Customer Operations Associate

At Softchoice, we aim to unleash the potential of people and technology.

Our company was built around the idea that success is only possible through team success. We foster a culture of inclusion and fairness where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone to ensure that every employee has a path to success. Win it together to make life better for each other, our customers, our partners, and our communities.

As a member of Customer Operations, you will work directly with customers and partners to provide the best fulfillment experience possible. With a focus on operational excellence and customer satisfaction, you will ensure that customer orders are managed with a combination of speed, quality, and accuracy. You will collaborate with customers to help them look great and leverage problem-solving skills to proactively address issues before they arise.

As a Customer Operations Associate (COA), you will be responsible for delivering a best-in-class customer experience while maintaining consistently high customer satisfaction scores. As part of a team, you’ll support a specific set of Customers & Sales Representatives by providing fulfillment expertise in a fast-paced, collaborative environment.

Duties and Responsibilities:

• Manage customer orders with a focus on quality and accuracy
  

• Fulfill orders with suppliers, including:
  

  • PO submission
    

  • Confirming stock availability
    

  • Providing instructions
    

  • Managing vendor inquiries
    

  • Updating order status
    

• Ensure accuracy of Estimated Time to Ship (ETS) dates
  

• Proactively manage open orders to drive faster delivery and better pricing by:
  

  • Sourcing new vendors
    

  • Searching for alternative stock locations
    

• Prevent, reduce, and resolve rejected orders
  

• Prioritize and manage a high volume of requests from Customers and Sales Teams
  

• Create cross-functional relationships to support product delivery and post-sales support
  

• Engage customers directly to:
  

  • Resolve issues
    

  • Clarify order requirements
    

  • Ensure timely product delivery
    

• Keep customers proactively informed about order statuses
  

• Collaborate with peers to improve the customer experience continuously
  

• Establish and maintain high customer satisfaction scores (NPS)
  

• Proactively search and provide replacement products to Customers and Sales when necessary
  

Requirements

• Energetic and enthusiastic, with strong communication skills and a focus on customer satisfaction.
  
• Extremely detail-oriented and organized, providing clear and accurate updates to relevant teams.
  
• Ability to work in a cross-functional environment at all levels.
  
• Strong interpersonal, organizational, and communication skills.
  
• A motivated self-starter with strong problem-solving abilities and a track record of meeting and exceeding goals through creativity and relationship building.
  
• Basic knowledge of and ability to navigate Microsoft Excel and Outlook.
  
• Excellent time management skills, with the ability to prioritize work from multiple streams.
  
• Thrives in a fast-paced yet fun work environment.
  
• Experience in customer support and purchasing.
  
• Experience working with SAP is considered an asset.
  

Benefits

✔ Great Place to Work-Certified Company