Contract Business Operational Support / Inside Sales

The Role: 

The Business Operations Specialist is responsible for supporting key OEM and strategic customer accounts by coordinating order fulfillment, delivery expedites, forecasting activities, Product Change Notifications (PCNs), return authorizations, and operational escalations. This role serves as the primary interface between customers, Account Managers, Planning, Logistics, Manufacturing, Quality, and Product Management teams to ensure excellent customer experience and operational execution. The position requires strong cross-functional collaboration, proactive communication, and effective management of customer deliverables. 

Key Responsibilities 

Customer & OEM Account Support 

• Act as the operational focal point for assigned OEM and customer accounts. 

• Support Account Managers with day-to-day operational activities and customer follow-up. 

• Coordinate customer requests and ensure timely resolution of shipment, order, and supply issues. 

• Maintain strong working relationships with customers and internal stakeholders. 

• Support customer business reviews by consolidating operational data, shipment performance, and issue resolution status.  

Order Fulfillment & Expedite Management 

• Monitor customer orders and ensure timely execution through the supply chain. 

• Coordinate with Planning, Procurement, Manufacturing, and Logistics teams to expedite critical orders. 

• Proactively manage delivery risks and communicate potential delays to customers and account teams. 

• Track backlog and open orders while driving recovery actions for critical customer requirements. 

• Support allocation management during supply-constrained situations.  

Forecast Management 

• Consolidate customer forecasts and analyze demand trends. 

• Support forecast accuracy improvement through regular customer engagement and internal reviews. 

• Monitor demand versus supply conditions and highlight risks, opportunities, and inventory concerns. 

• Generate forecast reports and provide business insights to management and planning teams.  

Product Change Notification (PCN) Management 

• Coordinate customer-facing PCN activities. 

• Track customer acknowledgements and approvals. 

• Support communication of product changes, manufacturing transfers, and product lifecycle updates. 

• Maintain PCN status records and follow through on customer qualification requirements. 

• Work closely with Quality, Product Management, and Sales teams to ensure compliance with customer expectations.  

Returns & Quality Escalation Management 

• Coordinate Returned Material Authorization (RMA) activities. 

• Facilitate communication between customers and Quality teams on failure analysis and corrective actions. 

• Track open quality issues and ensure timely updates to customers. 

• Maintain effective escalation management processes and reporting.  

Reporting & Business Operations 

• Prepare and maintain operational dashboards and reports. 

• Analyze backlog, shipments, forecast accuracy, inventory, and service level performance. 

• Maintain data accuracy within SAP, CRM, and reporting systems. 

• Support continuous improvement initiatives to improve operational efficiency and customer satisfaction. 

• Identify process gaps and recommend improvements to drive better customer outcomes. 

In this role you will: 

Traits we believe make a strong candidate: 

Skills & Competencies 

• Strong customer-focused mindset. 

• Excellent organizational and prioritization skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Strong analytical and problem-solving capabilities. 

• Effective stakeholder management and communication skills. 

• Advanced Microsoft Excel and PowerPoint capabilities. 

• Experience with SAP, Salesforce, Power BI, or similar ERP/CRM tools preferred. 

• Ability to influence and coordinate across functions without direct authority 

Your success will be measured by: 

The ideal candidate is customer-focused, proactive, and highly organized, with the ability to manage multiple priorities while working effectively across functions. They demonstrate strong ownership, attention to detail, and a continuous improvement mindset, consistently delivering operational excellence while building trusted relationships with customers and internal stakeholders. Success means being a dependable business partner who ensures customer commitments are met and challenges are resolved through collaboration, accountability, innovation, and excellence.