Customer Operations Specialist

Northern Air Systems Inc; City of Rochester (NY); On-site; USD 24,000 - 30,000; Full time

Job summary

Northern Air Systems in Rochester, NY is seeking a Customer Operations Coordinator to manage order flow, coordinate with Sales, Engineering, Production and Accounting, and ensure customer requirements are delivered on time.

The role emphasizes organization, attention to detail, and proactive communication across teams, with responsibilities across ERP data, documentation, reporting, and process improvement.

Qualifications

• 2–5 years of experience in customer operations, customer service, order administration, sales support, manufacturing operations, or a related field.
• Experience working with an ERP system; manufacturing or industrial experience is a plus.
• Strong written and verbal communication skills.
• Excellent attention to detail and data accuracy.
• Strong follow-up and time-management skills.
• Ability to prioritize multiple customer requests and deadlines.
• Comfortable communicating with both customers and internal departments.
• Proficiency with Microsoft Office, particularly Excel, Word, and Outlook.
• Strong problem-solving skills and a willingness to take initiative.
• Ability to work independently while contributing effectively within a team environment.

Responsibilities

• Process customer orders accurately and in accordance with company procedures.
• Prepare and send Sales Order Acknowledgments and Order Confirmations to customers.
• Create work tickets and ensure information is complete and accurate for internal processing.
• Maintain customer, contact, order, and operational information within the ERP system.
• Monitor and maintain ERP data to ensure accuracy throughout the customer order process.
• Track customer orders, invoices, approvals, and related documentation.
• Coordinate engineering submittals, monitor customer approvals, and follow up on outstanding items.
• Respond to customer requests for product information and supporting documentation, including photos, test reports, certifications, and other materials.
• Coordinate with Sales, Engineering, Production, Accounting, and other internal departments to keep customer requirements moving forward.
• Monitor outstanding customer requests and proactively follow up to help ensure timely resolution.
• Assist with customer correspondence and day-to-day communication.
• Create, maintain, and distribute reports as needed.
• Coordinate shipment-related documentation when required.
• Maintain organized and accurate records related to customer orders and requests.
• Assist the Customer Operations Manager with departmental processes, reporting, administrative activities, and special projects.
• Help document and standardize Customer Operations procedures.
• Identify opportunities to improve processes, communication, accuracy, and efficiency.
• Take on additional responsibilities and projects as business needs evolve.

Skills

Organized

Dependable

Detail-oriented

Cross-functional teamwork

Tools

ERP system

Microsoft Office

Excel

Word

Outlook

Job description

Northern Air Systems in Rochester, NY is seeking a Customer Operations Coordinator to manage order flow, coordinate with Sales, Engineering, Production and Accounting, and ensure customer requirements are delivered on time.

The role emphasizes organization, attention to detail, and proactive communication across teams, with responsibilities across ERP data, documentation, reporting, and process improvement.