Order Fulfillment Specialist

Introduction

The Order Fulfilment Specialist is responsible for the very first customer contact on almost all new opportunities. In addition to introducing the customer to their next steps, the fulfilment specialist will manage opportunities not including professional services. The fulfilment specialist will be the point of contact for all customer engagements for the SKUs managed by the fulfillment team. The team member will work closely with other customer facing departments to provision all that was agreed within contract specified dates. The team works on fulfillment SLAs; there are no targets. This role has significant impact on the customer experience with Poppulo and can affect customer retention. The Order fulfilment Specialist will report to the Professional Services Manager.

Key Responsibilities

• Fulfilment of orders in all lines of business- which include (but not limited to) installation, opportunity and quote review for account set-up. Obtaining, and delivering all accounts and credentials (e.g., community login, database credentials etc.) creation and delivery of licenses, resolution of customer issues and monitoring the new installation queue.
• Working with account executive, renewals, customer success managers and finance team as your primary stakeholders internally.
• Ensure high levels of customer service through prompt and courteous communication.
• Act as an escalation point for customers and resolve escalated order processing issues in a timely manner.
• Order new or replacement hardware for non-professional service engagements below an established dollar threshold.
• Possess complete understanding of the Poppulo product portfolio, departments, and policies.
• Assist with account record clean up and certification as required.
• Other duties as assigned.

Required Skills / Competencies

• Minimum 4+ years’ work experience in Order Processing/Order to Cash, Customer Success, Product Operations.
• Knowledge of Order Fulfilment processes, transactions, and documentation.
• Strong client facing communication
• Demonstrated ability to communicate effectively using both oral and written skills to collaborate cross-functionally.
• Ability to meet deadlines and KPI’s with tasks and projects in a fast paced, changing environment.
• Well organized with a strong attention to detail and accuracy.
• Ability to work autonomously and in a team environment. Strongly motivated with sense of urgency
• Prove analytical skills to recognize process improvement areas or trending patterns.
• Ability to comprehend Poppulo products and offerings.
• Salesforce experience a plus.
• Graduation in any discipline.

Who We Are

We are a value-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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