POSITION SUMMARY: Customer Operations Specialist
The Customer Operations Specialist will collaborate with internal and external stakeholders to enhance and improve the customer experience. This role involves building relationships, understanding business needs, and ensuring effective solutions to complex service issues. The specialist will review internal policies and procedures, driving improvements to ensure successful customer journeys.
DUTIES AND RESPONSIBILITIES:
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Act as a trusted advisor and support expert for large clients, developing relationships at all levels within the client’s organization.
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Provide insights and analytics for Supply Chain and Product Management teams to ensure seamless execution of inventory programs, business reporting, and electronic data interchange.
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Monitor key raw material constraints, logistics movements, and production scheduling compliance to guarantee on-time deliveries.
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Develop improvement plans with internal stakeholders to enhance key customer metrics; manage projects to ensure timely completion.
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Build deep expertise with internal order management, scheduling, and customer relationship management systems to effectively analyze and communicate customer inquiries.
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Serve as the primary customer contact for defined responsibilities and in the absence of the Account Manager.
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Proactively monitor customer scorecards and associated data sources (stocking programs, quality metrics, customer complaints, CRM tool).
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Maintain constant communication and collaboration with Account Management and Manufacturing Operations to align customer expectations with internal capabilities.
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Work with Accounts Receivable and Account Management to resolve invoicing/payment issues in a timely manner.
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Travel to client and company sites for ongoing training, relationship development, and product knowledge.
EDUCATION/EXPERIENCE:
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Bachelor’s degree required.
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5+ years of experience in Customer Service, Supply Chain Management, and/or Sales.
SPECIFIC KNOWLEDGE, SKILLS, AND CERTIFICATIONS:
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Intermediate/Advanced Microsoft Office Suite skills.
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Excellent written and verbal communication skills.
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Strong mathematical skills with high accuracy.
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Basic knowledge of CRM Software.
CORE COMPETENCY REQUIREMENTS:
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Client-oriented: A deep understanding of the importance of customer satisfaction, with a drive to exceed expectations.
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Team player: Ability to work effectively in a team and interact with all levels of management, demonstrating strong interpersonal and presentation skills.
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Organizational skills: Ability to logically organize and accurately document activities.
LEADERSHIP SPECIFIC COMPETENCY REQUIREMENTS:
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Proven success in leading indirect, diverse, and multifunctional teams to successful outcomes.
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Strong commitment to taking responsibility for actions and overcoming obstacles.
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Comfort with making data-driven decisions and providing recommendations to fulfill client needs.
PHYSICAL REQUIREMENTS AND ENVIRONMENT:
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Hybrid work model (60% in-office).
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Able to work in a shared office space.
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Occasional travel (10-20%).
. . . Pay Statement and Pay Transparency Laws: rate of pay listed is on a per hour basis. You will be entitled to health insurance once employed for 60 days and you must work 30 hours per week, on average, per month to enroll and maintain health insurance through Complete Staffing Solutions. Once both qualifiers are met you must complete the enrollment packet and your benefits will start on the first of the subsequent month. . . It is our policy to provide equal employment opportunity to all individuals regardless of race, color, sex, sexual orientation, religion, disability, age, veteran status, ancestry, national or ethnic origin or any other legally protected class. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful. We are strongly committed to this policy, and believe in the concept and spirit of the law. #ZIP