Customer Operations Lead - Order & Experience

Topcon Positioning Systems; Fort Atkinson (WI); On-site; USD 52,000 - 70,000; Full time

Job summary

Topcon Positioning Group is seeking a Customer Operations Specialist to oversee the entire order lifecycle, coordinating across Sales, Supply Chain, Service, and Finance to ensure a unified customer experience. This role combines customer service and sales operations, driving smooth order execution and issue resolution.

The ideal candidate has 3–5 years in customer operations and experience with SAP ERP and Salesforce, with strong communication and cross-functional collaboration skills.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, or related field preferred.
• 3–5 years of experience in customer operations, sales operations, order management, or a related operational role.

Responsibilities

• Serve as the main operational point of contact for assigned customers.
• Manage customer orders from entry to shipment in ERP systems.
• Validate pricing, product configuration, and order details for accuracy.
• 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.
• Track and communicate resolution status to customers and internal stakeholders.
• Escalate complex issues when necessary and ensure follow-through to closure.
• Act as the central coordination point for customer-related operational issues.
• Collaborate across departments to resolve order fulfillment challenges.
• Reduce internal handoffs by managing issue resolution across teams.
• Identify recurring operational issues affecting customers.
• Recommend improvements to internal processes and workflows.
• Support initiatives to enhance operational efficiency and customer experience.

Skills

SAP ERP

Salesforce

Organizational skills

Cross-functional teamwork

Communication skills

Education

Bachelor’s degree

Job description

Topcon Positioning Group is seeking a Customer Operations Specialist to oversee the entire order lifecycle, coordinating across Sales, Supply Chain, Service, and Finance to ensure a unified customer experience. This role combines customer service and sales operations, driving smooth order execution and issue resolution.

The ideal candidate has 3–5 years in customer operations and experience with SAP ERP and Salesforce, with strong communication and cross-functional collaboration skills.