Customer Operations Specialist Job Description

Customer Operations Specialist Job Description

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Customer operations specialist provides end-to-end oversight of Site Operations contracts; management of all contracts following department guidelines; oversee vendor set-ups in system; manage Site Operations purchase orders and invoices in SAP for contracts; and, handle the resolution of invoicing challenges.

Customer Operations Specialist Duties & Responsibilities

To write an effective customer operations specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included customer operations specialist job description templates that you can modify and use.

Sample responsibilities for this position include:

Serve as a core member of the team responsible for managing and validating the Customer Master data that feeds multiple Commercial Systems and reports for all the Field-based teams and their management
Assume responsibility for ensuring any and all data related to the Company’s marketed products and competitive products reflect the highest standards of quality and integrity
Ensure organizational and healthcare professional data integrity by using external sources to validate all new data entries as appropriate
Serve as the primary point of contact for all Field-based users of the system, ensuring timely case resolution and proactive management of data anomalies and/or any system issues
Participate in process and functional Customer Master design activities, communicating the needs of the business during design and build, and then actively contributing to test and deployment activities
Identify, develop, and implement process-improvement initiatives for both the Data Team other internal groups/departments
Partner with members of our Commercial Systems Department on system extensions, customizations, and extended data integrations
Develop strong relationships with Commercial Management to help ensure full adoption of the systems designed to meet the needs of their business
Work with the Field-based teams to help ensure 100% adoption rates with Customer Master Tools
Ensure that work instructions related to Customer Master are documented accurately and kept current

Customer Operations Specialist Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Operations Specialist

List any licenses or certifications required by the position: LEAN, ITIL, KCS, IUO, FUO, CAFTA, NAFTA, CI, APICS, MBA

Education for Customer Operations Specialist

Typically a job would require a certain level of education.

Employers hiring for the customer operations specialist job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Education, Computer Science, Engineering, Accounting, Technical, Finance, Information Technology, Statistics, Business/Administration

Skills for Customer Operations Specialist

Desired skills for customer operations specialist include:

End-to-end process of sales operations
Local legal compliance issues
SAP
Microsoft Office tools
Best practice in customer service operations
SAP system preferable
Similar ERP system but not mandatory
Systems and tools to manage all tasks
Completion notice
Follow-ups with a status update

Desired experience for customer operations specialist includes:

High school diploma or GED and three years banking related work experience
Experience in the card payment industry and appetite/curiosity for exploring and constant update on market and industry trends
Methodological rigor coupled with hands on knowledge of key MC systems
Customer-focused, solution oriented mentality
Strong team player with business acumen
Bachelor’s Degree in Supply Chain, Business, Technical or Healthcare preferred or a combination of relevant experience and education

Customer Operations Specialist Examples

1

Customer Operations Specialist Job Description

Job Description Example
Our company is looking to fill the role of customer operations specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer operations specialist
  • Provide technical user support and customer service
  • Respond to questions from callers
  • Follow standard Operational and Help Desk operating procedures
  • Be familiar with available Technical and Help Desk resources
  • Proactively build value and enhance internal customer relations during every interaction by probing to understand business needs and current level of satisfaction
  • Order Management - Ensures complete and up to date account and order detail
  • Communication - Demonstrates proactive and timely communication to internal stakeholders
  • Product Knowledge – Gain proficiency and knowledge of our products and services
  • Responsible for the daily coordination of fulfillment issues related to Customer Service Agreements, Time and Material, Component Repair and Accessory shops
  • Work closely with the shop to resolve issues, represent customers in production meetings, and communicate status to the customer
Qualifications for customer operations specialist
  • Experience with DOT, IATA and FMCSA regulations
  • Experience in Trade Compliance, Customs Import and Export requirements
  • Experience in Temperature Control Transportation
  • Outstanding collaborative and customer service skills with proven ability to interact effectively with management, field-based teams, vendors, partners, and peers
  • Experience in managing Customer Master Data processes and systems, preferably in a healthcare setting
  • Proven experience working in a customer-oriented, fast-paced environment
2

