Fulfilment Management Specialist

  • Salary D.O.E, plus an OTE
  • Location: Cambridge and home working
  • Job Type: Permanent
  • Date posted: 09/05/22
Sarah Flack

Hi I'm Sarah,
I manage this role

Client Services Director

Please get in touch if you would like to discuss this role


Job description

Job reference: 3132/10

Company Overview

Our client leads the way in sustainable technology and innovation. They strive to build more inclusive and diverse teams across the globe and believe that their people are their number one asset. It is their goal that their people feel a sense of pride and a passion for belonging and want all employees to feel empowered to bring their whole selves to work every day. As a company leading change, it’s their responsibility to foster opportunities for all people to participate in a harmonised Workforce of the Future.

Having recruited for this organisation for over 20 years, we can truly recommend them as an Employer of Choice, they offer a wonderful working environment and there are lots of opportunities for continual learning and development. You can also enjoy their company social activities and initiatives that promote good working relationships.

Role Outline

This exciting opportunity is to support the customer service and delivery for our clients’ Worldwide Business Operations Team. This key role would suit someone who is a dedicated customer service delivery professional and someone who will strive and persist to achieve positive solutions and outcomes for their customers.

At times the enquiries can be complex and will be of a technical nature, so you will ideally have some technical knowledge or the ability to understand queries and be able relate to enquiries of this nature.

What will your role be?

In the role of Fulfilment Management Specialist, you will:

  • Work as a team and individual contributor in a call centre environment. Answer calls, respond to emails/chats and service requests in a professional manner.

Work as a liaison between other departments in the Worldwide Business Operations. Work directly with VARs (Value added resellers) and customers to resolve issues with licensing, registration, activation and other inquiries.

Key Duties

  • Answer incoming calls to the customer centre in a revolving queue with other Fulfillment Management Specialists
  • Complete service requests from start to finish by resolving reseller and customer inquiries and issues
  • Login to the Chat tool and answer the incoming queries from our resellers.
  • Assist resellers with issues relating to activation, registration and licensing
  • Interact with internal departments such as Operations, Technical Support, MIS and Sales
  • Use internal tools to support VARs and customers
  • Prepare presentations, training materials and other projects as assigned
  • Excellent oral and written communication skills
  • Ability to handle stressful customer interactions
  • Team player with the ability to work independently
  • Superior problem-solving skills
  • Competent in performing multiple functional tasks
  • Ability to react to customer issues and formulate resolutions quickly
  • Strong desire to provide outstanding customer service
  • Familiarity with computers, business software, software licensing and basic understanding of databases

Skills & Experience

  • Previous experience in order management, service delivery coordination, technical customer service/customer support, IT support, Telesales from a Software, IT or Telco organisation is essential for the role
  • A Bachelor’s degree or Masters in an Economics, Business Studies or technical subject related field
  • Demonstrate the ability to follow instructions and work independently with limited supervision
  • A responsible, self-motivated individual with a positive attitude and focus to strove for improvement
  • A team oriented with high standard of ethics
  • Adaptability to work in a multi-cultural fast-paced environment
  • Proactive mindset open to new processes and technology
  • Spoken and written fluency in English is essential
  • Fluency in French or/ and one other major European language is a plus

 

Next steps

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