Customer Operations Specialist

Job Description

Job Description

Customer Operations Specialist

Location: Atlanta, GA – Galleria Area
Work Arrangement: Hybrid after training
Schedule: 8:00 AM–5:00 PM or 9:00 AM–6:00 PM
Employment Type: Temp-to-Hire

Position Overview

We are seeking an experienced Customer Operations Specialist to join a growing team supporting commercial customers across North America. This is a great opportunity for a customer-focused professional with strong communication, analytical, organizational, and problem-solving skills.

This role goes beyond traditional order entry. The ideal candidate will manage customer orders from start to finish, coordinate with internal and external stakeholders, track shipments, troubleshoot issues, and proactively anticipate customer needs. This individual will also serve as an escalation point for sales representatives and help ensure customers receive a seamless experience.

Key Responsibilities

• Manage customer orders from initial entry through final delivery, ensuring accuracy and timely follow-up.
• Work with multiple customer tiers and serve as a key point of contact for internal and external stakeholders.
• Coordinate with sales teams, logistics, planning, dispatchers, and other cross-functional partners to ensure orders and shipments are completed successfully.
• Monitor shipments, track delivery status, and proactively address delays or potential issues.
• Review pricing and customer terms and ensure accurate application throughout the order process.
• Troubleshoot and resolve escalated customer and sales team issues, including rush orders and delayed shipments.
• Process orders through various ordering channels and maintain accurate information across systems.
• Manage multiple shared inboxes and prioritize a high volume of email communications.
• Anticipate customer needs and proactively identify opportunities to improve service and prevent issues.
• Help retain and retrain team members by sharing knowledge, processes, and best practices.
• Work independently while collaborating effectively across a growing Customer Operations team.
• Support continuous improvement efforts and help streamline customer service and order management processes.

Qualifications

• 5+ years of customer service experience, preferably in a complex B2B or commercial environment.
• Previous sales or sales support experience strongly preferred.
• Experience working with multiple customer tiers and internal/external stakeholders.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities, inboxes, orders, and customer requests simultaneously.
• Proven ability to work independently and proactively anticipate customer needs.
• Experience with SAP/S4 HANA preferred.
• Proficiency with Microsoft Outlook and Teams.
• Chemical industry experience is a plus, particularly pulp, paper, or hygiene solutions.
• Must be comfortable working in a fast-paced, highly collaborative environment.

Work Schedule & Training

The role will begin fully onsite in the Atlanta Galleria area during the training and ramp-up period, working approximately 8:00 AM–5:00 PM. Once training is successfully completed and the employee is fully ramped up, the position will transition to a hybrid schedule, with Tuesdays and Wednesdays onsite and the remaining days working remotely.