Operations Support Analyst

CSA Group•Cleveland, OH

About The Position

Job Summary The Operational Support Analyst (OSA) provides non-technical service delivery support to ensure the efficient, accurate, and timely execution of customer projects. The OSA acts as a central coordination point between customers, commercial teams, project managers, engineers, inspectors, laboratories, and other internal stakeholders to ensure projects are fully prepared, properly documented, and ready for execution. The role supports project intake, documentation readiness, workflow coordination, sample logistics, and customer communication throughout the project lifecycle. By enabling operational efficiency and reducing delays or rework, the OSA supports CSA Group’s commitments to quality, safety, compliance, and customer satisfaction.

Requirements

Associate’s or Bachelor’s degree in Business Administration, Project Management, Operations, Communications, or a related field, or equivalent professional experience.
Prior experience in an operations support, project coordination, customer service, or administrative role preferred.
Proficiency with Microsoft Office applications (Outlook, Excel, Word, Teams) required; experience with business systems or project tracking tools preferred.
Strong organizational, coordination, and follow‑up skills with high attention to detail
Ability to manage multiple priorities, deadlines, and stakeholders simultaneously
Customer‑focused mindset with the ability to manage professional, customer‑facing interactions
Clear and effective written and verbal communication skills
Ability to work independently while collaborating effectively with cross‑functional teams
Strong problem‑solving skills with a proactive, solutions‑oriented approach
Proficiency with Microsoft Office applications and business systems
Adaptability and flexibility in response to changing priorities and project requirements
Commitment to quality, safety, compliance, and documentation accuracy

Nice To Haves

Experience working in a regulated, technical, laboratory, certification, or professional services environment is an asset.

Responsibilities

Manage project intake and preplanning to ensure projects are complete, properly documented, and ready prior to assignment.
Serve as a primary customer contact, requesting documentation, confirming requirements, and providing project updates and next steps.
Review, organize, and maintain accurate customer and project documentation from quoting through onboarding and execution.
Apply, track, and follow up on project holds related to missing documentation or samples until resolution.
Coordinate project execution with Project Managers, Engineers, Inspectors, Laboratories, Commercial Units, and Finance teams.
Maintain project schedules and lineups to support efficient workflows and on‑time delivery.
Coordinate receipt, tracking, storage, shipment, and disposition of customer samples, including investigation and resolution of delays or missing items.
Support certification and compliance activities by maintaining accurate project records and profiles.
Assist with billing inquiries, invoice coordination, reporting, and general administrative support.
Identify workflow risks, issues, and opportunities for continuous improvement.
Procure office and laboratory supplies to support operational needs.
Manage front desk operations, including greeting visitors, booking meeting rooms, and coordinating refreshments and lunches.
Maintain the customer welcome center to ensure a professional and well‑stocked environment.
Update communication boards using OptiSigns.
Manage calendars, schedule meetings, and provide meeting support, including room setup and note‑taking as requested.
Coordinate travel arrangements and prepare expense reports for Product Group Managers as needed.
Adhere to CSA Group Health, Safety, and Environment (HSE) policies and participate in required training programs.