Customer Service Specialist

Job Description

Job Description

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision to build a more connected world. Today, Soracom serves over 25,000 customers and connects millions of devices worldwide, delivering cellular connectivity for the Internet of Things (IoT) powered by the speed and scale of the cloud. With remote teams across Japan, the US, and Europe, Soracom is continuing to expand its global team to keep pace with the company's rapid growth.

Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen. Come and join Soracom to 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

Requirements

Key Requirements

Bonus Points If…

Location

Fully remote work, based in the US Mountain or Central time zones.

Benefits

Why You’ll Love Working at Soracom