Fulfillment Analyst

The Role / Responsibilities:

As a member of the Fulfillment Center of Excellence, the Fulfillment Analyst supports the sales fulfillment process, while ensuring compliance with organizational standards and protocols. You will be primarily responsible for fulfillment activities, including per-missioning/de-per missioning end users, processing user changes and establishing user trials. This role will also collaborate closely with the sales, engineering/IT and client service teams to facilitate workflow and provide support to customers with access issues or queries. As such, successful candidates are very detail-oriented, have excellent communication skills, and demonstrate exceptional organizational and multitasking abilities.

• Work with sales, sales operations and content delivery teams to complete all product access requests. Provide client permissions and license keys for services accessed electronically, in accordance with contract specifications, terms, and effective dates. Supply clients with access details and manage de-activations in the event of cancellations.
• Enable and configure product trial access for clients
• Develop a strong understanding of processes, systems and tools deployed for order fulfillment
• Clarify order discrepancies with the sales team and coordinate cross-functionally as needed
• Utilize CRM system (Salesforce) to maintain accurate client entitlement data, process sales orders or adjustments, and document relevant transaction details. Ensure consistency and accuracy for all stages of the fulfillment process. As needed, use CRM to prioritize assignments and record activities or client interactions.
• Use CRM (Salesforce) to monitor fulfillment requests from clients or internal departments.
• Maintain a customer-centric, best-in-class service orientation by attending to and resolving customer fulfillment needs.
• Coordinate with Sales, Customer Success and Client Service Desk to ensure client queries are resolved completely and promptly.

Qualifications:

• Bachelors degree
• High level of proficiency in Microsoft Word and Excel
• 2-3 years experience providing support for clients and internal departments
• 2-3 years experience working with database and CRM systems, such as MS Access and SalesForce.com
• Previous experience preferably within the marketing, financial, or sales industries is advantageous
• Ability to efficiently prioritize, organize, and complete multiple projects/assignments simultaneously in a fast-paced, deadline-driven environment
• Strong attention to detail, quality, and accuracy
• Proactive in problem solving with high level of critical thinking skills
• Good interpersonal communication skills, both written and verbal with the ability to build strong professional relationships at all levels
• Commitment to client care and problem resolution
• Self-motivated, collaborative and comfortable working in a team
• Well-developed skills in Microsoft Office applications (Outlook, Access, Excel, Word, PowerPoint)
• Experience with Salesforce.com advantageous
• Flexible to work different shifts for greater time-zone coverage