Operations & Customer Service Specialist

Operations & Customer Service Specialist

Position Overview

The SP3 Operations & Customer Service Specialist is responsible for supporting daily operations across production planning, customer service, order processing, inventory management, logistics, and administrative functions. This role serves as a key point of coordination between customers, internal departments, and external vendors to ensure efficient order fulfillment and operational accuracy.

Key Responsibilities:

Production Planning & Support

• Schedule CVD reactor coating runs to optimize production capacity and meet customer deadlines
• Create and manage substrate blanket orders to support production planning
• Print and distribute production orders to the shop floor
• Act as a liaison between operations and production to ensure materials and documentation are available as needed

Customer Service & Order Management

• Process customer orders accurately and in a timely manner
• Serve as the primary point of contact for customer inquiries, including order status, complaints, and follow-ups
• Maintain strong customer relationships through clear and professional communication
• Track and manage inventory levels to ensure product availability

Quoting, Pricing & Cost Management

• Prepare and issue quotes for tooling, inserts, and reactor products
• Maintain and update insert pricing within the system
• Monitor pricing accuracy and coordinate updates to ensure alignment with cost and margin requirements
• Collaborate with internal teams to confirm accurate pricing and lead times

Purchasing & Vendor Coordination

• Manage purchasing activities and logistics services
• Coordinate with vendors to ensure timely delivery and cost efficiency

Logistics & Shipping Support

• Organize and coordinate large international shipments
• Provide backup support for the shipping department as needed
• Receive and process incoming goods into inventory within the ERP system (M1)

Invoicing & Finance Coordination

• Generate and send daily invoices to customers
• Post completed shipments and ensure accurate billing records
• Collaborate with Finance Department (AP/AR) to resolve discrepancies and answer inquiries

ERP System (M1) Key User

• Perform general system maintenance and daily transactions within the M1 ERP system
• Create and maintain customer and vendor accounts
• Process shipment postings, accounts payable (AP), and order entries
• Enter and manage tooling and reactor orders daily

Office Administration

• Manage office and packaging supply inventory (including insert boxes)
• Handle incoming calls and maintain the main phone line
• Process and distribute daily mail, including coordinating weekly check submissions
• Support internal office operations and organization

Projects & Continuous Improvement

• Support and contribute to the implementation of the Drawback Program (in progress)
• Assist in obtaining and maintaining compliance documentation (e.g., ACE/US Customs account information)

Skills & Qualifications

• Strong organizational and multitasking abilities
• Excellent communication and customer service skills
• Experience with ERP systems (M1 preferred)
• Knowledge of inventory control, pricing management, logistics, and order processing
• Ability to work cross-functionally in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Outlook, Word)