Customer Operations Manager

Resonetics; United States; Remote; USD 65,000 - 94,000; Full time

Job summary

Resonetics is seeking an Account Management / Customer Operations professional to serve as the primary liaison for customer matters at the site level. You will build strong relationships, oversee orders, and coordinate with internal teams to ensure timely delivery and problem resolution.

The role requires 3–5+ years in customer/operations support, proficiency with Salesforce and ERP systems, and excellent communication skills.

Qualifications

• 3–5+ years in customer and operations support, with a concentration in management or similar experience.
• Proficient in MS Office and CRM tools; Salesforce experience preferred.
• Experience with ERP systems; QAD or Epicor is a plus.
• Able to manage multiple projects with high attention to detail.

Responsibilities

• Serve as lead internal point of contact for site-specific customer matters.
• Build and maintain long-lasting customer relationships and manage expectations.
• Facilitate meetings when customer challenges arise and coordinate with cross-functional teams.
• Provide daily communications for order management, visibility into delivery and logistics.

Skills

Customer relationship management

Communication

Time management

Multitasking

Team collaboration

Education

BA/BS degree

Tools

Salesforce

Power BI

ERP systems (QAD/Epicor)

MS Office

Job description

Remote

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.