Customer Service Specialist

<strong>About Soracom<br><br></strong>At Soracom, our mission is <strong>Making Things Happen</strong>, <strong>For a World That Works Together</strong>. 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.<br><br>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 <strong>Developing a Dream Team </strong>by hiring exceptional people, investing in their growth, and creating an environment where individuals and teams can do their best work.<br><br>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.<br><br><strong>About The Role<br><br></strong>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.<br><br>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.<br><br><strong>Key Responsibilities<br><br></strong><ul><li>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. </li><li>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. </li><li>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. </li><li>Invoice &amp; Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding b