Sales Operations, Customer Advocate

Role Description

We are looking for an experienced Sales Operation, Customer Advocate to own the end-to-end processing of customer orders - from PO entry through fulfillment and shipment coordination. In this role you'll maintain customer records and sales contracts, monitor backlog reports to keep orders moving, and prepare international export documentation. You'll work closely with Operations Planners, Credit, Product Management, Sales and Shipping to keep order status, delivery dates, and product availability aligned, while serving as a responsive point of contact for customers on delays and updates. Beyond day-to-day execution, we want someone who spots opportunities to automate, eliminate errors, and streamline how we work.

You will report to the Director of Sales Operations.

Location

Remote role - can be based anywhere in the US with a preference of West coast.

What you will be doing:

• Responsible for processing and management of customer orders

• Manage new PO order entry, fulfillment, and coordinate shipments

• Recognize Customer needs, set delivery expectations, and inform customers of delays and updates

• Monitor backlog reports and systems to ensure efficient order handling

• Support team members with heavy workflow and back-up support

• Work with cross-functional teams in all aspects of order fulfillment

• Create and coordinate international export documentation

• Provide ideas and feedback to management on how to automate work, eliminate errors, streamline workflow, and better serve customers and improve company response time and policies

• Work very closely with Operations Planners, Credit team, Product Management & shipping team

What you should have:

• Bachelor’s degree in business-oriented field, or equivalent experience.

• 5+ years in sales operations, customer service, or sales support in a high-tech environment; international company experience a plus

• Functional knowledge of Microsoft Office Suite - Excel, Word, and PowerPoint

• Experience with a CRM and/or ERP system (Oracle and Salesforce) required

• Strong written and verbal communication skills, with the ability to build rapport with customers and stakeholders at every level

• Strong analytical and problem-solving skills - able to diagnose issues of varying complexity and pull in the right people to resolve them

• Highly organized and self-directed, with excellent attention to detail and the ability to juggle multiple priorities against deadlines in a fast-paced, shifting-priority environment - working both independently and as part of a team

• Willingness to occasionally work outside normal business hours when customer or corporate needs require it

Pay & Benefits

For this role, the estimated base salary range is between $65,000 or $31.25/hr- $85,000 or $40.86/hr. The actual base salary will vary based on various factors, including market, location, and individual qualifications objectively assessed during the interview process.

Diversity, Equality, and & Inclusion at Harmonic Inc

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationshipsbased on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

Additional Equal Opportunity statement:

Harmonic is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of gender, race, color, national origin, ancestry, citizenship, religion, age, physical or mental disability, medical condition, genetic information, pregnancy, sexual orientation, gender identity or gender expression, veteran status, or marital status, or any other characteristic protected by federal, state or local law. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. Additionally, we will make reasonable accommodation to assist a person with a disability in the application process. If you need an accommodation in order to apply for a position, please contact [email protected]

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