Cradlepoint

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Operations Manager

Operations Manager

Job ID 
2017-1169
# of Openings 
1
Job Locations 
US-ID-Boise
Posted Date 
9/19/2017
Category 
Operations

More information about this job

Overview

 

Responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Supervises agents, trains, coaches, and mentors employees.

Responsibilities

Order Management:

  • Responsible for Managing Order/Service management team
  • Responsible for all hardware, NetCloud SaaS, and CradleCare orders
  • Interface to distribution and partner direct customers for order acknowledgement
  • Pricing verification for all purchase orders
  • Responsible for ensuring data integrity throughout CP systems – Salesforce and Visual
  • Investigate any customer escalations and provide solutions or escalate further if required to ensure a high level of customer satisfaction.

 

Channel Operations:

  • Operations interface to all channel partners
  • Manage orders, availability, pricing, discounts
  • Product management – new products, product rolls, EOL
  • Special pricing process as it relates to Operations
  • Deal registration process as it relates to Operations

 

Entitlement Management:

  • Responsible for management of service entitlement process for all new, expansion, add-on and renewal entitlements
  • Responsible for renewals process for all services
  • Isolate and identify areas of improvement and interface to IS and R&D departments to define requirements for automation needed to improve customer satisfaction

 

Employee Management:

  • Hire, train, mentor, and manage performance of customer service representatives
  • Perform employee evaluations yearly and creates and utilizes key metrics to measure and ensure customer satisfaction levels

Qualifications

  • BA or BS Degree Required.
  • 5 years Operations Experience
  • Good customer relationship skills
  • Strong team player with the ability to manage high pressure
  • Management experience
  • Experience with ERP/MRP Systems – Microsoft Dynamics preferred
  • Experience with SaaS Order Management preferred
  • Experience with Sales Force preferred