Customer Operations Specialist Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer operations specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer operations specialist
  • Coordinate shop and/or program reviews and customer visits at the site as necessary
  • Scheduled and ad-hoc customer case and survey report gathering and analysis within SFDC, Cognos, and other tools
  • Contact on-point for all issues regarding customer account reporting
  • Work with Account Management and Sales organizations to determine best course of action for maintenance of customer account records
  • Maintenance of dynamic customer & partner metrics review dashboards
  • Identifies system and process errors, perform root cause analysis unnecessary transactions in the business and partners or leads in developing and implementing process improvements by partnering cross- functionally with leaders
  • Develops and presents idea for process improvement supporting others in the development of ideas to foster a culture of innovation
  • Handle arrangements for all CEO sponsored functions for both personal and professional events
  • Exceed productivity standards
  • Interface daily with Manufacturing Team Leaders and planners regarding orders, order patterns, date allocations, forecasts, returns, non-conforming product, markets, distributor issues
Qualifications for customer operations specialist
  • In-depth knowledge of Microsoft Excel and/or Microsoft Access
  • Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency
  • Contributes to the development of new products and product enhancements
  • Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative
  • Manage the administration of merchant boarding, fulfilment and profile configuration
  • Prepare and distribute internal and customer facing reports and communications as required
3

Customer Operations Specialist Job Description

Job Description Example
Our company is hiring for a customer operations specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations specialist
  • Contribute to business development initiatives to grow our practice
  • Manage resources on client projects
  • Contact Center operations expert
  • Ability to determine when and how to modify and re-set plans based on newly gained information
  • Guides customers through training documents
  • Serve as a primary telephone, email and fax contact for all customer inquiries
  • Process all clinical trial, technical and free of charge orders in an efficient and expedient manner, interfacing with respective internal departments and providing documentation as required
  • Responsible for the development and tracking of account requirements and special situations
  • Assist with consignment management process by processing orders when requested by Manager
  • Interfaces and coordinates with designated Event Management and Agency partners, and Advisory Board business team lead for decision making on meeting logistics, venue
Qualifications for customer operations specialist
  • Provide technical or general support, following an inbound email or phone enquiry from both internal and external customers
  • Supports and manages issues that are recorded and tracked via an issues register and raised in accordance with a customer performing UAT (User Acceptance Testing)
  • Continuously develop knowledge of all relevant MPGS products and versions
  • Communicate with Team Leader, Merchant Operations to confirm workload status and details of key issues
  • Adhere to best practice in all functions
  • Meet or exceed 90% customer satisfaction levels
4

Customer Operations Specialist Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer operations specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer operations specialist
  • Proactively look for ways to improve our service and to better serve our customer
  • Release customer orders and change requests (pooling, resourcing, shipment origin change request, etc) to ensure shipment within 48 hours of receipt
  • Provide day to day management of customers’ accounts to ensure that a professional and interactive relationship is developed and maintained
  • Ensure proactive steps are taken to optimize sales plans, maintain target inventory and meet other metric goals
  • Proactively monitor and analyze sales forecast to identify gaps between supply and demand
  • Maintain Contract pricing and direct quotes where applicable
  • Collaborate closely with internal partners for operational efficiency
  • Be the focal point for customer related issues /escalations
  • Identify and strive for continuous improvement including the establishment of global best practices for customer support
  • Remain knowledgeable about all organizations products and services to support sales efforts
Qualifications for customer operations specialist
  • Meet or exceed customer specific SLA’s (Service Level Agreements)
  • Tracking of all time spent on support cases
  • Contribute knowledge base articles for team members to benefit from
  • Adhere to the Escalation procedures, ensuring internal and customers SLA’s are met at all times
  • Monitor production systems, networks and applications escalating issues to the appropriate channel as required
  • Administer general integration code support to internal and external customers
5

Customer Operations Specialist Job Description

Job Description Example
Our innovative and growing company is hiring for a customer operations specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations specialist
  • Supports interactions  
  • Monitors function goals, operational execution, budget, and compliance
  • Formally supervises and coaches a large group/team, or several Leaders/ Consultants at all-skill levels
  • Oversees execution of end to end internal consultation and client service request resolution processes
  • Accountable for operational support within vertical and drives cross functional (e.g., with Product and Tech) discussions to share insights on operational customer interactions, customer perspectives, and opportunities for improvement
  • Works independently to research exceptions that hit general ledger lines
  • Daily interactions with internal customers via email and telephone
  • Tracking the full lifecycle of all Professional Services bookings
  • Collaborating with Sales teams to plan onsite implementations
  • Coordinating installations worldwide, with a focus on domestic engagements
Qualifications for customer operations specialist
  • Represent MPGS on external pre-sales enquiries
  • Perform and co-ordinate pre and post implementation testing and provide feedback to implementing customer piloting programs
  • Change control administration
  • Frontline communications with global customer base
  • Manage issues to ensure customer expectations are met regarding MPGS deliverables
  • Facilitate the management of technical support issues to ensure they are resolved in accordance to contractual terms and conditions, severity or set procedures

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