Order Fulfillment Specialist

Overview:

We are looking for talented individuals with the experience and motivation to join our innovative team. This is an entry level position that serves as the foundation of the Fulfillment team. The person is responsible for electronically delivering Precisely products to customers and partners in a timely manner. In addition, the role will close any issues customers may have accessing their products and maintaining their software license keys. This role is transactional by nature, emphasizing accurate and timely completion of tasks. Typically, it does not involve mentoring responsibilities or participation in strategic planning.

What you will do:

• Utilize systems such as Salesforce and Precisely Key Generation tools for the fulfillment of various products
• Ensure product delivery of software and keys, data and SaaS as part of the final step prior to invoicing the customer and recognizing revenue.
• Work under tight financial deadlines, especially during month-end and quarter-end closures
• Ensure we are meeting audit requirements as part of revenue recognition
• Fulfillment case triage
• Provide license keys at customer request that include only functionality that a customer has paid for, and no additional functionality that the customer has not paid
• Ensure customers can run the software within the scope and restrictions of their contract. (restriction examples include Operating System, usage capacity, location, etc.)
• Ensure customers have access to support sites for downloading resources
• Maintain strict processes for case creation and overseeing the Fulfillment queue.

What we are looking for:

Required:

• Bachelor's degree or equivalent work experience
• Minimum 5 years of experience in fulfillment, operations, customer support, or system-based administrative role
• Strong organizational, analytical skills and attention to detail
• Problem solving abilities, logical troubleshooting approach
• Comfortable working in various business and proprietary systems and software applications
• Ability to work under pressure of financial end of term timelines to complete order delivery
• Experience of collaborating within a cross-functional organization
• Previous experience in a back-office order process role with managing multiple tasks simultaneously
• Previous CRM experience (Salesforce preferred)
• Strong professional oral and written communication skills in English
• Demonstrates proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams, with advanced Excel skills being essential
• Ability to work outside regular shift hours during monthend and quarterend close periods
• Ability to work effectively from home
• Travel is NOT required

Preferred Skills:

• Salesforce certification is a bonus point
• Familiarity with case management or ticketing system
• Experience working with global partners/customers
• Experience collaborating with global and cross functional team across time zones
• Prior fulfillment role exposure (software, data, or SaaS fulfillment)

AI Skills/Knowledge:

• Skilled at utilizing CoPilot or other AI tools effectively

The candidate will follow an AMER-aligned schedule, with Pacific hours from 09:30 PM to 06:30 AM IST, Tuesday to Saturday. When daylight saving time ends in AMER, the IST working hours will shift to 10:30 PM to 07:30 AM. The hours will adjust again when daylight saving time starts. During the initial 1-2 months of training, the candidate will work Monday to Friday to support the training process.