Purpose & Objectives

The core purpose of this role is to ensure that the customer experience at every stage of their interaction with the company leaves them feeling that they and their businesses are in good hands. This role would maintain an accurate and timely flow of communication between beta customers of our product and our internal ordering team. The role would require someone with a strong understanding of process and operational flow, with strong interpersonal and communication skills and the ability to work seamlessly with our internal team. This work would include transferring information from the customer to our team, and keeping the customer abreast of the progress of their order, based on internal status reports, as well as order troubleshooting and support. Looking for someone who has a flexible, full-time schedule.

Requirements

Must be functionally fluent in English and based somewhere in the EST time zone.

Responsibilities

• Respond in timely fashion to all customer inquiries, providing information and resolving issues
• Track and escalate any unsolved issues to the larger team and work to troubleshoot
• Ensure a smooth transition of information between sales team and ordering team for best customer experience
• Work with sales team and ordering team to develop and streamline processes for customer intake, onboarding, account creation, ordering, billing, and overall relationship experience
• Develop, record, and maintain playbooks and best practices documentation for future reference and training
• Ensure all customer record-keeping is up to date and complete
• Ensure all customer billing and invoicing are up to date, that invoices have been sent in a timely manner and paid in a timely manner according to the terms
• Support sales and ordering teams as needed