Customer Operations Specialist

Position Description: Customer Operations Specialist

Location: Charlotte, NC

Reports to: Vice President of Procurement

Summary:

The Customer Operations Specialist (COS) position will be responsible for providing exceptional customer service by addressing and resolving basic customer inquiries and issues. This role involves collaborating with other departments. You will interact with customers through various channels and ensure their needs are met in a professional and efficient manner.

Responsibilities:

• Order Entry, Confirm customer orders
• Ability to read and understand Purchase Orders (POs)
• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Provide thorough and accurate responses to questions regarding products, services, or technical issues.
• Provide inventory and open order reports on a regular basis.
• Work cross functionally to solve customer issues (e.g. stockout)
• Conduct regular status calls with customers
• Understand a customer’s business as well as their needs to learn how to better serve them.
• Understand: Discrete, blanket and stocking agreements
• Act as an extension of the customer’s team
• Participate in daily planning meetings
• Complete rolling 3 month account reconciliations
• Layering supply and demand for customers, review on a regular basis to find areas of concern.
• Work with purchasing and logistics to resolve any stock issues.
• Basic understanding of transit models
• Ability to change roles easily between customer/vendor view (ins/outs)

Required Skills:

• Associates Degree or higher preferred, not required
• Previous experience in manufacturing customer service or a related field is advantageous but not required.
• Strong organization, prioritization, and problem-solving skills.
• Ability to work well in a fast-paced, collaborative environment.
• Strong understanding of Microsoft Office programs.
• Excel skills: V/X Lookup to layer supply/demand, Pivot tables.
• Motivated self-starter, works well independently.
• Excellent analytical, communication, and presentation skills.
• Excellent verbal and written communication skills, with the ability to handle complex interactions professionally
• Positive attitude and must work well in a team environment.
• Ability to interface with all levels of any organization, especially with our customers.
• Ability to multitask and manage time effectively.

Benefits:

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for career growth and professional development