[Remote] Customer Service Specialist

Note: The job is a remote job and is open to candidates in USA. Soracom is a company focused on connectivity and innovation, empowering customers to bring their ideas to life. As a Customer Service Specialist, you will manage and support customer and partner accounts, ensuring outstanding customer experiences and resolving inquiries in a fast-paced environment.ResponsibilitiesCustomer/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 mannerCustomer/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 resolutionPartner 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 experienceInvoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balancesShipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreementsEvent Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teamsYou will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results dailySkills2-4 years of customer service or account management experienceStrong verbal and written communication skillsProficiency with invoicing tools and shipping logistics platforms is a plusAbility to work independently in a remote environmentFamiliarity with order fulfillment and logistics processes is a plusYou have extensive experience working with Salesforce and SlackStrong attention to detail and a commitment to accuracy, with the ability to proactively identify and resolve errors in quotes, contracts, orders, and Salesforce data before they impact customers or internal teamsYou also speak SpanishYou have worked with partners before as part of the sales cycleBenefitsRemote-first work environment for employees based in the United StatesFlexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaborationAccess to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best workOpportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challengesSkills-based career progression, with advancement based on impact, contribution, and performance rather than tenureCollaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and JapanComprehensive health benefits including medical, dental, and vision coverageRetirement benefits, including a 401(k) plan and company matchLife insurance, including basic, voluntary, and AD&D coveragePaid time off, including vacation, sick leave, volunteer time and company-observed holidaysFamily-friendly benefits, including maternity, paternity, and parental leaveShort-term and long-term disability benefitsEmployee stock option programCompany OverviewSoracom simplifies global IoT with a cloud-native platform designed to connect and scale your devices anywhere in the world. It was founded in 2014, and is headquartered in Tokyo, Tokyo, JPN, with a workforce of 51-200 employees. Its website is https://www.soracom.io/.