Customer Service Operations Specialist
About The Position
The Customer Service Operations Specialist supports the Customer Service team by managing domestic and international order entry and fulfillment, including complex import/export procedures, export documentation, distributor shipments, and third-party logistics (3PL) transactions. The role serves as a key contact for international customers and coordinates with headquarters staff, sales, customer support, production, quality, and finance to support fulfillment, billing, inventory reconciliation, and complaint resolution. The successful candidate is organized, detail-oriented, self-driven, and comfortable in a fast-paced environment with evolving processes. They take initiative, understand broader company needs, translate those needs into department-level tasks, and recommend process improvements. They also help colleagues adapt when new systems, tools, or procedures are introduced.
Requirements
- At least 4 years of experience in customer service, order entry, logistics, or export documentation, including some international import/export order processing.
- Experience handling complex, detailed procedures.
- Hands-on experience with NetSuite and/or Salesforce, or similar ERP/CRM software.
- Medium to high proficiency in Excel.
- Experience using Microsoft Office, including Word and Outlook, and Adobe.
- Experience with various shipping portals and familiarity with 3PL processes.
- Strong verbal and written communication skills and good phone etiquette.
- Ability to work with international clients, headquarters staff, sales, customer support, cross-departmental teams, and leadership at various levels.
- Ability to manage multiple tasks, ensure document accuracy, plan proactively, and meet timelines in a fast-paced environment.
- Comfort with evolving processes and the ability to stay focused and complete objectives.
- Self-direction, ownership, initiative, and the ability to see the big picture.
- Flexible, supportive, and collaborative approach to teamwork.
- Proactive problem-solving skills for order issues, customer concerns, and logistics challenges.
Nice To Haves
- Bachelor’s degree in Business, Supply Chain, International Trade, or a related field preferred.
- Experience training others on new systems or processes, or helping roll them out.
Responsibilities
- Enter and process domestic and international customer orders accurately and promptly in NetSuite and Salesforce.
- Handle routine daily work and complex, detailed procedures with consistent care.
- Process international import and export orders and complete required documentation and steps.
- Prepare and manage export documentation for compliance with international regulations.
- Coordinate distributor shipments and support timely delivery of international orders.
- Oversee 3PL shipment transactions and maintain accurate records of inventory movements.
- Serve as a main point of contact for international customers, providing professional service, phone etiquette, and consistent follow-up.
- Communicate with headquarters staff and external sales and customer support teams.
- Work with sales to respond to U.S. customer and distributor inquiries and resolve shipment issues.
- Coordinate with production on stock fulfillment and inform customers of delays.
- Partner with quality to address product complaints, returns, and replacements.
- Assist finance with billing transactions and ensure accurate 3PL inventory reconciliation.
- Maintain records and report on order fulfillment, backorders, and stock availability.
- Initiate and complete projects, review processes, and recommend improvements.
- Translate company-wide needs into department-level requests and tasks.
- Support training and development when new systems, tools, or procedures are introduced.
- Adapt to changing processes and help teammates adapt as well.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
