Job Description
The Opportunity
The Order Fulfilment Specialist is responsible for the very first customer contact on all new opportunities below an established dollar threshold processed by the sales team. In addition to introducing the customer to their next steps the fulfilment specialist will manage any opportunities that do not include professional services. The fulfilment specialist will be the point of contact for all customer engagements below an established dollar threshold until such time that a Project Manager is assigned or in absence of professional service hours until all customer deliverables have been met. This role has significant impact on the customer experience with Poppulo and can affect customer retention. The Order fulfilment Specialist will report to Professional Services Manager.
Key Responsibilities
- Serve as the primary point of contact for customers during the order fulfilment and onboarding lifecycle for deals below the defined revenue threshold, ensuring a smooth and timely handoff from Sales to Delivery or Support teams.
- Manage end-to-end order fulfilment activities, including order validation, system setup, account provisioning, license key generation, and delivery of customer credentials in accordance with internal SLAs.
- Facilitate provisioning or coordination of hardware orders or replacements (where applicable) for non-professional services engagements within defined limits.
- Coordinate cross-functionally with Sales, Professional Services, Finance/Accounting, Support, Renewal, Customer Success to ensure accurate order processing and timely resolution of dependencies.
- Own and track fulfilment milestones using Salesforce ensuring order accuracy and SLA adherence .
- Monitor and manage the new installations within Salesforce, proactively identifying risks, delays, or bottlenecks and escalating issues as needed.
- Act as an escalation point for order-related or onboarding issues, ensuring prompt resolution and clear communication with customers and internal stakeholders.
Required Skills / Competencies
- Minimum 4+ years’ work experience in Order Processing, Order Fulfillment, Project Management or related field
- Knowledge of Order Fulfilment processes, transactions, and documentation
- Strong customer communication skills with a customer focus
- Demonstrated ability to communicate effectively using both oral and written skills to collaborate cross-functionally and with customers.
- Ability to meet deadlines and KPI’s with multiple 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
- Ability to comprehend Poppulo products and offerings.
- Salesforce experience a plus
Who We Are
We are a values-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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