Customer Operations Specialist at Axon Impact | Torre
Customer Operations Specialist
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Axon Impact

Customer Operations Specialist

Axon Impact
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Emma
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Full-time

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Guadalajara, Jalisco, Mexico
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Posted 8 months ago

Requirements and responsibilities

ROLE SNAPSHOTJoin our global Cyber Customer Operations team in a critical role responsible for accurate and timely order fulfillment. Youll drive a customer-focused billing strategy, utilize deep product/process knowledge, and collaborate cross-functionally to ensure seamless customer experiences. A successful Specialist is detail-oriented, thrives in fast-paced environments, and embraces continuous personal and professional growth.KEY DUTIESOrder Management & Invoicing: Process renewal and sales orders, ensuring alignment with internal approval guidelines to drive ARR.Order Management & Invoicing: Review orders for accuracy in pricing, terms, service dates, and documentation prior to invoicing.Order Management & Invoicing: Invoice new sales, renewals, and upgrades in the appropriate CRM within set turnaround times.Customer Support: Respond to customer inquiries (licensing, billing, sales) via phone and email.Customer Support: Partner with Sales, Customer Success, and Support to provide seamless service.Customer Support: Provide license keys upon payment or as requested by Support.System & Data Management: Maintain up-to-date and accurate customer data in CRM systems.System & Data Management: Manage licensing or provisioning across multiple platforms with high accuracy.System & Data Management: Assist with Export License requests when applicable.Financial Coordination: Collaborate with Accounts Receivable to resolve aging invoices and customer payment issues.Quality & Compliance: Ensure all sales orders meet product and brand-specific documentation and approval requirements.Quality & Compliance: Adhere to internal policies when creating keys or provisioning services.Internal Support: Train peers and new team members as needed.Internal Support: Remain current on product licensing, sales policies, and procedures.Internal Support: Perform special duties or projects as assigned by management.BASIC QUALIFICATIONSMinimum 2 years of customer service experience, or equivalent education/experienceProficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)Understanding of pricing structures, including margins, discounts, and price increasesStrong organizational and multitasking skillsDetail-oriented, self-starter, dependable, and resourcefulExcellent verbal and written communication skills with professional email etiquetteCustomer-centric with a professional demeanorAble to work independently and within a team environmentBasic negotiation skills and creative problem-solving mindsetComfortable with ambiguity and complexity in fast-paced environmentsFamiliarity with CRM systems, Power BI, or similar reporting toolsWillingness to work additional hours during peak periods (month/quarter/year-end)
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