Introduction
The Order Fulfillment 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 fulfillment specialist will manage any opportunities that do not include professional services. The fulfillment 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 fulfillment Specialist will report to Professional Services Manager.
Key Responsibilities
- Oversee delivery of all Order Fulfilment activities, which include (but not limited to) installation record review and set up, obtaining and deliveringall accounts and credentials (e.g. community login, database credentials etc.) creation and delivery of license keys, resolution of customer issues and monitoring the new installations queue.
- Ensure high levels of customer service through prompt and courteous communication
- Act as an escalation point for customers and resolve escalated order processing issues in a timely manner
- Manage the accounting team during the onboarding process to ensure prompt and timely delivery of all accounts, invoices and license keys by way of email.
- Order new or replacement hardware for non-professional service engagements below an established dollar threshold.
- Possess complete understanding of the Poppulo product portfolio, departments, and policies
- Assist with account record clean up and certification as required.
- Other duties as assigned
Required Skills / Competencies
- Minimum 3+ years work experience in Order Processing, Project Management, Customer service, or related field
- Bachelors degree in any discipline
- 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
- Prove analytical skills to recognize process improvement areas or trending patterns
- 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.
We disclose your personal information to our private equity sponsor, Vista Equity Partners, and its affiliates, including Vista Consulting Group (collectively, “Vista”), for administration, research, database development, workforce analytics and business operation purposes, in line with the terms of this Privacy Policy. Vista processes and shares your personal information with its affiliates, including other Vista portfolio companies, on the basis of its legitimate interests in managing, administering and improving its business and overseeing the recruitment process and, if applicable, your employment relationship with Four Winds Interactive LLC. If you have consented to us doing so, we also share your personal information with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA. Please find a full list of all Vista portfolio companies at: https://www.vistaequitypartners.com/companies/ and Vista’s privacy policy at https://www.vistaequitypartners.com/privacy/. Where this requires us to transfer your personal information outside of the EEA, please refer to the FWI Privacy Policy for further details on cross-border transfers. In connection with the recruitment process, your personal data may be transferred outside of the EEA to iCIMS and/or Greenhouse, Hirebridge, LLC and Criteria Corp., which provide applicant tracking and evaluation services. Hirebridge, LLC and Criteria Corp. have agreed to comply with the EU Standard Contractual Clauses to ensure that your personal information is adequately protected whilst outside of the EEA.
