What are the responsibilities and job description for the Customer Operations Specialist position at Viant Medical?
About the role:
The Customer Operations Specialist provides customer service and operational support for internal and external customers, ensuring accurate execution of quoting, order entry, and contract review activities. This role serves as a key point of contact for customer requirements and site-level issue resolution, partnering closely with Sales and collaborating cross-functionally with Planning, Operations, Supply Chain, Engineering, and Quality to meet customer commitments. The Customer Operations Specialist helps establish and communicate standard lead times, coordinates order expedites and change requests, and supports continuous improvement by driving timely, clear communication and strong attention to detail across the order-to-delivery process.
Work Model: Fully Remote
What you'll do:
Education:
Viant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
The Customer Operations Specialist provides customer service and operational support for internal and external customers, ensuring accurate execution of quoting, order entry, and contract review activities. This role serves as a key point of contact for customer requirements and site-level issue resolution, partnering closely with Sales and collaborating cross-functionally with Planning, Operations, Supply Chain, Engineering, and Quality to meet customer commitments. The Customer Operations Specialist helps establish and communicate standard lead times, coordinates order expedites and change requests, and supports continuous improvement by driving timely, clear communication and strong attention to detail across the order-to-delivery process.
Work Model: Fully Remote
What you'll do:
- Represent Viant and the site's needs to customers and Sales as appropriate during customer communications and issue resolution.
- Develop and foster customer relationships by working directly with all customers and partnering with Sales for Strategic and Multi-Site customers.
- Communicate with customers and other Viant functions to fully understand customer requirements.
- Ensure that all customer contractual obligations are implemented and maintained as required.
- Execute contract review for order entry process at the site level.
- Support intercompany quoting and order entry process between sites.
- Execute Customer Operations processes accurately and within established timeframes
- Work with Site Planning and Operations to establish and communicate standard product lead times.
- Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests
- Communicate and monitor plans for expedite requests and recovery plans to Sales, Customers and Operations as required to meet commitments
- Execute quotation process for Repeat and Standard Products
- Support Technical Solutions group for New Product quotations
- Collaborate with other site functions (Operations, Supply Chain, Engineering, Quality) to deliver on key metrics including On time delivery, Order Acknowledgement Cycle Time and Quote Cycle Time.
- Customer call point of contact for site level issue resolution
- Coordinate the finished good item configuration to ensure revision, price, and specifications are accurate.
Education:
- High School degree required; associate or bachelor’s degree preferred
- Intermediate - advance proficiency with Microsoft Office applications (Excel, Outlook, Teams, Word, PowerPoint)
- 3–5 years of relevant customer operations, customer service, or order management experience, preferably in a manufacturing or regulated environment. (Medical device manufacturing preferred).
- Oracle or similar ERP system experience
- Experience loading and maintaining customer forecasts in an ERP system preferred
- Experience managing a high volume of email communications (e.g., customer inquiries, order updates, escalations) with timely, clear, and professional responses.
- Ability to work independently as well as within a team with a positive attitude.
- Demonstrated ability to be organized and adaptable to meet business deadlines in a dynamic environment.
- Customer focused, highly organized and able to manage multiple tasks simultaneously.
- Good problem solving skills.
- Sales and service acumen.
- Ability to communicate effectively inside and outside Viant to all levels of stakeholder both verbally and written."
- Familiar with Microsoft Office Applications (EXCEL, OUTLOOK, TEAMS, WORD, POWERPOINT)
Viant provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Viant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.