The Customer Operations Specialist is a critical role responsible for accurate and timely order fulfillment. You'll drive a customer-focused billing strategy, utilize deep product/process knowledge, and collaborate cross-functionally to ensure seamless customer experiences. A successful Specialist is detail-oriented, thrives in fast-paced environments, and embraces continuous personal and professional growth.

Responsibilities:

Order Management & Invoicing

• Process renewal and sales orders, ensuring alignment with internal approval guidelines to drive ARR.
• Review orders for accuracy in pricing, terms, service dates, and documentation prior to invoicing.
• Invoice new sales, renewals, and upgrades in the appropriate CRM within set turnaround times.

Customer Support

• Respond to customer inquiries (licensing, billing, sales) via phone and email.
• Partner with Sales, Customer Success, and Support to provide seamless service.
• Provide license keys upon payment or as requested by Support.

System & Data Management

• Maintain up-to-date and accurate customer data in CRM systems.
• Manage licensing or provisioning across multiple platforms with high accuracy.
• Assist with Export License requests when applicable.

Financial Coordination

• Collaborate with Accounts Receivable to resolve aging invoices and customer payment issues.

Quality & Compliance

• Ensure all sales orders meet product and brand-specific documentation and approval requirements.
• Adhere to internal policies when creating keys or provisioning services.
• Internal Support
• Train peers and new team members as needed.
• Remain current on product licensing, sales policies, and procedures.
• Perform special duties or projects as assigned by management.

Qualifications:

• Minimum 2 years of customer service experience, or equivalent education/experience
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Understanding of pricing structures, including margins, discounts, and price increases
• Strong organizational and multitasking skills
• Detail-oriented, self-starter, dependable, and resourceful
• Excellent verbal and written communication skills with professional email etiquette
• Customer-centric with a professional demeanor
• Able to work independently and within a team environment
• Basic negotiation skills and creative problem-solving mindset
• Comfortable with ambiguity and complexity in fast-paced environments
• Familiarity with CRM systems, Power BI, or similar reporting tools
• Willingness to work additional hours during peak periods (month/quarter/year-end)
• Advanced English required