ABOUT AVID Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.To learn how Avid powers greater creators or for more information, visit www.avid.com.JOB SUMMARYThe Avid Global Services Business Operations Team’s charter is to drive operational efficiency and strategy to support the Customer Care, Learning Services, and Professional Services organizations within Global Services. As the Operations Specialist working with the Learning Services Operations team, you will be a key contributor to the Avid Learning Services Operations Team in processing the current operations and reviewing and recommending business process best practices.RESPONSIBILITIES AND DUTIES
Manage and handle inquires for new and existing Avid Learning Partners (ALP) and Avid Certified Instructors (ACI)
Identify and assess customers’ needs to achieve satisfaction
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Follow communication procedures, guidelines and policies
General administration support of the ALP Program
Generate periodic reports on key business metrics (e.g. P&Ls)
Generate sales quotes, as needed
Work with order management and credit teams to ensure quotes are accurately entered payment is received in a timely manner
Manage backlog to ensure timely delivery of products
Understand and recommend process improvement to bring efficiencies to the global operations
Work with contractors to ensure that time and expenses are submitted in a timely manner and that invoices are processed only after proper documentation is in place.
Work with global managers in business units to ensure weekly forecasting and invoice is accurately reflected
Ability to identify process exceptions and escalate for approvals.
QUALIFICATIONS & SKILLS
BS / BA or other degree desired
2-4 years’ experience with an Operations group with a large technology organization
Experience with CRM, LMS and ERP systems preferred
Demonstrated customer support experience
Strong interpersonal and communication skills, verbal and written
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Ability to multi-task, prioritize, and manage time effectively to meet monthly / quarterly deadlines
Expertise with MS Office products, especially Excel, PowerPoint. MS Access a plus
Able to work in a dynamic environment with proven experience working collaboratively across many functions and levels within a geographically diverse organization
Is self-motivated and has problem solving skills
Knowledge of SAP & SalesForce desirable
Ability to analyze data and propose operational improvements based on results
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
