Customer Operations Specialist

POSITION SUMMARY The Customer Service Specialist supports customers and business partners across the United States and Canada by coordinating customer orders, responding to inquiries, maintaining accurate customer and order information, and resolving service issues throughout the order-to-cash process. The role works with Sales, Finance, Supply Chain, Logistics, broker partners, warehouses, and other service providers to support accurate order execution, timely communication, customer satisfaction, and compliance with company and customer requirements. RESPONSIBILITIES Customer Service and Order Management Provide timely, accurate, and professional service to assigned customers and business partners across direct and broker-supported channels. Coordinate customer orders from receipt through fulfillment, including order entry, changes, cancellations, status updates, credits, returns, claims, and other approved customer adjustments. Research and resolve order, pricing, availability, delivery, account, and service discrepancies by coordinating with the appropriate internal or external party. Communicate order status, expected resolution, and required follow-up clearly to customers, Sales, broker partners, and other stakeholders. Escalate customer-impacting issues appropriately and maintain ownership of follow-up through resolution. Customer Account and Order-to-Cash Support Maintain accurate customer, pricing, order, and account information in JDE and related systems in accordance with approved controls and authorization requirements. Support the order-to-cash process by researching and providing documentation for deductions, disputes, credits, returns, pricing discrepancies, payment issues, and related customer transactions. Coordinate customer setup and account-maintenance activities with Sales, Finance, Tax, IT, and other functional owners. Maintain organized records and documentation to support customer service, audit readiness, and timely issue resolution. Systems, EDI, and Customer Requirements Monitor customer portals, EDI transactions, and related service channels to identify order issues, transaction failures, customer requirement changes, and needed follow-up. Provide first-level operational and functional support for EDI and electronic order-processing activities, including setup, testing, validation, troubleshooting, and issue resolution in coordination with IT and external service partners. Support new customer and transaction setup, system fixes, enhancements, and integration changes by developing or executing business test scenarios, validating results, and documenting issues requiring follow-up. Support alignment among customer requirements, EDI platforms, JDE, and internal order-management processes, while following applicable routing, documentation, portal, and compliance requirements. Identify recurring EDI, system, or integration issues and recommend practical improvements that reduce manual intervention and improve transaction reliability. Operational Compliance and Service Support Support applicable customer and regulatory documentation requirements, including Canadian export and recycling-related activities assigned to the role. Follow established internal controls, customer requirements, and company policies when processing orders, credits, returns, pricing changes, and customer data. Support internal and external audits by providing accurate records, transaction support, and required follow-up. Coordinate delivery follow-up and customer communications with Logistics, warehouses, carriers, and other partners without assuming ownership of transportation planning or carrier management. Service Performance and Process Improvement Monitor assigned customer-service activities and exception trends to identify recurring issues and improvement opportunities. Contribute to customer operations reporting, process documentation, SOPs, work instructions, and internal knowledge resources. Recommend practical improvement…

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