Customer Operations Analyst

Do you love providing great customer service, solving problems and making sure everything runs smoothly from order to delivery? And are you looking for a job in an international company with fantastic colleagues, a great culture and world-class products?

Then our job as Customer Operations Analyst at our Brighton office, with a starting date as soon as possible, could be the right one for you.

What we do:

We make the world’s most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication.

From the smallest of rooms to the largest of venues, we empower true human connection in every space. As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.

About our company:

We’re growing.

In the span of just four years, five companies have joined the Biamp family, increasing our product offerings and expanding our presence within the global market.

We’re global.

Installed in thousands of applications in over 100 countries, our products are supported by our employees located throughout 15 Biamp locations worldwide.

We’re empowered.

Joining a scaling company means employees have greater opportunities to gain experience while effecting genuine change within the organization.

We’re cutting-edge (but local about it).

Initial design, engineering, manufacturing, and testing are all managed within our own facilities, leading to shorter lead times, faster responses, and greater convenience for our clients overall.

Job Summary

As Customer Operations Analyst, you report directly to the Operations Site Manager and become an important part of the team supporting Biamp’s customers across the UK and Europe.

Your role is all about making sure our customers receive the highest possible level of service throughout the order and fulfilment process.

You will process customer orders in our ERP system, manage orders and customer enquiries through our ticketing system, and act as an important point of contact for customers when they need information or support.

You will work closely with customers as well as colleagues across Sales and Operations, making sure orders are processed correctly, questions are resolved quickly and products reach customers as smoothly as possible.

This is a role for someone who enjoys combining customer interaction, problem solving, coordination and attention to detail in a busy international environment.

Your tasks and responsibilities

Customer Service & Order Management

• Respond to customer enquiries and resolve issues quickly and thoroughly.
• Handle daily customer communication through our ticketing system, email and phone.
• Process purchase orders accurately and efficiently in our ERP system.
• Keep customers updated on lead times, purchase order status, backorders and other order-related questions.
• Build strong relationships with both new and existing customers by delivering excellent service.

Pricing, Shipping & Fulfilment

• Review purchase orders against quotations and verify pricing before orders are booked.
• Work directly with customers to resolve pricing discrepancies when they occur.
• Coordinate with our third-party warehouse to ensure goods are shipped correctly.
• Follow orders through transportation, including tracking, delivery and customs.
• Review and execute order changes and correction requests.

Cross-functional Collaboration

• Work closely with the Sales team to obtain approvals for drop-ship orders and validate discounts.
• Collaborate with Sales and Operations to prioritise customer orders when inventory is limited.
• Work as part of an international, cross-functional team with particular focus on customers and colleagues across the UK and Europe.

How you get the job:

• You enjoy helping customers and take pride in delivering a high level of service.
• You are a strong communicator and are comfortable communicating with customers both in writing and over the phone.
• You are organised, detail-oriented and able to manage several tasks and priorities at the same time.
• You enjoy solving problems and taking ownership of customer enquiries until they are resolved.
• You communicate fluently in English, both written and verbally. Additional languages are a plus.
• You are comfortable working with colleagues across different functions, countries and cultures.
• You have experience using Microsoft Office, including Excel, Word, Outlook and Teams.
• You have experience working with ERP systems. Experience with Infor LN is a plus.
• You ideally have a minimum of 2 years of relevant experience, for example within customer operations, order management, customer service, sales support or a similar B2B environment.
• You embrace continuous improvement and enjoy finding better ways of working.

Most importantly, you are someone who genuinely cares about the customer experience while also enjoying the operational side of making sure orders, information and deliveries are handled accurately and efficiently.

Best,

Biamp

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