Procurement Specialist
Introducing FRONTSTEPS — the #1 software platform for HOAs, Builders, Security & Patrol Experts, Realtors, and Homeowners. We deliver technologies that simplify how people build, connect, operate, and secure modern communities, with a diverse range of products and services.
As you’d guess for a Colorado-based software company, we balance a “work hard, play equally hard” approach to things. We’re very much focused on growing the business and taking care of our customers, but that shouldn’t stop us from celebrating wins and consuming the libations that live in the fridge. FRONTSTEPS was recently ranked in the top 100 Digital Companies in Colorado and we are dedicated to becoming one of the best places to work in the Denver metro area.
Job Description
FRONTSTEPS is seeking a seeking a talented customer support and procurement professional with expertise in assisting customers with technical orders and returns in our Denver, Colorado headquarters. We are seeking a candidate with strong business acumen, excellent communication skills, and a track record of exceeding customer expectations to join our exciting and fast-paced team. In this role, you will be the "go-to" person responsible for resolving technical order issues, processing sales orders and warranty requests, and procuring replacement product as you promptly respond via phone, email and/or chat platforms.
Responsibilities:
- Support clients by addressing their technical questions through gathering data, analyzing their needs and evaluating possible resolutions.
- Respond to client inquires and solve any reported order, return, and shipping issues via phone, email or chat platforms.
- Respond to customer inquiries regarding order status and shipping details.
- Process and ship customer orders.
- Resolve issues regarding warranties, returns, and product issues for the customer.
- Document and track all customer issues within the appropriate tracking system.
- Identify and escalate priority issues to appropriate resources (e.g., to support, accounts payable, sales, manger)
- Follow up with clients and ensure scheduled call backs are made to clients when necessary
- Stay current with product updates, industry trends, system changes and customer support best practices.
- Provide requested reports and summaries when applicable.
About You:
- At least 1 to 3 years comparable customer support experience (preferably some in an SaaS environment)
- Strong team player who understands that customer service comes first before anything else and is not afraid to ask questions
- Extremely well organized, natural problem solver who enjoys identifying ways to make things better
- Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
- Thoughtful decision making skills with a knack for identifying, prioritizing, and articulating the highest impact initiatives
- Able to meet deliverables and drive your work to completion within specified timelines
- Can work cross functionally with many people without being constrained by your job function
- Collaborative, upbeat work ethic where you can take ownership and have fun
- Excellent written and verbal communication skills. Not afraid to get on a phone call when priority demands.
- Proficient with MS Office applications
- Demonstrated use of CRM applications.
- A bachelor’s degree in business, computer science, information systems, liberal arts, or a related field