Customer Operations Specialist Position Summary The Customer Operations Specialist supports customer order fulfillment activities and serves as a key liaison between customers, Customer Service (CS), Key Account Managers (KAMs), and internal operations teams. This role is responsible for managing the customer order lifecycle, tracking customer priorities, supporting delivery performance, and ensuring timely communication regarding customer requests and concerns. Working closely with Planning, Supply Chain, Quality, and Commercial teams, the Customer Operations Specialist helps maintain strong customer relationships through proactive communication and effective coordination of order-related activities. This is a remote position with the option of hybrid work at one of our US locations. Successful candidates must be located in Eastern or Central time zones with experience in manufacturing/industrial operations. ________________________________________
Key Responsibilities
Customer Operations & Account Management
- Serve as the primary contact for assigned customer accounts.
- Build and maintain strong customer relationships through proactive communication and operational support.
- Prepare and distribute customer Open Order Reports (OOR).
- Lead customer review meetings and open-order discussions
- Prepare data and collaborate with Key Account Manager to support customer QBR calls and internal performance reviews.
- Support new product introductions and customer onboarding activities.
Order Tracking & Customer Priority Management
- Oversee customer order execution and ensure timely confirmation.
- Monitor open orders, backlog, inventory availability, and delivery performance.
- Support coordination of customer requirements and project milestones.
- Communicate customer priorities related to deliveries, quotations, and issue resolution.
- Track customer priority orders and escalations, identify fulfillment risks and coordinate corrective actions with internal stakeholders to ensure timely resolution of operational issues.
- Develop communication plans related to delivery delays, supply constraints, and recovery efforts.
- Ensure accurate reporting of customer commitments and operational performance.
Forecasting & Planning Support
- Work with customers and Key Account Managers to collect forecast information.
- Support the Sales, Inventory, and Operations Planning (SIOP) process through data gathering and meeting participation.
- Maintain accurate customer demand information and communicate changes to internal stakeholders.
Cross-Functional Collaboration
- Partner with Customer Service, Planning, Supply Chain, Quality, and Operations teams to support customer needs.
- Work closely with Key Account Managers to maintain alignment on customer priorities and expectations.
- Participate in Customer Operations team meetings to discuss performance, challenges, and opportunities.
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Qualifications
Education & Experience
- Associate's or Bachelor's degree in Business, Supply Chain, Operations, Logistics, or a related field preferred.
- 3-5 years of experience in customer service, order management, customer operations, supply chain, or a related role.
- Manufacturing or industrial experience required.
- Medical device or other regulated industry experience preferred.
- Experience with SIOP, forecasting, ERP systems, and customer order management preferred.
- Epicor ERP and Power BI experience preferred.
Skills & Competencies
- Strong customer service skills.
- Excellent written and verbal communication abilities.
- Ability to influence and collaborate across multiple functions.
- Excellent organization and attention to detail.
- Ability to manage multiple priorities and meet deadlines.
- Strong problem-solving and follow-up skills.
- Proficiency in Microsoft Excel and ERP systems.
- Ability to work effectively in a cross-functional and multicultural team environment.
- Basic understanding of supply chain and order management processes.
________________________________________ Success Measures
- Timely response to customer inquiries.
- Accuracy of order status updates and reporting.
- On-Time Delivery (OTD) performance support.
- Completion and accuracy of weekly OOR reporting.
- Effective follow-up on customer priorities and action items.
- Positive customer and internal stakeholder feedback.
