Customer Operations Manager

Resonetics; Bethel (CT); On-site; USD 65,000 - 94,000; Full time

Job summary

Resonetics in Bethel, CT is seeking an experienced Account/Customer Operations Manager to serve as the lead point of contact for customers at the site. You will build and maintain strong relationships, manage orders, and coordinate with cross-functional teams to meet delivery dates.

The role emphasizes collaboration with Strategic Account Managers, producing regular status and forecast updates, and ensuring smooth production readiness and escalation handling as growth accelerates.

Qualifications

• 3-5+ years proven experience in customer and operations support, with a concentration in management or similar experience.
• Proficient in MS Office.
• Experience with Salesforce or similar CRM.
• Experience with ERP system, preference of QAD or Epicor experience.
• Proven ability to manage multiple projects with attention to detail.
• Team player with professionalism.
• Excellent time management and communication skills.
• Strong problem solving, organizational, and analytical skills.
• Ability to excel in fast paced growth environment.
• Collaboration with different groups to accomplish goals.
• BA/BS degree

Responsibilities

• Operate as the lead point of contact internally for site-specific customer matters.
• Build and maintain strong, long-lasting customer relationships and monitor expectations.
• Facilitate meetings promptly when customer challenges arise.
• Partner with Strategic Account Managers to provide daily communications for order management and logistics.
• Maintain customer forecasts and track key account metrics.
• Collaborate with managers across departments.
• Facilitate production readiness communications.
• Provide status updates on internal and customer progress.
• Create daily/monthly/quarterly/annual reports.
• Keep accurate records of discussions and correspondence with customers.
• Monitor price and delivery schedules and coordinate with cross-functional teams.

Skills

Customer support

Operations support

Project management

Time management

Communication skills

Team player

Analytical skills

Education

BA/BS degree

Tools

MS Office

Salesforce

ERP (QAD/Epicor)

Power BI

Job description

Overview

Resonetics is a global leader in advanced engineering, prototyping, product development, and micro manufacturing, driving innovation in the medical device industry. With rapid expansion across all our locations, we continue to push the boundaries of technology while fostering a dynamic, employee-centered culture. Our commitment to excellence and continuous improvement makes Resonetics an exciting place for professionals passionate about shaping the future of micro-manufacturing and being part of something bigger.

Overview

Resonetics is a global leader in advanced engineering, prototyping, product development, and micro manufacturing, driving innovation in the medical device industry. With rapid expansion across all our locations, we continue to push the boundaries of technology while fostering a dynamic, employee-centered culture. Our commitment to excellence and continuous improvement makes Resonetics an exciting place for professionals passionate about shaping the future of micro-manufacturing and being part of something bigger.

Partner with customers to build strong, long-term relationships and ensure success for both the customer and Resonetics. Be the voice of the customer and lead communication and escalation for Account Management team at sites. Foster robust relationships with operations partners to ensure customer needs

are being met and customer expectations are managed.

Join Resonetics and be part of a team that’s redefining medical device manufacturing. If you’re passionate about innovation and thrive in a fast-paced environment, we’d love to hear from you.

Responsibilities

• Operate as the lead point of contact internally for any and all matters site specific to customers.
• Build and maintain strong, long-lasting customer relationships and maintain awareness of customer expectations.
• Facilitate meetings in a timely, effective, and efficient way when customer challenges arise.
• Partner with Strategic Account Managers to provide daily communications for order management, resolve potentials constraints, logistics/delivery issues, and customer.
• Maintain customer forecasts and track key account metrics.
• Collaborate with managers and colleagues across multiple departments.
• Facilitate production readiness communications.
• Provide clear updates regarding the status of internal progress as well as relevant customer updates.
• Create necessary daily/monthly/quarterly/annual reports.
• Keep accurate records of discussions and correspondence with customers.
• Monitor price and delivery schedules.
• Coordinate with cross-functional teams on delivery dates and escalations.
• Forecast coordination with operations planning and materials teams.
• Provide status updates, shipping updates, etc. to customers as needed.

Required Qualifications

• 3-5+ years proven experience in customer and operations support. with a concentration in management or similar experience.
• Proficient in MS Office.
• Experience working with Salesforce or similar CRM.
• Experience with ERP system, preference of QAD or Epicor experience.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Team player with a high degree of professionalism.
• Excellent time management skills.
• Excellent communication skills written, verbal, active listening.
• Strong problem solving, organizational, and analytical skills.
• Ability to excel in fast paced environment encompassing company growth and change.
• Collaboration with different groups to accomplish goals.
• BA/BS degree

Preferred Qualifications

• Experience working with Power BI.
• Medical Device Manufacturing experience.

Physical Demands

• Light office work.
• They may need to travel up to 10%.

Compensation

The compensation for this role is competitive and will be based on experience and qualifications. The anticipated range is $65,000 - $94,000. For temp, temp-to-hire, and regular full-time positions, our company policy is that we are unable to provide visa sponsorship. Candidates must already be legally authorized to work in the United States without the need for sponsorship now or in the future.