Digi International (Digi) is a leading global provider of mission-critical and business-critical machine-to-machine (M2M) and Internet of Things (IoT) connectivity products and services. We help our customers create next generation connected products, deploy, and manage critical communications infrastructures in demanding environments. Our embedded modules and off-the-shelf routers, gateways and network products are designed for relentless reliability and deliver unquestioned performance and security. Our cloud-based software and professional services help customers put their connected products and assets to work across a broad range of mission-critical industry applications. Founded in 1985, we have helped our customers connect over 100 million things and growing.

Position

Ensuring that Ventus customers stay connected with confidence is what the Client Care team strives for day in and day out. Client Care both keeps the promises that Ventus makes to its customers as well as provides the best first, and most importantly consistent, impression to all customers. The Customer Care Coordinator handles all customer service, sales order entry and backlog management functions for domestic customers. The role itself is ever changing and successful representatives will be able to update key standardized reference materials as well as think with agility to meet our customers' evolving needs. Validating, processing and managing customer accounts and orders with the highest professionalism, friendly communication and is consistent with company policies.

Whatever interactions occur within the lifecycle of the customer's experience with Digi, be them supply chain challenges, expediting an order, correcting an issue, processing a credit or facilitating an order renewal, this Customer Care Coordinator will complete that task. Most of the work which occurs each day is through email management or ERP with some phone calls and other means of communication. This team member needs to be comfortable facilitating cross-functional internal meetings to solve complex customer challenges as well as work collaboratively with their peers to ensure the job gets done.

What You Will Do

• Provide Outstanding Customer Support: Respond promptly and professionally to customer inquiries, including SaaS-related questions, email communications, and order processing, while maintaining a high level of accuracy and empathy.
• Manage SaaS and ERP-Based Orders: Process subscription-based orders and ensure accurate data entry in ERP systems, ensuring seamless order management and customer satisfaction.
• Troubleshoot and Resolve Customer Issues: Address customer concerns related to SaaS subscriptions, billing, and order fulfillment, escalating issues when necessary to ensure timely and effective resolution.
• Streamline Order Management Processes: Contribute to process improvement initiatives by identifying inefficiencies in order entry or email response workflows, particularly in SaaS and ERP systems, to enhance team productivity.
• Ensure Compliance with Service Standards: Meet or exceed established service level agreements (SLAs) by ensuring response times, order accuracy, and overall customer satisfaction align with company goals.
• Collaborate Across Departments: Work closely with cross-functional teams, including Customer Success, Billing, and IT, to resolve issues and improve the customer experience.
• Maintain Accurate Records: Keep detailed and accurate records of customer interactions, orders, and issues in relevant systems, ensuring data integrity and alignment with company policies.

Who You Are and What You Bring

• Experienced Professional: Minimum of 3+ years in customer service, with proven experience managing SaaS products, subscription-based services, and order processing. You’ve “done the thing” and are ready to hit the ground running.
• Customer-Centric Mindset: Demonstrates a deep understanding of customer needs and consistently delivers exceptional service to enhance the overall customer experience.
• SaaS and Subscription Expertise: Hands-on experience working with SaaS products and subscription-based services, including handling subscription renewals, billing inquiries, and subscription management.
• ERP Proficiency: Extensive experience with ERP systems, such as NetSuite or similar platforms, with a focus on order management, data entry, and process optimization.
• Detail-Oriented and Accurate: Highly organized, with the ability to manage multiple tasks while maintaining a high level of accuracy in order processing and customer interactions.
• Problem Solver: Proactively identifies issues and works to resolve them independently, minimizing disruption for customers and team members.
• Process Improvement Contributor: Actively suggests and implements improvements to order management and customer service workflows, particularly those related to SaaS and ERP systems.
• Effective Communicator: Clearly and confidently communicates with customers, team members, and other departments, ensuring alignment and timely resolutions.
• Adaptable and Resilient: Thrives in a dynamic, fast-paced environment and remains flexible when priorities shift or challenges arise.
• Team Player: Collaborates effectively with colleagues and contributes to a supportive, positive team environment.
• Reliable and Accountable: Consistently delivers high-quality work, meeting deadlines and maintaining accountability for tasks and responsibilities.

Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

The anticipated base pay range for this position is $15.63/hr - $21.88/hr. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate’s relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.

*Please note that we are unable to provide visa sponsorship for this position. This includes, but is not limited to, work visas, employment-based visas, or residency sponsorship. Candidates must have valid work authorization in the United States at the time of application. Visa applications of any kind will not be considered.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.