Customer Operations Specialist
About The Position
The Customer Operations Specialist provides accurate, responsive operational support to the Customer Experience team and its customers. The role handles customer and order data, routine inquiries, order entry, fulfillment tracking, and required documentation, coordinating closely with Key Account Success Managers and Customer Account Specialists. Through dependable execution, timely communication, and attention to detail, the specialist helps deliver a seamless customer experience and supports consistent, compliant account operations. The specialist processes customer setup and orders, verifies pricing, administers contract reviews, tracks fulfillment, maintains ERP/CRM data, and issues routine order confirmations within approved procedures. The role monitors shared inboxes, responds to routine customer requests, provides order and shipment updates, and routes complex matters to appropriate account owners or functional partners. The position also supports shipment coordination, documentation and compliance readiness, basic operational reporting, inventory availability requests, sample orders, and administrative activities. It identifies routine discrepancies and workflow issues, resolving matters within established procedures or escalating them promptly.
Requirements
- Relevant postsecondary education or equivalent practical experience.
- 1–3 years of experience in customer service, order management, sales support, or administrative operations; equivalent practical experience is considered.
- Accurate order entry and customer data management skills.
- ERP proficiency.
- Customer communication, prioritization, and documentation-handling skills.
- Basic reporting and problem-solving skills.
- Professional English communication skills for customer and internal coordination.
Nice To Haves
- Experience in manufacturing, medical devices, or regulated customer documentation.
- NetSuite or similar ERP experience.
- Exposure to shipping and fulfillment coordination.
- Experience supporting multiple account owners and shared customer inboxes.
Responsibilities
- Complete customer setup, order entry, pricing verification, contract review administration, and fulfillment tracking for assigned or delegated accounts.
- Maintain accurate customer and order information in ERP/CRM systems, verify required inputs, and escalate discrepancies.
- Prepare and issue routine order confirmations within approved procedures and assigned decision rights.
- Monitor and acknowledge assigned Sales, Order Entry, Connect, and Customer Service inbox inquiries in accordance with team service standards.
- Respond to routine customer requests and provide proactive order and shipment updates, particularly for smaller or tail accounts.
- Route complex requests and account-specific issues to the appropriate Key Account Success Manager, Customer Account Specialist, or functional partner.
- Track open orders, backlogs, shipment status, and proof of delivery; coordinate routine updates with Shipping and Supply Chain.
- Support drop-shipment and fulfillment coordination and assist colleagues with shipment tracking and expediting requests.
- Identify routine order, shipment, and invoice discrepancies and resolve them within established procedures or escalate promptly.
- Provide approved customer documentation, including certificates, shipment records, and proof of delivery.
- Maintain complete and accurate transaction records and supporting documentation for audit and compliance readiness.
- Coordinate documentation questions with Quality, Engineering, or other accountable teams when technical approval is required.
- Generate basic reports on orders, backlog, fulfillment, and responsiveness, and flag unusual or missing information.
- Support Commercial and Customer Experience colleagues with inventory availability requests, sample orders, and assigned administrative activities.
- Identify recurring workflow issues and contribute practical improvements to order accuracy, response times, and team coordination.
- Escalate nonroutine pricing, contract, quality, delivery commitment, and customer dispute matters to authorized account owners or functional leaders.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
