Customer Operations Specialist

About Elevaris Medical Devices Tired of working at a " good" job? 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. Shipment & Fulfillment Support 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 escalate promptly. Accountable for dependable fulfillment visibility and timely support of customer order requirements. Customer Documentation & Compliance Readiness Provide approved customer documentation such as certificates, shipment records, and proof of delivery. Maintain complete and accurate transaction records and supporting documentation for audit and compliance readiness. Coordinate documentation questions with Quality, Engineering, or other accountable teams when technical approval is required. Accountable for accurate documentation handling and appropriate escalation of regulated or technical questions. Data Accuracy, Reporting & Team Support Generate basic reports on orders, backlog, fulfillment, and responsive…

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