Customer Operations Specialist

Elevaris Medical Devices; Wilmington (MA); On-site; USD 55,000 - 70,000; Full time

Job summary

Elevaris Medical Devices in Wilmington, MA, onsite, is hiring a Customer Operations Specialist to support the Customer Experience team with accurate order data, routine inquiries, order entry, and fulfillment tracking. You will coordinate with Key Account Managers and Customer Account Specialists to ensure a seamless customer experience and compliant account operations.

You will manage customer setups, maintain ERP/CRM data, issue confirmations, and monitor orders and delivery status, enabling

Responsibilities

• Complete customer setup, order entry, pricing verification, contract review administration, and fulfillment tracking for assigned or delegated accounts.
• Maintain accurate order and customer information in ERP/CRM systems, verifying inputs and escalating discrepancies.
• Prepare and issue routine order confirmations within approved procedures and assigned decision rights.
• Accountable for accurate, timely order processing and complete customer account records.
• Monitor and acknowledge assigned Sales, Order Entry, Connect, and Customer Service inbox inquiries per team standards.
• Respond to routine customer requests and provide proactive order and shipment updates, especially for smaller or tail accounts.
• Route complex requests to the appropriate manager or partner.
• Accountable for responsive first-line communication, inquiry tracking, and reliable follow-through.
• Track open orders, backlogs, shipment status, and proof of delivery; coordinate routine updates with Shipping and Supply Chain.
• Support drop-shipment and fulfillment coordination and assist colleagues with shipment tracking and expediting requests.
• Identify routine order, shipment, and invoice discrepancies and resolve per procedures or escalate promptly.
• Accountable for dependable fulfillment visibility and timely support of customer order requirements.
• Provide approved customer documentation

Job description

At Elevaris, our goal is not to be good, it's to be extraordinary.

Extraordinary performance comes from extraordinary people. And the foundation for extraordinary people is extraordinary culture. Our values describe the behaviors that define our unique culture. They are what set us apart and what makes us trusted leaders in our field.

Elevaris Medical Devices is leveraging a legacy of trust and expertise to usher in a new era of precision medical device development and manufacturing capabilities. We are development and engineering experts focused on delivering precision solutions to our medical device customers. Elevaris Medical Devices is one of the world's leading manufacturers of made-to-spec procedural needles. Beyond needles, we are also a Contract Development and Manufacturing Organization (CDMO) to industry-leading, multi-national healthcare companies, global original equipment manufacturers (OEMs), and emerging technology companies. We also distribute a wide range of complementary pharmaceutical products, surgical instruments, and medical supplies.

Please note this position is onsite in Wilmington MA

ROLE PURPOSE

The Customer Operations Specialist provides accurate, responsive operational support to the Customer Experience team and its customers. This role handles customer and order data, routine inquiries, order entry, fulfillment tracking, and required documentation while coordinating closely with Key Account Success Managers and Customer Account Specialists. Through dependable execution, timely communication, and attention to detail, the specialist helps deliver a seamless customer experience and supports consistent, compliant account operations.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Order Entry & Customer Account Administration

• Complete customer setup, order entry, pricing verification, contract review administration, and fulfillment tracking for assigned or delegated accounts.
• Maintain accurate order and customer information in ERP/CRM systems, verifying required inputs and escalating discrepancies.
• Prepare and issue routine order confirmations within approved procedures and assigned decision rights.
• Accountable for accurate, timely order processing and complete customer account records.

Customer Communication & Inbox Management

• Monitor and acknowledge assigned Sales, Order Entry, Connect, and Customer Service inbox inquiries in accordance with team service standards.
• Respond to routine customer requests and provide proactive order and shipment updates, particularly for smaller or tail accounts.
• Route complex requests and account-specific issues to the appropriate Key Account Success Manager, Customer Account Specialist, or functional partner.
• Accountable for responsive first-line communication, complete inquiry tracking, and reliable follow-through.
• Track open orders, backlogs, shipment status, and proof of delivery; coordinate routine updates with Shipping and Supply Chain.
• Support drop-shipment and fulfillment coordination and assist colleagues with shipment tracking and expediting requests.
• Identify routine order, shipment, and invoice discrepancies and resolve within established procedures or upscale promptly.
• Accountable for dependable fulfillment visibility and timely support of customer order requirements.

Customer Documentation & Compliance Readiness

• Provide approved customer documentation