Department: Commercial Operations
Location: Pune, India
Description
Role Overview:
The Commercial Department is responsible for the sale of product and service propositions to UK and international customers which include states, local authorities, support partners, schools, multi-academy trusts and caterers. The department is made up of the following teams: Sales, Sales Operations, Contracting and Commercial Operations.
The Commercial Operations Team is primarily responsible for:
- Handling and managing customer queries (both written and verbally via phone calls/Team meetings) in-line with business guidelines, ensuring that a prompt and appropriate customer service is provided.
- Administering and managing customer contracts from order booking to invoicing and renewal/cancellation.
- Maintaining accurate records of customer details and contract licences, subscriptions and support in our systems which include Microsoft Dynamics 365, HubSpot and Binary Stream.
It's an exciting time to join ParentPay Group. As we launch our new Commercial Operations team in Pune, this role presents an opportunity to be part of a transformative journey from the very beginning. You'll play a key role in contributing to a dynamic team that's driving efficiency across the business. With plans for potential growth and expansion, this is a chance to build a meaningful career in a fast-evolving global organisation.
Key Responsibilities
Reporting to the Commercial Operations Team Leader, the Administrator will work closely with colleagues in the UK and Pune based Commercial Operations Team to undertake the responsibilities which include:
- Respond to general contractrelated queries from internal and external customers, collaborating with crossfunctional teams such as Sales, Sales Enablement, Contracts and Finance when needed.
- Maintain accurate customer contract records throughout the entire lifecycle, including customer setup, product ordering, upselling, annual renewals, and contract terminations.
- Process renewal cycles by preparing data, cleansing records, handling communications, and confirming pricing to meet deadlines.
- Support the development and maintenance of standardised processes across the Comm Ops department, providing support to other teams where required.
- Process and validate incoming contract information to ensure full alignment with agreed Terms and Conditions of sale and internal approval requirements.
- Check and cleanse customer and contract data across our systems (Dynamics 365, HubSpot and Binary Stream) to ensure the business holds accurate, uptodate and complete records.
- Deliver accurate and timely customer invoicing by validating data and coordinating the electronic distribution of invoices.
- Provide prompt, accurate reporting and regular updates on work, activities and project status as required.
- Perform other duties as and when required from time to time.
Skills, Knowledge and Expertise
Essential- Minimum 2 years customer service & administration experience, ideally in renewals, contracting or billing.
- Demonstrable experience delivering excellent customer service in a customerfacing environment.
- Exceptional written communication skills, with the ability to manage a high volume of emailbased customer queries clearly and professionally.
- Strong analytical skills, with the ability to navigate and interpret data across multiple systems (e.g., Dynamics 365, HubSpot, Binary Stream).
- Excellent attention to detail, ensuring accuracy across written communication, contract processing, data management and reporting.
- Proactive, forwardthinking approach, demonstrating initiative and problemsolving skills.
- Proficiency in Microsoft Office, particularly Excel, Word and Outlook.
- Strong verbal communication skills and the ability to collaborate effectively with colleagues at all levels.
- Good organisational skills with the ability to manage multiple tasks and meet deadlines.
- Good numeracy and confidence working with data.
Desirable- Experience using HubSpot, Microsoft Dynamics 365 or similar CRM platforms.
- Experience using Binary Stream, Business Central or similar billing/invoicing systems.
- Experience in data cleansing, analysis and reporting.
- Understanding of the UK education sector.
