Customer Service Specialist

Customer Service Specialist

Company: SORACOM Location: Remote (US Mountain or Central Time Zones) Work Model: Remote Contract: Permanent Seniority: Mid-Level

About Soracom

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 is expanding its global team to keep pace with rapid growth. We are an Equal Opportunity Employer, valuing the diversity of our employees and the unique experiences, perspectives, and expertise they bring. We are committed to "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. Join Soracom and help create the transformative technology that enables our customers to engineer a better world.

About The Role

As a Customer Service Specialist, you will be a key member of the team in the Americas, working with passionate individuals excited about the growth of IoT. You will play a critical role in managing and supporting customer and partner accounts, handling communications, administering accounts, and performing 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 partner registrations and referred leads are processed and routed promptly.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Collaborate with sales or partnership teammates for assigned customers or partners to ensure prompt resolution.
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports. Troubleshoot issues and provide guidance. Communicate with partner and sales teams to ensure information flow for a positive 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 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, including vendor communication, travel arrangements, and on-site support for sales and partnership teams.
• Demonstrate leadership principles daily, including Customer-Centricity, Proactivity, "Just Do It," "Dive Deep," Emotional Maturity, and Delivering Results.

Who You Are

• A natural relationship builder who enjoys collaborating with diverse individuals to achieve mutually beneficial outcomes.
• Able to rapidly build trust at all levels of a customer organization by sharing information effectively.
• Eager to continuously learn about Soracom's products, services, and applications.
• Possess strong collaborative skills and the ability to ensure follow-through, supported by exceptional verbal and written communication.
• Thrive in a fast-paced environment requiring quick decision-making.
• Enthusiastic about sharing your passion and exhibiting good judgment when assisting customers.
• Excited to work across time zones and cultures within a global team.
• Comfortable exploring and utilizing emerging AI tools to enhance efficiency, effectiveness, and creativity.

Requirements

• 2-4 years of customer service or account management experience.
• Strong verbal and written communication skills.
• Proficiency with Salesforce and Slack is essential.
• Ability to work independently in a remote environment.
• Strong attention to detail and commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data.
• Proficiency with invoicing tools and shipping logistics platforms is a plus.
• Familiarity with order fulfillment and logistics processes is a plus.
• Spanish language proficiency is a plus.
• Previous experience working with partners as part of the sales cycle is a plus.

What We Offer

• A remote-first work environment for employees based in the United States.
• Flexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaboration.
• Access to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best work.
• Opportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challenges.
• Skills-based career progression, with advancement based on impact, contribution, and performance.
• A collaborative, globally distributed team environment.
• Comprehensive health benefits including