Customer Service Specialist

About Soracom

Soracom's mission is to facilitate global connectivity for a world that works together, believing that this power can transform industries and drive innovation. We support a diverse range of clients, from startups launching connected products to large enterprises managing millions of devices. Soracom is an Equal Opportunity Employer committed to diversity and fostering an environment where exceptional people can thrive and do their best work. We are expanding our global team to support rapid growth and are seeking talented individuals to help create transformative technology.

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, and performing various customer service functions. The ideal candidate will excel in a fast-paced setting, enjoy problem-solving, and be dedicated to providing outstanding customer experiences.

Key Responsibilities

• Manage and support unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a positive customer journey. Expedite the entry and routing of partner registrations and referred leads.
• 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 accounts.
• Assist partners with POS reports, commissions, and inventory reports, troubleshooting any problems and offering guidance. Ensure seamless information flow between partners and sales teams.
• 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, ensuring transparency in order fulfillment and adherence to agreements.
• Coordinate logistics for events such as conferences and trade shows, including vendor liaison, travel arrangements, and on-site support for sales and partnership teams.
• Embody Soracom's Leadership Principles daily, including Customer-Centricity, Proactivity, Initiative, Deep Analysis, Emotional Maturity, and Results Delivery.

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.
• A collaborative team player with exceptional verbal and written communication skills and a strong ability to ensure follow-through.
• Thrives in a dynamic, fast-paced environment requiring quick decision-making.
• Passionate about helping customers and demonstrating good judgment.
• Enjoys working across different time zones and cultures within a global team.
• Comfortable leveraging emerging AI tools to enhance work efficiency, effectiveness, and creativity.

Requirements

• Possess 2-4 years of experience in customer service or account management.
• Exhibit strong verbal and written communication abilities.
• Experience with invoicing tools and shipping logistics platforms is advantageous.
• Demonstrated ability to work autonomously in a remote setting.
• Familiarity with order fulfillment and logistics processes is a plus.
• Extensive experience using Salesforce and Slack is required.
• Maintain a high level of attention to detail and accuracy, proactively identifying and rectifying errors in quotes, contracts, orders, and Salesforce data.

Bonus Points

• Fluency in Spanish.
• Previous experience working with partners during the 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 within the United States.
• Flexible scheduling promoting productivity and work-life balance, while accommodating customer needs and team collaboration.
• Access to modern tools, a dedicated technology budget, and leading AI platforms for innovation and learning.
• Opportunities for rapid professional development and career advancement through exposure to complex customer challenges.
• Skills-based career progression focused on impact and performance.
• A collaborative, globally distributed team environment with experienced colleagues across the US, Europe, and Japan.
• Comprehensive health benefits including medical, dental, and vision coverage.
• Retirement savings plan with a 401(k) and company match.
• Life insurance options (basic, voluntary, AD&D).
• Generous paid time off, including vacation, sick leave, volunteer time, and company holidays.
• Family-friendly benefits such as maternity, paternity, and parental leave.
• Short-term and long-term disability coverage.
• Eligibility for the employee stock option program.