Customer Operations Specialist (COS)

Description

The Customer Operations Specialist is responsible for managing the day-to-day execution of customer orders from receipt of the purchase order through completion and shipment. This position serves as a critical link between customers, Engineering, Sales, and Operations to ensure customer requirements are accurately translated into the ERP system and fulfilled in a timely manner.The ideal candidate is a highly organized, detail-oriented professional with strong order-management and customer-service skills who can independently manage multiple priorities, solve problems, make sound decisions, and take initiative. This role is intended to assume ownership of day-to-day customer and order-management responsibilities, allowing the Business Unit Leader to focus more fully on leadership, operational performance, growth, and strategic priorities.
Essential Duties & Responsibilities· Process customer purchase orders accurately and provide timely order confirmations.· Serve as a primary point of contact for customers from receipt of the purchase order through completion and shipment.· Provide professional, timely responses to customer questions, requests, order-status inquiries, and other needs.· Release work orders in Global Shop ERP to fulfill customer requirements.· Review released engineering drawings and create, enter, and maintain Bills of Material (BOMs) in the ERP system based on information provided by Engineering.· Process Engineering Change Notices (ECNs), including updating BOMs to the new revision, updating applicable component parts to the new revision level, updating affected sales orders, completing required sign-off, and advancing changes to the next department for review and approval.· Coordinate with Operations to release work orders for repairs or replacement of scrapped components.· Monitor and track customer jobs throughout the manufacturing process; identify potential delays and expedite as needed.· Release work orders to replenish stock inventory as required.· Coordinate with Sales, Engineering, Operations, Shipping, and other departments to support accurate and timely order fulfillment.· Maintain accurate customer, order, BOM, work order, and related documentation in Global Shop ERP.· Prepare general customer quotes using established list pricing and applicable customer discounts.· Enter quotes for custom fixtures using pricing and technical information provided by appropriate internal resources.· Proactively identify issues, gather information, use sound judgment to determine next steps, and escalate technical questions when appropriate.· Manage multiple orders, priorities, deadlines, and customer requests while maintaining exceptional accuracy and follow-through.· Take initiative and ownership of responsibilities with limited day-to-day oversight.· Perform other duties and responsibilities as assigned.
Top PrioritiesOrder Processing: Ensure customer purchase orders are processed completely, accurately, and efficiently.Work Order Execution: Ensure work orders are released and maintained appropriately to fulfill customer requirements.Customer Responsiveness: Provide timely, professional, customer-focused communication throughout the order lifecycle.
Qualifications & RequirementsEducation: High school diploma or GED required. Associate degree or additional coursework in business, manufacturing, supply chain, or a related field preferred.Experience: Previous experience in customer service, order management, sales support, customer operations, or a similar role strongly preferred. Previous manufacturing experience is preferred and will assist with learning the position.Manufacturing Knowledge: A basic understanding of manufacturing processes is preferred. Previous workholding or tooling experience is not required; technical product knowledge can be developed through training and support from the internal team.ERP Experience: Previous experience with an ERP or manufacturing business system is preferred. Experience with Global Shop is beneficial but not required. Training and established work instructions will be provided.
Required Skills & Competencies· Exceptional attention to detail and accuracy - non-negotiable· Strong customer-service and order-management skills· Excellent verbal and written communication skills· Strong problem-solving and critical-thinking abilities· Ability to gather information and make sound day-to-day decisions· Ability to multitask and effectively manage competing priorities· Demonstrated initiative and willingness to take ownership of responsibilities· Strong organizational and time-management skills· Ability to work independently while collaborating effectively across departments· Ability to follow established processes and work instructions· Ability to learn manufacturing terminology, products, processes, and ERP functions· Strong follow-through and sense of urgency· Professional and customer-focused approach to internal and external communication
Physical Demands· Ability to sit for extended periods of time· Frequent use of computers, keyboards, and standard office equipment· Occasional walking and light lifting
Work Environment· Primarily an office environment· Minimal exposure to noise or hazardous conditions· Standard office equipment and workstation setup
What Success Looks LikeA successful Customer Operations Specialist will become the trusted owner of the day-to-day customer order process. This individual will ensure orders are entered accurately, work orders are released on time, ERP information remains current, customers receive timely responses, and potential issues are addressed before they negatively affect delivery.As proficiency develops, this individual should require progressively less day-to-day direction and independently manage routine customer and order-management responsibilities, allowing the Business Unit Leader to devote greater attention to business unit leadership and strategic priorities.