Customer Service Specialist

Role overview

As a Customer Service Specialist in the Americas team, you will manage and support customer and partner accounts. You’ll handle communications and account administration, troubleshoot inquiries, and help ensure an excellent customer experience in a fast-paced environment.

Key responsibilities

• Customer/Partner account support
  • Manage and assist unassigned customer accounts, addressing inquiries and resolving issues
  • Ensure partner registrations and referred leads are entered and routed promptly
• Customer/partner inquiry handling
  • Respond to inquiries via email, phone, and chat with timely, professional resolutions
  • If needed, coordinate with sales/partnership teammates to resolve issues
• Partner reporting management
  • Support partners with POS reports, commissions reports, and inventory reports
  • Troubleshoot reporting issues and provide guidance
  • Coordinate with partner and sales teams to ensure information flows correctly
• Invoice & payment follow-up
  • Track, process, and follow up on invoices and payments to resolve outstanding balances
• Shipping coordination
  • Provide accurate shipping information to partners and customers and support order fulfillment/compliance
• Event logistics
  • Coordinate logistics for conferences and trade shows, including vendor communication, travel arrangements, and on-site support

Leadership principles

Demonstrate Soracom’s leadership principles daily, including Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature, and Deliver Results.

What you’re like

• Relationship builder who enjoys collaborating with diverse stakeholders
• Builds trust quickly across an organization by sharing information
• Enjoys continuous learning about Soracom products, services, and applications
• Communicates clearly with strong verbal and written skills and ensures follow-through
• Thrives in fast-paced settings and makes quick decisions