Customer Operations Specialist

Responsibilities

• Recognize, analyze, and recommend changes or improvements to current processes or policies
• Manage and supervise license order fulfillment, using different licensing tools
• Maintain data accuracy and support operational processes across Customer Operations systems and tools.
• Develop and provide custom data extracts and reports from CRM, CPQ, ERP, service management or licensing systems
• Manage issue intake processes to respond to internal (e.g., sales) and external (e.g., customer) requests related to quoting, order management, and licensing
• Collaborate with business and technical teams to identify, validate, and support operational process and system improvements.
• Identify, initiate tool and process improvements, assist with proposal and participation in design and implementation
• Train users from other teams or within the team holding live training/demo sessions
• Coordinate issues and collaborate across other organizations or with channel and alliance partners
• What you will likely bring:
• Excellent communication, interpersonal and presentation skills
• Excellent customer service skills
• Superior analytical skills
• Strong problem-solving skills
• Must be able to work extended hours during high-volume peak periods (especially end of quarters)
• Ability to deliver quality results while under time constraints
• Quick learning of new software to super-user level (office, project, CRM, CPQ, ERP, service, licensing, reporting and analytics)
• Exercise own judgment in making decisions on-the-fly when encountering situations outside of defined processes or policies
• Ample knowledge of the quote-to-cash process
• Intermediate to advanced skills in Excel, PowerPoint, Word
• What could set you apart:
• Experience documenting, standardizing, and improving operational processes and workflows.
• Experience creating and maintaining SOPs, knowledge articles, or training materials.
• Background in Customer Operations, Customer Service Operations, Industrial Engineering, Business Operations, or a related field
• #LI-EG1 #LI-HYBRID
• About Epicor
• We're Proactive, Proud, Partners .
• Competitive Pay & Benefits
• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.
• Equal Opportunities and Accommodations Statement
• We are an equal-opportunity employer.
• Recruiter:
• Elizabeth Garcia

Benefits

Additional Information

The Order Operations Specialist is responsible for managing the various areas of the quote-to order workflow, from CRM, CPQ, order management, to licensing and entitlement tools, data administration in the tools, providing user and tool support, resolving complex internal and external customer issues and requests related to the processes, transactions, and data in the quote-to-order workflow.

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