Customer Operations Specialist

 

Primary Work Location

Lincoln, NE in the office

Overview

The Customer Operations Specialist provides administrative and customer support for both sales fulfillment and service operations. This position serves as a primary point of contact for customers regarding orders, repairs, quotations, and shipments. Responsibilities include coordinating order and repair processing, maintaining accurate customer and asset records, preparing required shipping and service documentation, and supporting cross-functional business operations. The role requires strong organizational skills, attention to detail, customer focus, and the ability to manage multiple priorities in a fast-paced environment.

Professional Qualifications

Education

• High School diploma or GED required, associate degree preferred.

Experience

• Minimum two (2) years of experience in customer service, sales support, service administration, order processing, or related administrative roles.
• Experience using CRM and ERP systems preferred.
• Experience with domestic and international shipping documentation preferred.
• Salesforce experience preferred.

General

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to organize, prioritize, and manage multiple tasks simultaneously.
• High degree of accuracy and attention to detail.
• Ability to work independently and as part of a team.
• Strong problem-solving and critical-thinking skills.
• Proficiency with Microsoft Office applications and business software systems.
• Ability to maintain confidential information.

Position Responsibilities

Sales and Order Administration:

• Process and coordinate domestic and international customer orders from receipt through invoicing.
• Verify order accuracy, pricing, product availability, and customer requirements.
• Prepare and distribute sales-related documentation, including order confirmations, invoices, and shipping documentation.
• Maintain accurate records of sales transactions and customer communications.

Service and Repair Administration:

• Coordinate service and repair activities from receipt through return shipment.
• Create and manage repair orders, estimates, invoices, and return documentation.
• Monitor repair status and communicate updates to customers and internal stakeholders.
• Support warranty verification and service documentation requirements.

Customer Support:

• Serve as a primary point of contact for customer inquiries related to sales orders, service requests, quotations, shipments, and invoicing.
• Respond to customer communications in a professional and timely manner.
• Escalate technical inquiries to the appropriate support resources.

Quotations and Documentation:

• Prepare customer quotations, service estimates, and proforma invoices.
• Generate shipping, export, and service-related documentation in accordance with company policies and regulatory requirements.
• Support compliance with domestic and international shipping regulations.

Database and Records Management:

• Maintain accurate customer, order, service, asset, and case information within Salesforce and ERP systems.
• Create and update customer accounts, contacts, assets, and service records.
• Maintain documentation supporting sales and service transactions.

Asset and Equipment Coordination:

• Maintain records related to customer assets, serial numbers, warranties, and equipment history.
• Coordinate loaner, demonstration, and leased equipment activities, including tracking and documentation.
• Support inventory record updates as required.

Administrative and Operational Support:

• Support departmental reporting, recordkeeping, and process administration.
• Identify opportunities to improve efficiency and support continuous improvement initiatives.
• Provide administrative support to sales and service leadership as needed.

Team Collaboration:

• Partner with Sales, Service, Shipping, Accounting, Marketing, Technical Support, and other departments to ensure effective customer support and operational efficiency.
• Provide cross-functional support during absences, peak workloads, and special projects.
• Participate in training and cross-training activities to maintain departmental flexibility.

Other Duties:

• Perform other duties and responsibilities as assigned.