Customer Service Specialist

About Soracom

Soracom's mission is to facilitate global collaboration through connectivity, transforming industries and enabling innovation. We empower businesses, from startups to global enterprises, to bring their connected ideas to life. With a growing global team across Japan, the US, and Europe, Soracom is an Equal Opportunity Employer committed to diversity and fostering an environment where exceptional people can thrive and do their best work. We believe in developing a dream team by hiring outstanding individuals and investing in their professional growth to create transformative technology for a better world.

About The Role

Join Soracom's Americas team as a Customer Service Specialist and contribute to the exciting growth of IoT. This role is crucial for managing and supporting customer and partner accounts, handling communications, administering accounts, and performing other vital customer service functions. It's an ideal position for a proactive problem-solver passionate about delivering exceptional customer experiences in a dynamic, fast-paced setting.

Key Responsibilities

• Manage and support unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a seamless customer experience. Expedite partner registrations and route referred leads efficiently.
• Respond promptly and professionally to customer inquiries via email, phone, and chat. Collaborate with sales or partnership teams for timely resolution of issues for assigned customers or partners.
• Assist partners with POS reports, commissions, and inventory reports, troubleshooting issues and providing necessary guidance. Ensure effective communication between partners and sales teams for optimal information flow.
• Monitor, process, and follow up on invoices and payments to ensure timely collections and resolve outstanding balances.
• Provide accurate shipping details to partners and customers, maintaining transparency in order fulfillment and adhering to legal agreements.
• Coordinate logistics for events such as conferences, trade shows, and company-hosted gatherings, including vendor liaison, travel arrangements, and on-site support for sales and partnership teams.
• Embody Soracom's Leadership Principles daily, including Customer-Centricity, Proactivity, Just Do It, Dive Deep, Emotional Maturity, and Delivering Results.

Who You Are

• A natural relationship builder who enjoys collaborating with diverse individuals to achieve mutual success.
• Skilled at quickly establishing trust at all organizational levels by transparently sharing information.
• Eager to continuously learn about Soracom's products, services, and their applications for customers.
• Possess strong collaborative abilities and exceptional verbal and written communication skills, ensuring thorough follow-through.
• Thrive in a fast-paced environment requiring quick decision-making.
• Enthusiastic about sharing passion and demonstrating sound judgment when assisting customers.
• Excited to work across different time zones and cultures within a global team.
• Comfortable utilizing emerging AI tools to enhance work efficiency, effectiveness, and creativity.

Requirements

• A minimum of 2-4 years of experience in customer service or account management.
• Excellent verbal and written communication capabilities.
• Proficiency in using invoicing tools and shipping logistics platforms is advantageous.
• Demonstrated ability to work independently in a remote setting.
• Familiarity with order fulfillment and logistics processes is a plus.
• Extensive experience working with Salesforce and Slack.
• High 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 for candidates based in the US Mountain or Central time zones.

Benefits

• Remote-first work environment for US-based employees.
• Flexible scheduling promoting productivity and work-life balance while meeting customer and team needs.
• Access to modern tools, a dedicated technology budget, and leading AI platforms for innovation and learning.
• Opportunities for rapid professional development and career growth through exposure to complex customer challenges.
• Skills-based career progression focused on impact and performance.
• A collaborative, globally distributed team environment with experienced colleagues.
• Comprehensive health benefits including medical, dental, and vision coverage.
• Retirement savings plan (401(k)) with company match.
• Life insurance options.
• 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 coverage.
• Employee stock option program.