Customer Service Specialist

About Soracom

Soracom's mission is to facilitate global connectivity and empower businesses to innovate. We believe in the transformative power of connectivity to solve real-world challenges, supporting everyone from startups to large enterprises. We foster a diverse and inclusive environment, encouraging personal and professional growth within our rapidly expanding global team. Join us to develop groundbreaking technology and engineer a better world.

About The Role

As a Customer Service Specialist in the Americas, you will be a vital part of our team, working with passionate individuals in the burgeoning IoT sector. This role involves managing and supporting customer and partner accounts, handling communications, administering accounts, and performing other essential customer service functions. It's an excellent opportunity for someone who excels in a dynamic setting, enjoys problem-solving, and is dedicated to providing exceptional customer experiences.

Key Responsibilities

• Manage and support unassigned customer accounts, addressing inquiries and resolving issues to ensure a seamless customer journey.
• Process partner registrations and route referred leads promptly.
• Respond to customer inquiries via email, phone, and chat, ensuring professional and timely resolutions.
• Collaborate with sales or partnership teams for prompt resolution of inquiries for assigned accounts.
• Assist partners with POS reports, commissions, and inventory reports, troubleshooting issues and providing necessary guidance.
• Facilitate clear communication between partners, sales teams, and relevant stakeholders regarding reporting.
• Track, process, and follow up on invoices and payments to ensure timely collections and resolve outstanding balances.
• Provide accurate shipping information to partners and customers, ensuring transparency and compliance.
• Coordinate logistics for events, including vendor communication, travel arrangements, and on-site support for sales and partnership teams.
• Embody leadership principles such as Customer-Centricity, Proactivity, Initiative, Deep Analysis, Emotional Maturity, and Results Delivery.

Who You Are

• A natural relationship builder adept at collaborating with diverse individuals to achieve mutual success.
• Skilled at quickly establishing trust and rapport at all levels within customer organizations.
• Eager to continuously learn about Soracom's products, services, and their applications.
• Possess strong collaborative abilities and exceptional verbal and written communication skills, ensuring follow-through.
• Thrive in fast-paced environments requiring quick decision-making.
• Enthusiastic about sharing knowledge and demonstrating good judgment in customer interactions.
• Comfortable working across different time zones and cultures within a global team.
• Proficient in exploring and utilizing emerging AI tools to enhance work efficiency and creativity.

Requirements

• 2-4 years of experience in customer service or account management.
• Excellent verbal and written communication skills.
• Proficiency with invoicing tools and shipping logistics platforms is advantageous.
• Ability to work independently in a remote setting.
• Familiarity with order fulfillment and logistics processes is a plus.
• Extensive experience with Salesforce and Slack.
• Strong attention to detail and a commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data.

Bonus Points

• Fluency in Spanish.
• Prior experience working with partners within a sales cycle.

Location

This is a fully remote position based in the US Mountain or Central time zones.

Benefits

• Remote-first work environment for US-based employees.
• Flexible scheduling promoting work-life balance and productivity.
• Access to modern tools, a dedicated technology budget, and leading AI platforms.
• Opportunities for rapid learning, professional development, and career growth.
• Skills-based career progression.
• Collaborative, globally distributed team environment.
• Comprehensive health benefits (medical, dental, vision).
• Retirement benefits including a 401(k) plan with company match.
• Life insurance coverage.
• Generous paid time off, including vacation, sick leave, volunteer time, and holidays.
• Family-friendly benefits such as maternity, paternity, and parental leave.
• Short-term and long-term disability benefits.
• Employee stock option program.