Sr. Customer Operations Specialist

Viant • Wheeling, IL

3d • Onsite

About The Position

The Senior Customer Operations Specialist performs advanced customer service and operational support activities for internal and external customers. This role is a subject‑matter expert in site products, services, and processes and uses that expertise to proactively develop solutions to complex customer requirements. This position serves as a customer advocate and escalation point, working cross‑functionally with Operations, Planning, Engineering, Quality, Supply Chain, and Sales to deliver customer commitments with speed, accuracy, and exceptional communication. The Senior Customer Operations Specialist independently manages assigned customers, including strategic and high‑complexity accounts, and plays a key role in driving continuous improvement in customer operations processes. This role is 100% onsite, Monday - Friday, 8AM - 4PM

Requirements

• Associate’s degree required; Bachelor’s degree preferred
• Advanced proficiency with Microsoft Office applications (Excel, Outlook, Teams, Word, PowerPoint)
• Strong sales, service, and customer relationship management acumen
• 5–8 years of relevant customer operations, customer service, or order management experience, preferably in a manufacturing or regulated environment
• Ability to communicate effectively with internal and external stakeholders at all organizational levels, both verbally and in writing
• Demonstrated ability to manage complex priorities, customer escalations, and time‑sensitive deliverables
• Strong problem‑solving skills with the ability to assess risk and recommend solutions
• Highly customer‑focused, organized, and detail‑oriented
• Ability to adapt and perform effectively in a fast‑paced, dynamic environment
• Office environment with long periods of sitting, standing, and hands‑on computer work

Nice To Haves

• SIOP (Sales, Inventory & Operations Planning) experience preferred
• Kinaxis Rapid Response (Maestro) experience preferred
• Oracle or similar ERP system experience preferred
• Experience loading and maintaining customer forecasts in an ERP system preferred

Responsibilities

• Serve as a senior representative of Viant and the site during customer communications, issue resolution, and escalations.
• Act as the primary customer advocate, balancing customer needs with site capabilities and business priorities.
• Independently manage complex, strategic, and multi‑site customer relationships in partnership with Sales.
• Lead customer communication for escalations, recovery plans, and performance issues, ensuring timely and accurate updates.
• Communicate proactively with customers and internal Viant functions to fully understand customer requirements and anticipate risks.
• Ensure all customer contractual obligations, pricing, and service requirements are accurately implemented and maintained.
• Execute and oversee contract review and order entry processes, ensuring compliance and accuracy.
• Support and coordinate order management activities across multiple sites as required.
• Execute Customer Operations processes accurately while driving improvements in efficiency, cycle time, and quality.
• Partner with Site Planning and Operations to establish, communicate, and manage standard and non‑standard product lead times.
• Collaborate with Planning, Operations, Purchasing, and Supply Chain to manage expedites, change requests, and supply constraints.
• Lead communication and tracking of expedite requests and recovery plans to Customers, Sales, and Operations.
• Independently execute quotation processes for Repeat and Standard Products; provide guidance and support for complex quoting scenarios.
• Support the Technical Solutions group for New Product quotations and serve as a customer interface during early commercialization phases.
• Collaborate with site and corporate functions to drive key performance metrics including On‑Time Delivery, Order Acknowledgement Cycle Time, and Quote Cycle Time.
• Serve as the primary site‑level point of contact for customer issue resolution.
• Ensure finished goods item configuration accuracy, including revisions, pricing, and specifications.
• Provide mentoring, guidance, and informal leadership to Customer Operations Specialists as needed.
• Identify opportunities for process improvements and support implementation of best practices across Customer Operations.
• Work independently with minimal supervision while contributing positively within a team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree