Customer Operations Specialist at FOCUS HR INC – Elk Grove Village, Illinois

Job Summary:

The Customer Operations Specialist acts as a central point of contact between customers and internal departments to ensure efficient order management and exceptional customer service. This role is responsible for reviewing orders, addressing customer inquiries, and maintaining accurate records to support operational efficiency and customer satisfaction. The Customer Operations Specialist resolves requests and ensures a positive experience for customers.

Position Responsibilities:

• Serves as the primary point of contact for customer inquiries and order-related questions
• Track orders to ensure accuracy and timely fulfillment
• Monitor and report on order status, inventory, and customer feedback.
• Work with internal departments to assist with returns, credits, and problem resolution as needed
• Maintain accurate records in company systems and generate operational reports
• Update data in our ERP to reflect accurate data in the master scheduler
• Forwarding incoming purchase orders (POs) to Order Entry (OE) for regular orders
• Requesting updates on production timing and sharing internal updates/information
• Identify opportunities to streamline processes and improve customer experience
• Perform additional duties as assigned by the Customer Operations Director to support overall company operations

Qualifications:

To successfully perform this role, an individual must competently fulfill all essential responsibilities. The requirements listed represent the knowledge, skill, and ability required for the Customer Operations Specialist role. Reasonable accommodation may be provided for individuals with disabilities to perform the essential functions.

• Excellent data entry skills
• Basic computer skills, including proficiency with Microsoft Office and Teams
• Strong attention to detail, time management and organizational skills, and the ability to manage multiple tasks in a fast-paced environment
• Good communication and interpersonal skills, with the ability to work collaboratively with employees, supervisors, and management

Education and Experience:

High school diploma or equivalent required. A minimum of two (2) years of Customer Service/Operations experience, preferably within a manufacturing setting.

Language Skills:

Effective verbal and written communication skills are essential. The ability to communicate with a diverse range of individuals, including internal departments and customers, is required. Bilingual proficiency in Spanish and English is a plus.

Reasoning Ability:

Ability to apply common sense and understanding to carry out written, oral, or diagram instructions. Ability to deal with problems involving multiple variables in standardized situations.

Physical Demands and Work Environment:

This position is primarily office-based and does not require frequent walking, standing, or movement throughout production areas. This role may involve occasional visits to the manufacturing, warehouse, or facility areas, with occasional exposure to industrial conditions such as noise, machinery, and moving equipment. Lifting or carrying of supplies or materials weighing up to twenty (20) pounds may occasionally be required.