Back to jobs

Customer Operations Specialist

Boston, MA

The role of the Customer Operations Specialist is to ensure that the Customer Fulfillment Process, from order entry to collections, is executed in a timely manner with 100% quality, providing the highest level of customer care and service standards, timely and accurate coordination and delivery of software licenses, billing, and superior software support contract administration.  This is a full time, permanent role based in our Boston, MA office.

Job Responsibilities:

Product Knowledge

  • Responsible for understanding our product and license policies and our pricing.
  • Provide assistance to Sales in providing the accurate product and pricing information in customer quotes
  • Working closely with Manager to create, maintain, implement and test changes to the internal processing system

 Contract Management

  • Ensure corporate revenue recognition guidelines are maintained for all orders.
  • Review all contracts for completeness, review terms and ensure appropriate approvals for all special pricing/discounts.
  • Ensure all agreements are scanned into our internal system.
  • Ensure the complete implementation and maintenance of all customer contracts.
  • Track contract renewal dates and notify sales of need for renewal.

 Order Entry / Distribution

  • Process all orders received (new/existing licenses, support, training/consulting, other) in an expeditious manner.
  • Ensure accuracy of information input into our internal system and adherence to order entry processes and procedures.
  • Monitor data coming out of order processing system and certain of its accuracy.
  • Inform the Manager of Customer Operations of any event that may affect customer delivery requirements.
  • Ensure the efficient distribution of products, while ensuring that credit limits and credit holds (established by Finance) are enforced and billing is up to date.
  • Communicate backlog on a timely basis.
  • Post all credits in our invoicing application.
  • Assist Sales department in price quotes and customer interaction as required.

 

Support

  • Assumes responsibility for issuing invoices to customers for support fees on an accurate and timely basis.
  • Responsible for monthly support printing and mailing.
  • Monitor SW support records; maintain renewal process for expiration of POs, contact customer for renewal certification, issue quotes to customers indicating annual discounted prices and monthly prices.

 Invoicing

  • Invoice customers for all incoming orders.
  • Provide customer support for all invoice issues
  • Front line customer service.

Customer Support

  • On an on-going basis, communicate with assigned customers to ensure needs are being met.
  • Ensure all customer master records are accurate and up to date including billing and installed at address, contact names and phone numbers.
  • Represent the Company on issues related to customer support operations, serve as primary contact and customer liaison for assigned accounts and resolve all customer issues, problems, inquiries and requests in a timely, accurate and professional manner.

Experience & Qualifications:

Essential

  • Excellent attention to detail and quality.
  • Experience with customized financial systems.
  • Outstanding communication and interpersonal skills with a demonstration of exceptional customer service skills.
  • Strong analytical, problem-solving, decision-making, and project management skills preferred.
  • Quantitative, invoicing, reporting, and billing skills.
  • Strong written and verbal communication skills.
  • Intermediate skill level with Excel or better.  
  • Bachelor's degree 

Desirable

  • 3+ years related experience preferred.

We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.

InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience, education, skills, and performance.

Other compensation may include a discretionary annual variable target incentive.

The company also provides generous employee benefits including:

  • Medical, vision, and dental insurance
  • Short-term and long-term disability, and life insurance
  • 401(k) Profit Sharing Contribution
  • Paid Time Off and Holidays
  • Parental Leave
  • Tuition reimbursement

The estimated base compensation range for this role is:

$70,000 - $90,000 USD

About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.

 

AI Disclaimer

InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information).  InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.

Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience.  AI tools and third-party transcription services must not be used during interviews or assessments.

Create a Job Alert

Interested in building your career at InterSystems? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
InterSystems Employment History *
Select...

Please indicate relationship to job location

Select...
Select...
Select...
Select...

At InterSystems, we take your privacy seriously.  Our Data Protection Information Notice outlines how we collect, use, and protect your information throughout the application process.  This includes:  

  • The types of personal data you provide,
  • How and why we process your data,
  • Who may access or receive your data,
  • Possible transfers of your data abroad (if at all),
  • How long we retain your data, and
  • Your right(s) regarding your data.

You can access our full Data Protection Notice here: https://www.intersystems.com/Privacy-Policy-Candidates/ for comprehensive details on these practices.

For questions about this Notice, you may contact us at DPO@InterSystems.com.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in InterSystems’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.