Customer Operations & Production Support Specialist

ECI Technologies•Watertown, CT

2d•$20 - $23

About The Position

The Customer Operations & Production Support Specialist provides day-to-day support across customer service, order coordination, purchasing, administrative recordkeeping, and fabrication operations. The position serves as a communication link among customers, Production, Purchasing, and site leadership to help ensure that orders, requests for quotation, work-order changes, materials, records, and production priorities are handled accurately and promptly. When office workload permits or operational needs require, the employee also performs trained fabrication and assembly work to support production flow and customer commitments. The role involves working in both an office setting and an active manufacturing environment. The employee must be flexible in shifting between office and production responsibilities as business needs change, and may perform other job-related duties reasonably requested by management and consistent with their skills, training, experience, and operational needs.

Requirements

High school diploma or equivalent required.
One to three years of experience in customer service, order entry, purchasing support, office administration, manufacturing, assembly, or a related environment is preferred; equivalent combinations of education, training, and relevant experience may be considered.
Strong attention to detail, organization, follow-through, and accuracy.
Ability to manage competing customer, administrative, purchasing, and production priorities in a fast-paced environment.
Professional written and verbal communication skills and a customer-focused approach.
Ability to work independently, exercise sound judgment, protect confidential information, and seek clarification when priorities or requirements conflict.
Willingness and ability to perform both office-based and hands-on manufacturing work as assigned.
Ability to learn and follow Company systems, work instructions, quality procedures, safety requirements, and purchasing controls.
Dependable attendance and ability to adjust work priorities based on customer and operational needs.
Working knowledge of Microsoft Outlook, Word, Excel, and electronic business or manufacturing systems.
Accurate data entry, recordkeeping, document control, and basic purchasing skills.
Ability to read and interpret work orders, basic prints, customer requirements, and written procedures.
Ability to use calipers, basic inspection tools, soldering equipment, and assigned machinery following training and qualification.
Professional telephone, email, vendor, and customer-service etiquette.
Ability to read and interpret customer communications, work orders, purchase orders, procedures, safety rules, and basic technical documents.
Ability to prepare clear business correspondence and communicate effectively with customers, vendors, coworkers, and management.
Ability to perform basic arithmetic, work with quantities and measurements, compare information for accuracy, and apply basic business and manufacturing calculations.
Ability to read measuring tools after training.
Ability to prioritize assignments, identify missing or conflicting information, follow established procedures, resolve routine issues, and escalate matters requiring management, technical, quality, or customer approval.
Ability to shift effectively between office and production work while maintaining accuracy and meeting deadlines.

Nice To Haves

Experience with ERP/MRP systems is preferred.
Prior experience reading prints, using calipers, soldering, or operating production equipment is helpful but not required when the employee can successfully complete Company-provided training.

Responsibilities

Receive, review, enter, and maintain customer orders accurately in accordance with established procedures.
Coordinate requests for quotation (RFQs), gather required information, and route requests to appropriate internal resources for review and response.
Respond professionally and promptly to customer emails and telephone inquiries and document relevant information.
Serve as a primary contact between customers and Production regarding requests, order status, priorities, and anticipated completion or delivery dates.
Obtain accurate information from Production and site leadership before making commitments or providing customer updates.
Enter, communicate, and maintain approved work-order changes in applicable systems and records.
Escalate customer concerns, conflicting priorities, quality issues, or delivery risks to the appropriate manager.
Coordinate purchases from approved third-party vendors and service providers in accordance with authorization requirements.
Prepare and maintain purchase orders for services supporting the Connecticut operation.
Order and replenish approved shop and office supplies, monitor inventory, and communicate potential shortages.
Follow up on open purchase orders, expected delivery dates, discrepancies, and missing or damaged items.
Maintain purchasing records and provide documentation to Accounting, Receiving, Quality, or management when requested.
Scan, file, distribute, and maintain work orders and related production documentation in accordance with record-control procedures.
Collect, review for completeness, and route employee time sheets or timekeeping documentation.
Maintain training records and assist leadership with documenting completed training, qualifications, and required follow-up.
Perform data entry, document preparation, copying, scanning, filing, and other administrative tasks supporting the Connecticut operation.
Protect confidential customer, employee, pricing, purchasing, and Company information.
Perform A1 assembly and other assigned assembly operations in accordance with work instructions, prints, specifications, and quality requirements.
Clean, prepare, handle, and inspect parts and materials using approved processes and personal protective equipment.
Operate assigned production machinery and equipment after required training and authorization.
Read and follow work orders, basic prints, drawings, specifications, and visual standards; training may be provided where needed.
Use calipers and other basic measuring or inspection tools after training to verify conformance to requirements.
Perform soldering or related fabrication processes after completing required training and qualification.
Maintain an organized work area and follow safety, quality, housekeeping, and material-handling requirements.
Work at an appropriate pace while maintaining accuracy, attention to detail, traceability, and product quality.
Provide production coverage when office workload permits, staffing needs arise, or management otherwise directs.
Shift between office and production responsibilities as business needs change and perform other job-related duties reasonably requested by management.