Customer Care Representative I

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

Customer Care Representative - English Speaking (M/F/d)

AVEVA is a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value. We call this Performance Intelligence.

AVEVA’s comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency. AVEVA supports customers through a trusted ecosystem that includes 5,500 partners and 5,700 certified developers around the world.

We take pride in our core values and the diversity of our people, valuing the unique experience and expertise that people from different backgrounds bring to our business. At AVEVA, we’re all about Limitless possibilities. Are you?

This role will provide dedicated ownership and focus on the E2E subscription business process flow from quote, contract, fulfilment, service, and billing to smooth and delight the Customer experience. This role will work with other Global Process Owners (GPO) across the business to align and standardise the processes for subscription based orders. This role reports into the VP Project and Planning who reports to the SVP Global Business Operations, the owner of the Subscription Management project, co-sponsored at the Executive level by the Chief Revenue Officer and Chief Financial Officer. This role will have exposure to SVP and Executive level reporting. The role will support the SVP Global Business Operations in setting, documenting and communicating the vision for Customer Flexible Subscription Management, and will be responsible for documenting and establishing cross functional business processes for Customer Flexible Subscription management.

As part of the Global Business Operations Team member, the Customer Care Representative will ensure the administrative aspect of the AVEVA order processing and customer service functions. This position focuses heavily on having an eye for detail and on being able to provide prompt and accurate responses to customer inquiries.

**Responsibilities**:

- Essential position to execute first line customer engagement.
- Consistently inputting and updating information to ensure accuracy of customer records.
- Fulfill decommissions, exchanges, and other install base change requests.
- Process and/or release orders in our transactional systems.
- Partnering with customers to ensure information is collected correctly for order processing including matching Quote, PO, and other agreements.
- Assisting with invoice management and resolution.
- Undertake complex assignments where considerable judgment and initiative are required in resolving problems, making suggestions, and implementing those recommendations.
- Provide local perspective on global policies in order to foster continued improvement.
- Supply feedback on customer experience to management, sales, and other groups.
- Creation and maintenance of master data, customer installed base records, cases, etc. within SAP, Salesforce and/or other systems currently in use.
- Assist and satisfy internal and external customers professionally in a friendly, collaborative and concise manner by providing required information.
- Escalate partner/customer problems, issues, and concerns to most appropriate person when necessary.
- Follow-up in a timely, accurate and proactive manner on open issues, tasks, activities, and unresolved items.
- Answer external phone calls and/or other communication requests from customers and assist with requests/questions.
- Perform self-audits to obtain high quality results in all processing requests.

Qualifications:

- Excellent interpersonal skills demonstrated through written and verbal communication in English
- Exceptional telephone customer service skills
- Highly motivated self-starter with experience in order processing
- Ability to work in a fast-paced environment
- Proficient in use of Microsoft Office products (Outlook, Word, Excel) required
- Experience with CRM Systems; SAP and SalesForce knowledge is a plus
- Detail-oriented with the aptitude to manage multiple tasks
- Strong analytical, troubleshooting, and problem-solving abilities
- Ability to adapt to changing environment without sacrificing customer satisfaction or quality
- Strong organization skills
- Aptitude to maintain composure in stre