Customer Operations Associate

Life Fitness•Rosemont, IL

1d•Hybrid

About The Position

Our Customer Operations Associate plays a critical role in delivering an exceptional experience for Life Fitness / Hammer Strength customers. Focused on putting the customer first, and acting as the primary point of contact from order acceptance through its successful delivery and installation, the Customer Operations Associate ensures accuracy, timeliness, and clear communication at every step. They manage a high volume of orders with precision, proactively address challenges related to product availability or scheduling, and collaborate as one team with sales, shipping, and installation to ensure smooth execution. With a strong sense of urgency, attention to detail, and a drive to raise the bar, the Customer Operations Associate drives successful outcomes, ensuring that every customer receives the right products, at the right time, in the right place, and with a level of service that reflects our commitment to excellence. This is a hybrid position based out of our Global Support Center in Rosemont, IL - M/F are remote and T-Th are in-office collaboration days.

Requirements

Associates degree required; Bachelor’s degree preferred.
1-3 years in customer service, order management, sales support or related function.
Ability to work with a high volume of orders with accuracy and focus.
Good time management skills.
Heightened attention to detail.
Great sense of urgency on handling customer inquiries and concerns with regards to their order(s).
Ability to prioritize when more critical tasks or issues arise.
Great written and verbal communication skills.
Professional style of communication via e-mail and over the phone.
Great collaborative and teamwork skills cross-functionally, including but not limited to transportation, shipping, sales, delivery & install, credit, etc.
Great listening skills, empathy and patience while working with customers.
Solid decision-making skills.

Responsibilities

Enters, schedules, and makes available to ship all sales orders for their respective customers accurately and timely.
Finds pragmatic solutions to challenges related to product availability and lead time violations that risk meeting a customer’s requested timeline.
Reviews reports to ensure timely communication with customers at all required touch points as well as provides additional communication as needed.
Makes order adjustments in response to changing customer needs, product changes including UpRev’s, phase outs etc.
Notifies consumer sales team of any order adjustments that the customer is making.
Assumes the lead contact role with the customer; resolves any issues that may impede prompt delivery and successful installation of customer orders.
Notifies customer and salesforce of issues that may prevent the customer from being fully satisfied; works to resolve these issues in a timely fashion.
Maintains accurate records of all communication with customers and sales reps.
Maintains order attachments and notes in the system to ensure that reports are accurate and meet supervisory review based upon departmental standards.
Keeps abreast of current production schedules, product changes, and new product instructions as they relate to existing and new customer orders.
Participates in the development of procedures for the Customer Operations function.
Provides assistance to new employees when needed, fostering a team environment with a focus on rapid resolution for our customers.