Customer Operations Specialist

EXALTA Group; Idaho; Remote; USD 55,000 - 75,000; Full time

Job summary

EXALTA Group is seeking a Customer Operations Specialist to manage the customer order lifecycle, liaise with CS, KAMs, and internal teams, and ensure timely communication of requests and issues.

This remote role offers hybrid options within US time zones and requires experience in manufacturing/industrial operations, with collaboration across Planning, Supply Chain, Quality, and Commercial teams.

Qualifications

• Bachelors or Associate degree in Business, Supply Chain, Operations, Logistics, or related field preferred.
• 3-5 years in customer service, order management, or related role.
• Manufacturing or industrial experience required.
• Epicor ERP and Power BI experience preferred.

Responsibilities

• Serve as the primary contact for assigned customer accounts and maintain strong relationships.
• Oversee order tracking, backlog, inventory, and delivery performance; communicate priorities.
• Support forecasting and SIOP by gathering data and coordinating with stakeholders.
• Collaborate across Customer Service, Planning, Supply Chain, Quality, and Operations.

Skills

Communication skills

Problem solving

Organization

Attention to detail

Multitasking

Education

Bachelor's or Associate degree in Business or related field

Tools

Epicor ERP

Power BI

Microsoft Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Operations Specialist

Management Regular Full-Time SG&A Remote, Remote, US

Customer Operations Specialist

Position Summary

The Customer Operations Specialist supports customer order fulfillment activities and serves as a key liaison between customers, Customer Service (CS), Key Account Managers (KAMs), and internal operations teams. This role is responsible for managing the customer order lifecycle, tracking customer priorities, supporting delivery performance, and ensuring timely communication regarding customer requests and concerns.

Working closely with Planning, Supply Chain, Quality, and Commercial teams, the Customer Operations Specialist helps maintain strong customer relationships through proactive communication and effective coordination of order-related activities.

This is a remote position with the option of hybrid work at one of our US locations. Successful candidates must be located in Eastern or Central time zones with experience in manufacturing/industrial operations.

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Key Responsibilities

Customer Operations & Account Management

• Serve as the primary contact for assigned customer accounts.
• Build and maintain strong customer relationships through proactive communication and operational support.
• Prepare and distribute customer Open Order Reports (OOR).
• Lead customer review meetings and open-order discussions
• Prepare data and collaborate with Key Account Manager to support customer QBR calls and internal performance reviews.
• Support new product introductions and customer onboarding activities.

Order Tracking & Customer Priority Management

• Oversee customer order execution and ensure timely confirmation.
• Monitor open orders, backlog, inventory availability, and delivery performance.
• Support coordination of customer requirements and project milestones.
• Communicate customer priorities related to deliveries, quotations, and issue resolution.
• Track customer priority orders and escalations, identify fulfillment risks and coordinate corrective actions with internal stakeholders to ensure timely resolution of operational issues.
• Develop communication plans related to delivery delays, supply constraints, and recovery efforts.
• Ensure accurate reporting of customer commitments and operational performance.

Forecasting & Planning Support

• Work with customers and Key Account Managers to collect forecast information.
• Support the Sales, Inventory, and Operations Planning (SIOP) process through data gathering and meeting participation.
• Maintain accurate customer demand information and communicate changes to internal stakeholders.

Cross-Functional Collaboration

• Partner with Customer Service, Planning, Supply Chain, Quality, and Operations teams to support customer needs.
• Work closely with Key Account Managers to maintain alignment on customer priorities and expectations.
• Participate in Customer Operations team meetings to discuss performance, challenges, and opportunities.

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Qualifications

Education & Experience

• Associate's or Bachelor's degree in Business, Supply Chain, Operations, Logistics, or a related field preferred.
• 3-5 years of experience in customer service, order management, customer operations, supply chain, or a related role.
• Manufacturing or industrial experience required.
• Medical device or other regulated industry experience preferred.
• Experience with SIOP, forecasting, ERP systems, and customer order management preferred.
• Epicor ERP and Power BI experience preferred.
• Excellent written and verbal communication abilities.
• Ability to influence and collaborate across multiple functions.
• Excellent organization and attention to detail.
• Ability to manage multiple priorities and meet deadlines.
• Strong problem-solving and follow-up skills.
• Proficiency in Microsoft Excel and ERP systems.
• Ability to work effectively in a cross-functional and multicultural team environment.
• Basic understanding of supply chain and order management processes.

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Success Measures

• Timely response to customer inquiries.
• Accuracy of order status updates and reporting.
• On-Time Delivery (OTD) performance support.
• Completion and accuracy of weekly OOR reporting.
• Effective follow-up on customer priorities and action items.
• Positive customer and internal stakeholder feedback.