Customer Operations Specialist

1 month ago

Carlsbad, United States Viasat Full time
About us

One team. Global challenges. Infinite opportunities. At Viasat, we‘re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We‘re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.


What you‘ll do

We are thrilled to announce an exciting opportunity for a Temporary Customer Operations Specialist to join our dynamic team in Carlsbad, CA This hybrid role offers the unique blend of working collaboratively within our Carlsbad office and the flexibility of remote work.

Enhancing communication all around the globe. Our customers range from Commercial to Government making us complex, yet flexible in meeting the world‘s communication needs. This is a unique opportunity to be the main interface between ViaSat‘s customers and the After Market Service support team. In this role you will be supporting some of our critical Commercial Aviation partners. Your role will be key to keeping all of the aircraft supported by Viasat online and serving end customers in the sky.

As the Customer Operations Specialist, you will be empowered to maximize your initiative and interpersonal skills by supporting Return Material Authorization (RMA) processing, providing repair and upgrade status, preparing shipping documents, validating and entering data, generating recurring reports, and coordinating with third-party service centers. In this role you will be part of a global team interacting across functions (including logistics/shipping, operations program management, logistics program management, finance, accounting, business systems, quality and more) to get the job done as quickly and efficiently as possible.


The day-to-day

No two days in this role will look the same, your day to day will be comprised of activities such as

  • Working with our internal team to support our external customers on various requests such as the need for a Returning Materials Authorization, spares shipments, urgent orders requiring dispatch within four hours, paperwork, commercial invoices and more.
  • Partnering with a representative out of our Global Service Center in India to delegate tactical task and transactions to enable you to remain focused on overseeing your customer account as a whole.
  • Processing orders and returns through our ERP system (Oracle) and CRM systems (Salesforce).
  • Attending cross-functional meetings to provide status updates on your customer requests, suggest process improvements, highlight unanswered questions/process gaps needed to serve your customer.
  • Partnering with various internal teams on projects such as: partnering with Accounting on inventory reconciliation projects, partnering with our Oracle Business Systems team to develop MRP automations, partnering with your Logistics Program Manager to develop a new report that will help your customer and more.

What you‘ll need

  • 3 + years of relatable experience.
  • Bachelor‘s degree or equivalent experience.
  • Proficient in MS Office applications (Excel, Word, PowerPoint).
  • Experience in ERP systems, CRM tools (i.e. salesforce) and/or database management systems.
  • Ability to follow process while exercising judgment and intuition to provide customer recommendations and process improvements.
  • Ability to build and maintain relationships with internal & external stakeholders.
  • Strong and proactive written and oral communication skills.
  • Experience working with customers to provide solutions and support.
  • Ability to multi-task and prioritize projects and tasks in a high pressured, highly dynamic environment.
  • Highly organized and detail oriented.
  • Ability to adapt to change and act as a change agent.
  • Calm, confident, positive customer support demeanor and approach.
  • Ability to travel 10%
  • US Citizenship is required.

What will help you on the job

  • Oracle, SAP or Salesforce experience is highly desirable.
  • Experience working with third-party repair centers and warehouses is desirable.
  • Experience with aftermarket services/depot related activities.
  • Strong background in Operations, Supply Chain and/or Reverse logistics.
  • Data analysis skills.
  • Previous experience working in the aerospace or aviation industry.

Salary range

$30.05 - $42.79 / hourly. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $37.5 - $50.48/ hourly

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat‘s comprehensive benefit offerings that are focused on your holistic health and wellness at benefits.
EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.

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