Topcon Positioning Systems, Inc

Topcon Positioning Systems, Inc

Customer Operations Specialist

Fort Atkinson, WI

Sponsorship not specifiedDetected 15 days ago
SalesforceCRMSalesSAPSupply ChainLogisticsERPCustomer SupportCommunicationCollaborationProblem Solving

About the role

  • The Customer Operations Specialist is the primary operational contact for assigned customers, responsible for overseeing the entire order lifecycle and coordinating the resolution of customer issues across multiple departments.
  • This role ensures a unified customer experience by facilitating clear communication, operational ownership, and seamless collaboration among Sales, Supply Chain, Service, and Finance teams.
  • Combining aspects of Customer Service and Sales Operations, the position provides operational management of order execution, customer communication, and issue resolution, while minimizing internal department handoffs.

Responsibilities

  • Maintain accurate records of customer communications within CRM systems.
  • Manage customer orders from entry to shipment within ERP systems.
  • Collaborate across departments to resolve order fulfillment challenges.
  • Support initiatives to enhance operational efficiency and customer experience.

Requirements

  • 3-5 years of experience in customer operations, sales operations, order management, or a related operational role.
  • Knowledge, Skills, and Abilities
  • Experience with ERP systems such as SAP or similar platforms.
  • Proficiency in CRM systems such as Salesforce to track customer interactions.
  • Education and Experience
  • Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
  • Strong organizational and problem-solving abilities.
  • Effective coordination skills across cross-functional teams.
  • Strong written and verbal communication skills.
  • Ability to manage multiple operational priorities in a fast-paced environment
  • Working Relationships
  • The Customer Operations Specialist works closely with Sales, Supply Chain, Service, Logistics, Finance, and other internal stakeholders to ensure a consistent and unified customer experience.

Nice to have

  • Communicate order status, delivery timelines, backorders, and operational updates.
  • Ensure customer expectations are communicated and managed throughout the order lifecycle.
  • Coordinate order acknowledgements, changes, and fulfillment updates.
  • Prepare shipping documentation and arrange freight scheduling.
  • Work with supply chain, logistics, and finance teams to ensure timely order fulfillment.
  • Initiate and generate Return Material Authorizations (RMA) as needed.
  • Coordinate with service, warranty, supply chain, and sales teams to address product or operational issues.
  • Escalate complex issues when necessary and ensure follow-through to closure.

Company info

  • Serve as the main operational point of contact for assigned customers.
  • Track and communicate resolution status to customers and internal stakeholders.
  • Identify recurring operational issues affecting customers.
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