Customer Operations Specialist

ORBCOMM•Sterling, VA

1d•Hybrid

About The Position

At ORBCOMM, we're looking for a detail-oriented and customer-focused Customer Operations Specialist to support our customers throughout the entire customer lifecycle. This role serves as a central point of coordination across customer onboarding, order administration, customer support, and operational reporting. The specialist will ensure customers receive timely, accurate, and efficient service while maintaining strong operational processes. This role involves cross-functional collaboration with Sales, Customer Success, Finance, Support, and Operations to coordinate customer activities, resolve issues, maintain accurate information, and continuously improve the customer experience. This position is based in our Sterling, VA office and operates in a hybrid work environment, requiring a minimum of three days per week onsite with the option to work remotely for up to two days per week.

Requirements

Bachelor's degree or equivalent work experience.
2–5 years of experience in Customer Operations, Customer Success, Customer Support, Order Management, Sales Operations, or a related field.
Strong customer service and communication skills.
Experience working with CRM platforms such as Salesforce or Microsoft Dynamics.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities effectively in a fast-paced environment.
Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Strong analytical, problem-solving, and critical-thinking capabilities.
Ability to collaborate effectively across multiple business functions.
Leverage AI-enabled tools and automation to support daily tasks and productivity.
Commitment to continuous learning in digital and AI literacy.

Responsibilities

Serve as a key operational contact for customers and internal teams.
Manage customer account information and maintain accurate records across business systems.
Support customer onboarding and lifecycle processes to ensure a positive customer experience.
Coordinate activities across Sales, Customer Success, Finance, Support, and Operations.
Monitor operational workflows and identify opportunities to improve efficiency and customer satisfaction.
Support customer communications related to orders, service requests, and account updates.
Process and validate customer orders for completeness, accuracy, and compliance with company policies.
Manage order intake, tracking, fulfillment coordination, and issue resolution.
Maintain customer contracts, subscriptions, purchase orders, and related documentation.
Partner with Finance and Sales to resolve billing, invoicing, and order discrepancies.
Track order status and provide proactive updates to customers and internal stakeholders.
Ensure data integrity across CRM and order management systems.
Respond to customer inquiries received through email, phone, or ticketing systems.
Manage customer support cases and ensure timely resolution or escalation when required.
Document customer interactions and maintain accurate case records.
Coordinate with Product, Technical, and Service teams to resolve customer issues.
Support customer satisfaction initiatives and gather customer feedback.
Create and maintain operational reports and dashboards.
Track key performance indicators related to customer experience and operational performance.
Analyze trends and identify opportunities to improve processes and service delivery.
Support the implementation of new tools, systems, and operational procedures.
Develop and maintain standard operating procedures and process documentation.
Participate in continuous improvement initiatives focused on customer experience and operational excellence.