Commercial Operations Administrator

Commercial Operations Administrator

Department: Commercial Operations

Employment Type: Permanent
- Full Time

Location: Remote, UK

Reporting To: Katie Jones
- Commercial Operations Manager

The Commercial Ops Administrator plays a key role within the Commercial Operations Team, with a particular focus and ownership of processes for our Reading Cloud products, ensuring the effective execution of monthly core business reporting and continuous improvement of cross team processes. This position supports cross-functional collaboration, with the sales, training and finance teams, critical to driving growth and retention.

The role will incorporate responsibilities across the following areas:

• Sales Support & Order Management
• Renewals & CRM Administration
• Customer & Enquiry Management
• Training Coordination & Product Support
• Third-Party Renewals & Reporting
• Telephony Customer Support
• Marketing Support
• Process Improvement

• Assist the Sales Team in managing and fulfilling customer orders, including verifying customer information, processing orders, and creating licences to facilitate successful product implementations.
• Send out renewal quotes and process contract renewals maintaining accurate records in Dynamics and CSS. Monitor new submissions, chase purchase orders, and manage cancellations, ensuring timely and precise updates across CRM systems.
• Respond to general enquiries received via the website and Hubspot; document and allocate Info@ email requests, and ensure all customer communications are addressed efficiently.
• Liaise with the Product Specialists Teams to coordinate training events, create support tickets, and manage the dispatch of necessary equipment such as barcode labels and scanners.
• Share customer functionality requests with relevant teams, and support Infrastructure, Cloud Application Ops, Support, and Product Teams by ensuring necessary products and procedures are in place.
• Work closely with the Admin and Reading Cloud Queries Teams to facilitate invoicing, cancellations, and CRM upkeep. Provide coverage during team absences and maintain the cancellation spreadsheet.
• Support third-party renewals (e.g., Groupcall, Biostore, Wonde), prepare reports, raise purchase orders, and ensure order spreadsheets match CRM records for accurate commission allocation.
• Collaborate with the Marketing Team to coordinate promotional activities, including arranging book vouchers and supporting other marketing initiatives.
• Provide telephone support for Sales and Finance via Aircall and handle various ad hoc projects as required.
• Collaborate closely with the Head of Customer Engagement to design, implement, and optimize processes that enable seamless teamwork.

• Proficiency in MS Office Suite
• Demonstrable experience in commercial administration
• Experience working with multiple data sources
• Demonstrable experience of managing multiple tasks
• Excellent written and verbal communication skills in English
• Strong analytical skills and attention to detail
• Ability to multitask and work accurately at pace and under pressure
• Collaborative and people-focused, with strong interpersonal skills.