Sr. Customer Operations Specialist

The Senior Customer Operations Specialist performs advanced customer service and operational support activities for internal and external customers. This role is a subjectmatter expert in site products services and processes and uses that expertise to proactively develop solutions to complex customer requirements. This position serves as a customer advocate and escalation point working crossfunctionally with Operations Planning Engineering Quality Supply Chain and Sales to deliver customer commitments with speed accuracy and exceptional communication. The Senior Customer Operations Specialist independently manages assigned customers including strategic and highcomplexity accounts and plays a key role in driving continuous improvement in customer operations role is 100% onsite Monday - Friday 8AM - 4PMMAIN JOB RESPONSIBILITIESServe as a senior representative of Viant and the site during customer communications issue resolution and as the primary customer advocate balancing customer needs with site capabilities and business manage complex strategic and multisite customer relationships in partnership with customer communication for escalations recovery plans and performance issues ensuring timely and accurate proactively with customers and internal Viant functions to fully understand customer requirements and anticipate all customer contractual obligations pricing and service requirements are accurately implemented and and oversee contract review and order entry processes ensuring compliance and and coordinate order management activities across multiple sites as Customer Operations processes accurately while driving improvements in efficiency cycle time and with Site Planning and Operations to establish communicate and manage standard and nonstandard product lead with Planning Operations Purchasing and Supply Chain to manage expedites change requests and supply communication and tracking of expedite requests and recovery plans to Customers Sales and execute quotation processes for Repeat and Standard Products; provide guidance and support for complex quoting the Technical Solutions group for New Product quotations and serve as a customer interface during early commercialization with site and corporate functions to drive key performance metrics including OnTime Delivery Order Acknowledgement Cycle Time and Quote Cycle as the primary sitelevel point of contact for customer issue finished goods item configuration accuracy including revisions pricing and mentoring guidance and informal leadership to Customer Operations Specialists as opportunities for process improvements and support implementation of best practices across Customer independently with minimal supervision while contributing positively within a team / Education / ExperienceAssociates degree required; Bachelors degree preferredAdvanced proficiency with Microsoft Office applications (Excel Outlook Teams Word PowerPoint)Strong sales service and customer relationship management acumen58 years of relevant customer operations customer service or order management experience preferably in a manufacturing or regulated environmentSIOP (Sales Inventory & Operations Planning) experience preferredKinaxis Rapid Response (Maestro) experience preferredOracle or similar ERP system experience preferredExperience loading and maintaining customer forecasts in an ERP system preferredSkills / Competencies / RequirementsAdvanced ability to communicate effectively with internal and external stakeholders at all organizational levels both verbally and in writingDemonstrated ability to manage complex priorities customer escalations and timesensitive deliverablesStrong problemsolving skills with the ability to assess risk and recommend solutionsHighly customerfocused organized and detailorientedAbility to adapt and perform effectively in a fastpaced dynamic environmentOffice environment with long periods of sitting standing and handson computer work