Customer Operations Specialist - Orders

Do you enjoy process configuration and finding efficient ways to fulfill customer needs? Are you detail-oriented, incredibly organized, and a strong communicator? Do you thrive in a fast-paced, growth environment? Our ideal team member is passionate about facilitating operational success and ensuring a seamless, world-class customer experience. You will support order processing, inventory management, payment and billing, and hardware delivery. If this aligns with your experience and interests, let’s chat!

About the role: As the Customer Operations Specialist, you will manage Rockbot’s day-to-day Customer Operations from processing orders to engaging with hardware vendors to ensuring all post-sale customer fulfillment needs are met. You will work cross-functionally with our Customer Support, Sales, and Product teams to maintain and improve systems, processes, and product offerings. You have an eye for detail and are always looking for ways to make internal processes more efficient and functional. You are very comfortable with spreadsheets and data and can maintain an internal inventory with ease. 

The Rockbot team helps businesses, brands, and places succeed by empowering them to deliver better customer experiences and build stronger connections through media in real-world spaces. We are technologists, music lovers, and innovators dedicated to delivering cutting-edge solutions that foster stronger connections between brands and their customers - and we’re having a great time doing it.  Join the rocketship!

You will:

• Serve as the primary point of contact for customer inquiries, providing timely and accurate responses to questions, concerns, and requests via phone, email, chat, or other communication channels. Address customer issues promptly, escalate complex problems as needed, and follow up to ensure resolution and customer satisfaction.
• Process customer orders, including order entry, verification, and initial billing. Coordinate with internal teams, such as sales, logistics, and finance, to ensure orders are processed accurately and delivered on time. 
• Review orders to ensure they are complete and all required customer information is captured accurately. Communicate proactively with internal sales and success teams regarding order status updates and issues that may impact customers.
• Maintain accurate and up-to-date customer records, order information, and transactional data in CRM or order management systems. Generate reports, analyze data, and extract insights to identify trends, patterns, and opportunities for process improvement.
• Identify opportunities to streamline and optimize customer operations processes, workflows, and systems. Collaborate with cross-functional teams to implement process improvements, automation tools, and efficiency enhancements to enhance the customer experience and operational efficiency.
• Ensure compliance with company policies, procedures, and regulatory requirements related to customer operations, data privacy, and consumer protection laws. Conduct quality assurance checks on customer communications, order documentation, and transactional processes to maintain accuracy and integrity.

You have: 

• 3+ years of operations experience, preferably in B2B SaaS and/or connected devices
• Familiar with best practices for order tracking and subscription billing
• Excellent communication skills, including issue tracking, triaging, and crisis management
• Passionate about data-driven process improvements across the post-sale customer lifecycle
• Experience with Salesforce, Zendesk, and/or Netsuite preferred

About Rockbot: 

Rockbot empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions - Rockbot TV, Rockbot Digital Signage, Rockbot Music, and Rockbot Audio Messaging. Rockbot is the only platform that unifies the full spectrum of media solutions with an enterprise-grade SaaS platform, enabling them to control, schedule, and monitor any number of locations from our web dashboard and mobile app.

From independent local businesses to large national brands - across 50,000 locations in nearly every industry, including restaurants, bars, retailers, fitness, hospitality, personal care, corporate offices, medical, multi-unit residential, and more, Rockbot provides all the tools & licensed content businesses need.  We are a Series B technology platform, backed by tier-one investors including Google and Universal Music Group, Rockbot is the future of out-of-home media.
For more information visit www.rockbot.com.

Compensation  

Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

The compensation band for this role is $60K - $70K plus equity, and benefits for all team members.

Our Values

• Accountability: We hold ourselves and those around us accountable. Admit mistakes, learn from them, share information and take ownership.
• Curiosity: Test your beliefs proportional to impact, get feedback from others and be proactive. Learn new things. Have a growth mindset and evolve.
• Empathy: We all have the ability to understand one another. Let's be better together by practicing empathy and understanding for one another. 
• Drive: We pursue our mission with relentless tenacity, passion, and positivity. 
• Ingenuity: We use innovation and imagination to solve tough challenges. We ask why and how quite a bit! We do our best to collaborate to come up with solutions. 
• Integrity: We trust you to do the right thing and act with integrity and Rockbot core values in mind. We’re a team working toward a collective goal.

Rockbot is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.