is a critical-thinker who performs with a high degree of accuracy and thrives in a fast-pacedenvironment.

KEY DUTIES

• EnsureallRenewalandSales order processingactivities across our Cyber businessarewithintheapprovalguidelinestoprotectand drive a positive increase to ARR.

• MaintainaccuratecustomerdatainCRMsystems.

• Provideservicetocustomersviatelephoneandemailregardinglicensing,billing,or sales inquiries. Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success, Support).

• AssistAccountsReceivableonaginginvoicesbyattendingtounresponsivecustomers, invoice revisions, and customer requests relating to payment.

• AssistwithExportlicenserequestswhennecessary.

• Createandmanagecustomerlicensekeysorprovisioningacrossvariouslicensingsystems with high level of accuracy. Adhere to order specifications and company policies when creating keys or provisioning.

• ReviewsubmittedSalesorderstoensurethatallnecessaryinternalapprovals,customer approval,documentation,andanyadditionalrequirementsbyproductbrandhavebeenprovided.

• Confirmsubmittedsalesordersforaccurateshippingandbillingdetails,pricing,products, special terms, and service dates prior to invoicing. Ensure required approvals and documentation are provided.

• Invoicenewsales,renewal,and/orupgradeordersintheappropriateCRMsystemwithina designated turnaround time.

• Providekeyswhenrequiredby Supportoruponpaymentofnewsalesand/orrenewals.

• Remainknowledgeableanduptodateonproductlicensing,salespolicies,andprocedures.

• Support in training Peers and new starters as needed.

• Performadditionaldutiesandprojectsasassignedbymanagement.

BASICQUALIFICATIONS

• Minimumtwoyearscustomerserviceexperienceorequivalenteducationandexperience

• BasicskillsinMicrosoftOfficeproducts,includingOutlook,Word,PowerPoint,andExcel

• Abilitytocalculatepricing,includingmargins,discountsandincreases

• Mustbeabletomanageandprioritizemultipletasks

• Detailoriented,self-motivated,resourceful,andreliable

• Proficientverbalandwrittencommunicationskills,includingemailetiquette

• Professionaldispositionwithacustomerservicefocus

• Abilitytoworkwithminimalsupervision,bothindependentlyandwithininateam

• Basicnegotiationskills

• Creativeproblem-solverwhoactsconfidently–spearheadingsolutionstoproblemsthatarise

• Havetoleranceforambiguityandcomplexity,whileworkingefficientlyinafast-pacedenvironment

• Basicknowledgeofinternalreportingtools(CRMsystems,PowerBI,andothersasneeded by brand)

• Requirement to work additional hours to ensure timely order processing around month/quarter/year end.