Business Operations Coordinator
Permanent, Full-time
Montreal, QC.
JOB PURPOSE:
As a Business Operations Coordinator at Haivision, you will collaborate closely with our customers and internal teams to ensure that customer needs are met and that internal and external requirements are consistently followed throughout the fulfillment process. You will oversee the order fulfillment journey, from order confirmation to delivery, ensuring a seamless experience for our internal and external customers.
In this role, you will be responsible for issuing product licenses, provisioning cloud service accounts, sales support, return merchandise authorization and maintaining accurate customer records, including license requests, assets, and service contracts.
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DUTIES AND RESPONSIBILITIES:
- Respond to customer and internal team’s questions related to the order process or order status.
- Communicate any order processing issues to the customer and/or Sales Team and assist with resolving.
- Prioritize and escalate urgent orders.
- Work with Haivision’s Fulfillment Team to ensure customer orders are shipped and delivered according to the requested delivery schedule and communicate any special-order configuration requirements.
- Create, update, and ensure accuracy of customer assets, entitlements, and service contract records.
- Generate and issue product licenses to customers.
- Provision cloud service accounts.
- Manage customer access to services such as Electronic Programming Guide (EPG) access and Haivision Support Portal.
- Oversee the management of customer Return Merchandise Authorizations (RMAs).
- Ensure CRM data is accurate and up to date.
- Perform additional related duties as required
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QUALIFICATIONS:
- College diploma or equivalent in a related field.
- 2 or more years of experience in a previous Sales Operations, Sales Support, or Customer Service role.
- Strong customer service skills are essential.
- Excellent knowledge of CRM functionalities including salesforce.com.
- Excellent knowledge of Microsoft Office.
- Strong focus on operations and/or business processes.
- Excellent time management skills.
- Excellent verbal and written communication skills.
- Previous experience in logistics is an asset.