Customer Operations Specialist

Customer Operations Specialist

The Customer Operations Specialist is the primary operational contact for assigned customers, responsible for overseeing the entire order lifecycle and coordinating the resolution of customer issues across multiple departments. This role ensures a unified customer experience by facilitating clear communication, operational ownership, and seamless collaboration among Sales, Supply Chain, Service, and Finance teams. Combining aspects of Customer Service and Sales Operations, the position provides operational management of order execution, customer communication, and issue resolution, while minimizing internal department handoffs.

Customer Interface and Communication

• Serve as the main operational point of contact for assigned customers.
• Communicate order status, delivery timelines, backorders, and operational updates.
• Ensure customer expectations are communicated and managed throughout the order lifecycle.
• Maintain accurate records of customer communications within CRM systems.

Order Lifecycle Management

• Manage customer orders from entry to shipment within ERP systems.
• Validate pricing, product configuration, and order details for accuracy.
• Coordinate order acknowledgements, changes, and fulfillment updates.
• Prepare shipping documentation and arrange freight scheduling.
• Work with supply chain, logistics, and finance teams to ensure timely order fulfillment.

Issue Resolution and RMA Coordination

• Initiate and generate Return Material Authorizations (RMA) as needed.
• Coordinate with service, warranty, supply chain, and sales teams to address product or operational issues.
• Track and communicate resolution status to customers and internal stakeholders.
• Escalate complex issues when necessary and ensure follow-through to closure.

Operational Coordination

• Act as the central coordination point for customer-related operational issues.
• Collaborate across departments to resolve order fulfillment challenges.
• Reduce internal handoffs by managing issue resolution across teams.

Continuous Improvement

• Identify recurring operational issues affecting customers.
• Recommend improvements to internal processes and workflows.
• Support initiatives to enhance operational efficiency and customer experience.

Performance Measures

• Order accuracy and reliability of fulfillment.
• Reduction in customer escalations and resolution cycle times.
• Effective coordination of RMA and service processes.
• Clear and consistent communication with customers.
• Contribution to operational process improvements.

Qualifications

Education and Experience

• Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
• 3–5 years of experience in customer operations, sales operations, order management, or a related operational role.

Knowledge, Skills, and Abilities

• Experience with ERP systems such as SAP or similar platforms.
• Proficiency in CRM systems such as Salesforce to track customer interactions.
• Strong organizational and problem-solving abilities.
• Effective coordination skills across cross-functional teams.
• Strong written and verbal communication skills.
• Ability to manage multiple operational priorities in a fast-paced environment.

Working Relationships

The Customer Operations Specialist works closely with Sales, Supply Chain, Service, Logistics, Finance, and other internal stakeholders to ensure a consistent and unified customer experience.