Specialist, Customer Service Operations

Leviton Manufacturing•Melville, NY

10d•Hybrid

About The Position

Under general supervision, the Specialist, Customer Service Operations coordinates operational activities, information, systems, and administrative processes that support the Customer Service organization. The role maintains accurate order and operational data for the electronic storefront, monitors workflows and exceptions, supports reporting and documentation, and coordinates cross-functional follow-up. It uses approved business technologies, automation, and AI-assisted tools responsibly, validating outputs before they are used or communicated. The position owns daily e-store operations and customer follow-up, coordinates with internal teams to troubleshoot issues, and supports departmental purchasing and invoice processes. It also manages a continuous-improvement cycle for assigned Customer Service processes or system gaps: learning and documenting the work, identifying and recommending improvements, leading approved testing and implementation activities, creating training materials, monitoring results, and transitioning stabilized work when practical.

Requirements

Strong organization, attention to detail, follow-through, and ability to manage multiple recurring priorities.
Professional written and verbal communication and ability to coordinate effectively across teams.
Working proficiency with Microsoft 365 applications, including Outlook, Teams, Word, and Excel, or comparable productivity tools.
Basic data literacy, including ability to compare records, identify patterns or inconsistencies, and summarize findings accurately.
Ability to follow established procedures and controls while recognizing when an exception requires escalation.
Ability to create and maintain clear process documentation, trackers, reference materials, and status communications.
Customer focus, discretion, accountability, curiosity, and a continuous-improvement mindset.
Ability to work independently on assigned responsibilities and collaboratively on cross-functional activities.
Associate or bachelor's degree in business, operations, information systems, or a related field.
Typically two or more years of experience in customer service, order management, business operations, administrative coordination, data maintenance, or a related environment, or an equivalent combination of education and experience.
Demonstrated ability to learn new technologies and work accurately across multiple systems.

Nice To Haves

Working knowledge of CRM, ERP, case-management, reporting, or workflow systems.
Experience working with business applications, shared workflows, operational reporting, or process documentation.

Responsibilities

Own daily e-store operations, including order processing, ERP exceptions, returns, cancellations, refunds, credits, chargeback disputes, and customer follow-up.
Respond to e-store customer calls, emails, and complaints, and make outbound contacts as needed.
Troubleshoot order, payment, fulfillment, integration, and website issues with IT, eBusiness, Finance, Distribution, and Customer Service.
Validate and process departmental invoices in the ERP, route approvals, and coordinate submission to Accounts Payable.
Coordinate departmental purchases, supplies, service requests, approvals, activities, and related records.
Perform each assigned process until able to manage the work accurately with limited or no direction.
Document workflows, systems, handoffs, controls, exceptions, recurring problems, and manual workarounds.
Identify opportunities to simplify work, improve accuracy and service, strengthen controls, reduce manual effort, or enable automation.
Develop supported recommendations, business requirements, and success measures for process, reporting, system, workflow, or technology changes.
Present recommendations for approval and lead approved testing, user acceptance validation, implementation readiness, communication, and post-launch review.
Create procedures, job aids, and training materials, and train affected employees.
Monitor results, resolve post-implementation issues, and transition stabilized work to the appropriate owner when practical.
Take on the next assigned Customer Service process or system gap and repeat the improvement cycle.