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Associate, Customer Operations

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Date: Nov 21, 2022

Location: Calgary, AB, CA Vancouver, British Columbia, CA

Company: Softchoice

Why you’ll love Softchoice:

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people. 

 

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 
 

The impact you will have:

 
Do you have what it takes to exceed our customers’ expectations? We are looking for dedicated and motivated individuals who can help us deliver a great customer experience with every interaction. 
 
As a member of our Customer Operations, you will be working 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 combination of speed, quality and accuracy. You will be working with customers to help them look great and leverage a mix of problem solving and proactivity to head off issues before they come up.   
 
As a Customer Operations Associate (COA), you will be responsible for providing our customers with a best-in-class experience and 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. 
 
Key activities within this process include identifying, troubleshooting, and resolving order issue, proactively updating the customer on the status of their order and providing alternative solutions to resolve fulfillment issues. 
 
To be effective in this role, the COA will build and cultivate strong relationships & act collaboratively with sales, distribution partners, customers, and other members of the Customer Operations teams. 
 
What you'll do:
 

  • Manage customer orders with a focus on quality and accuracy. 

  • Fulfill orders with suppliers (i.e. PO Submission, confirming stock, providing instruction, managing vendor questions, updating order status) 

  • Maintain a high degree of accuracy and completeness on Estimated Time to Ship dates 

  • Proactively manage open Orders for Customers to drive faster delivery and better pricing by sourcing new vendors and searching for alternative stock locations. 

  • Prevent, Reduce and Resolve Rejected Orders. 

  • Prioritize & manage high volume of requests from Customers & Sales Team. 

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

  • Engage the customer directly to resolve issues, clarify order requirements & ensure delivery of product. 

  • Keep customers proactivity informed about the status of their orders. 

  • Ideate with your peers on how to continuously improve the customer experience. 

  • Establish and maintain high customer satisfaction scores. (NPS) 

  • Proactively Search & provide replacement products to Customers & Sales when needed. 

 

What you'll bring to the table:

 

  • Energetic, enthusiastic and able to communicate effectively with customers with a focus on customer satisfaction. 

  • Requirement to follow a USA holiday schedule.

  • Extremely detail-oriented, organized and able to provide clear and accurate updates to relevant teams. 

  • An 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 skills and a track record of meeting and exceeding goals through creativity and relationship building. 

  • Basic knowledge and navigation of Microsoft Excel and Outlook. 

  • Excellent time management skills & ability to prioritize work from multiple streams. 

  • Thrives in a fast-paced but fun work environment. 

  • Experience in a customer support and purchasing. 

  • Experience working with SAP considered an asset. 


Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.  


Why people love working here:

 

  • We offer hybrid and remote working opportunities.

  • Comprehensive benefits from day one of employment.

  • We offer meaningful work and opportunities for career growth.

  • Our team members have 2 paid volunteer days per year to give back to a cause of their choice.

  • We offer an opportunity to build and grow a career in the technology industry.

  • Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 17 consecutive years.

  • Softchoice has been certified as a Great Place to Work in the United States for several years.

  • We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.

  • We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.  


Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

 

Job Requisition ID: 4545

EoE/M/F/Vet/Disability  

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Associate