Customer Operations Analyst II

Job description

The role, at a glance: The Customer Operations Analyst II is responsible for processing orders using our ERP system (Infor), managing the order through the fulfillment process using a ticketing system and providing Biamp customers with the highest level of service possible. How you'll contribute: Respond to customer inquiries and provide speedy and thorough resolution to customer issues to ensure customer satisfaction Handle day-to-day correspondence via through the company ticketing system, email & phone Utilize company ERP system to process purchase orders accurately and efficiently Answer customer inquiries via phone and email regarding lead time, the status of purchase orders, back-ordered materials, etc. Review purchase orders against quotes to verify pricing before booking into the ERP system Work with customers to resolve pricing issues on PO’s as they occur Work with third party warehouse to ensure shipping of goods and follow up for transportation (tracking, delivery, customs) You'll also support by: Working with the sales team to obtain approval on drop-ship orders and to verify discounts listed on purchase orders are valid Working with the sales and operations team to prioritize orders as needed when inventory is limited Building rapport with new and repeat customers by providing exceptional customer service through email and phone interactions. Reviewing and executing change orders/correction requests Other duties as assigned by Supervisor A successful candidate should have: Excellent written and verbal communication skills in English. Other language skills are a plus Ability to collaborate with a diverse cross-functional team (global team with focus on UK and Europe) Knowledge of Microsoft Office (Excel, Word, Outlook, Teams) Ability to prioritize, manage multiple tasks and meet daily deadlines Embrace continuous improvement philosophy Bachelor degree or higher A minimum of 2 years relevant experience preferred Experience with ERP-systems. Experience with Infor LN is a plus Who is Biamp? We make the world’s most extraordinary audio and video solutions. For over 50 years, Biamp has created and innovated professional audiovisual solutions that enable great communication . From the smallest of rooms to the largest of venues, we empower true human connection in every space. As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences. About our company: At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.