Senior Customer Operations Specialist

About the company:

Viant is a global medical device partner providing design, development, manufacturing, and assembly services through capabilities in materials, plastics, metals, extrusion, and automation. With nearly 6,000 employees across 24 locations worldwide, it delivers high-quality, life-enhancing products with the scale and expertise to bring devices to market efficiently. Learn more at Viant Medical's website or on LinkedIn.

Benefits: Eligible for benefits effective date of hire!

• Medical, dental, and vision benefits
• Company-paid life insurance and disability benefits
• Generous Paid time off and 10 paid Holidays
• 401k Plan with Company Match
• Tuition Reimbursement
• Voluntary Universal Life and Long-Term Care
• Voluntary Legal Plan
• Pet Insurance

About the site:

Our Wheeling facility combines precision machining and assembly capabilities to deliver high-quality medical device components and finished products.

About the role:

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.


Work Model: Monday - Friday, 100% onsite 8:00 AM

We offer market competitive compensation. Potential salary range for this role is $70k-$82k . Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

What you'll do:

• 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.

Requirements

Education/Certification:

• 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
• 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

Skills/Competencies

• Advanced 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

Viant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.