Customer Operations Specialist

Title: Bilingual Customer Operations Associate (French)

Sector: IT & Services Consulting

Location: Permanent Work From Home (Anywhere in Morocco)

Duration: 1-Year Contract - Renewable

Working Hours: Monday to Friday, Eastern Standard Time Zone

Fluency in French is required for this position (writing & speaking), as the candidate will have to collaborate daily with French-speaking colleagues, partners, and clients in Quebec.

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 a 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 issues, 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 instructions, 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 the product.
* Keep customers proactively 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:

* Fully bilingual in English & French (Both written & spoken)
* 1+ years of experience in customer service or purchasing
* Energetic, enthusiastic, and able to communicate effectively with customers with a focus on customer satisfaction.
* 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 working with SAP is considered an asset.