Job Summary :
The role of the Customer Operations Associate is to ensure that the Customer Fulfillment Process, from order entry to collections, is executed in a timely manner with 100% quality, providing the highest level of customer care and service standards, timely and accurate coordination and delivery of software licenses, billing, and superior software support contract administration.
This is a full time, permanent role based in our Eton office in Berkshire
Responsible for understanding our product and license policies and our pricing.
Provide assistance to Sales in providing the accurate product and pricing information in customer quotes
Ensure corporate revenue recognition guidelines are maintained for all orders.
Review all contracts for completeness, review terms and ensure appropriate approvals for all special pricing / discounts.
Ensure all agreements are scanned into our internal system and a hardcopy is maintained on file.
Ensure the complete implementation and maintenance of all customer contracts.
Track contract renewal dates and notify sales of need for renewal.
Order Entry / Distribution
Process all orders received (new / existing licenses, support, training / consulting, other) in an expeditious manner.
Ensure accuracy of information input into our internal system and adherence to order entry processes and procedures.
Monitor data coming out of order processing system and certain of its accuracy.
Inform the Manager of Customer Operations of any event that may affect customer delivery requirements.
Ensure the efficient distribution of products, while ensuring that credit limits and credit holds (established by Finance) are enforced and billing is up to date.
Communicate backlog on a timely basis.
Post all credits in our invoicing application.
Assist Sales department in price quotes and customer interaction as required.
Assumes responsibility for issuing invoices to customers for support fees on an accurate and timely basis.
Responsible for monthly support printing and mailing.
Monitor SW support records; maintain renewal process for expiration of Po’s, contact customer for renewal certification, issue quotes to customers indicating annual discounted prices and monthly prices.
Invoice customers for all incoming orders.
Provide customer support for all invoice issues
Front line customer service.
On an on-going basis, communicate with assigned customers to ensure needs are being met.
Ensure all customer master records are accurate and up to date including billing and installed at address, contact names and phone numbers.
Represent the Company on issues related to customer support operations, serve as primary contact and customer liaison for assigned accounts and resolve all customer issues, problems, inquiries and requests in a timely, accurate and professional manner.
Excellent attention to detail and quality.
Experience with customized financial systems.
Outstanding communication and interpersonal skills with a demonstration of exceptional customer service skills.
Strong analytical, problem-solving, decision-making, and project management skills preferred.
Quantitative, invoicing, reporting, and billing skills.
Strong written and verbal communication skills.
Intermediate skill level with Excel or better.
3 years related experience preferred.
Key Characteristics :
Decision Making / Judgement
Makes considered decisions on less-than-perfect information; identifies critical factors to consider when makings decisions;
prioritizes tasks and goals appropriately; assesses risks and returns effectively
Communication & Influence
Is articulate and gives clear, concise, and focused answers to questions; explains opinions and positions; uses empathy to persuade others;
keeps key people informed; ability to communicate with diverse audiences; ability to facilitate
Efficiency & Attention to Detail
Committed to tasks while adhering to time-line; ability to balance multiple tasks simultaneously without details falling through the cracks;
has high standards for thoroughness, completeness and accuracy
Shows passion for continually advancing his / her own knowledge or thinking; asks questions of others to fully grasp a situation;
is a "quick study"; has a drive to learn new things and figure things out on his / her own
InterSystems is the power behind some of the world’s most important applications. With a passion for excellence and a focus on client success, InterSystems provides data management, strategic interoperability, and analytics platforms used in healthcare, financial services, government, and other industries.
In selected countries, InterSystems also offers unified healthcare applications, based on its core technologies, that deliver on the promise of connected healthcare.
Founded in 1978, InterSystems is a privately held company headquartered in Cambridge, Massachusetts (USA), with offices worldwide, and its software products are used daily by millions of people in more than 80 countries.
For more information, visit InterSystems.co.uk
Our technology is great, but it’s our people that really make the difference. At InterSystems you’ll be surrounded by smart, hard-
working people with an innate love for tackling challenges.
Come innovate with us
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InterSystems is an E-Verify Employer in the United States.