At Soracom, our mission is Making Things Happen, For a World That Works Together. We believe connectivity has the power to transform industries, enable innovation, and help businesses solve real-world challenges. From startups launching their first connected product to global enterprises managing millions of devices, we empower our customers to bring their ideas to life.
With remote teams across Japan, the US, and Europe, Soracom continues to expand its global team to keep pace with the company's rapid growth. We are an Equal Opportunity Employer and take pride in the diversity of our employees, valuing the unique experiences, perspectives, and expertise that people from different backgrounds bring to our business. We believe in Developing a Dream Team by hiring exceptional people, investing in their growth, and creating an environment where individuals and teams can do their best work.
The ability to develop groundbreaking technologies is one of our key assets, and our people make it happen. Come join Soracom and help create the transformative technology that enables our customers to engineer a better world.
About The Role
You will serve as a key member of the team in the Americas and will have the exciting opportunity to work with people who are passionate about IoT and excited about the rapid growth we are seeing in this technology around the world.
As a Customer Service Specialist, you will play a critical role in managing and supporting customer and partner accounts. You will assist with customer and partner communications, the administration of customer and partner accounts, and other customer service functions. This position is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences.
Key Responsibilities
Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances
Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams
You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily
Who You Are
You are a relationship builder. You enjoy meeting new people from a wide range of diverse backgrounds and collaborating to produce mutually beneficial results
You can rapidly create connected trust at all levels of the customer organization by sharing everything you can
You love continuously learning about Soracom's products, services, and applications for both you and your customers
You have the ability to work collaboratively and ensure follow-through with exceptional verbal and written communication skills
You thrive in a fast-paced environment with quick decision-making
You love to share your passion with others and exhibit good judgment when helping out customers
You are excited about the opportunity to work across time zones and cultures as part of a truly global team with colleagues and customers around the world
You're comfortable exploring and using emerging AI tools to enhance efficiency, effectiveness, and creativity in your work
Requirements
Key Requirements
2-4 years of customer service or account management experience
Strong verbal and written communication skills
Proficiency with invoicing tools and shipping logistics platforms is a plus