Job Summary
The Customer Management Operations Specialist is responsible for managing customer order fulfillment, sales operations, forecasting, revenue recognition, and logistics coordination. The role works closely with customers and cross-functional teams to ensure efficient order execution, regulatory compliance, accurate forecasting, revenue achievement, and high customer satisfaction while driving operational excellence and continuous improvement.
Key Responsibilities
Order Management & Customer Operations
- Manage the end-to-end order process from customer Purchase Order (PO) receipt through system entry, booking, execution, shipment, and delivery.
- Review and validate order bookings to ensure accuracy, completeness, and compliance with company policies.
- Assess order-related risks and proactively identify mitigation plans to minimize customer and operational impacts.
- Manage order amendments, cancellations, split deliveries, and partial shipment requirements.
- Coordinate order fulfillment activities with factories, planners, logistics providers, and internal stakeholders.
- Provide production lead time guidance to support customer planning and operational scheduling.
- Facilitate customer communication regarding order status, delivery commitments, and execution risks.
Revenue Recognition & Financial Operations
- Manage sales recognition activities in accordance with corporate policies and financial reporting requirements.
- Support month-end and quarter-end closing activities in collaboration with Finance and Operations teams.
- Process and maintain sales accruals for incomplete transactions with appropriate supporting documentation.
- Monitor revenue recognition and support achievement of financial targets.
- Monitor business performance against sales and operational targets.
- Improve revenue visibility through regular order review and forecast alignment processes.
Logistics & Shipment Management
- Coordinate end-to-end shipment execution, including transportation planning and freight management.
- Obtain freight quotations and evaluate logistics solutions to balance service levels and cost efficiency.
- Work closely with freight forwarders and logistics providers to ensure on-time delivery performance.
- Proactively escalate critical shipments and implement recovery plans for urgent customer requirements.
- Monitor shipment milestones and address transportation-related risks.
Customer Support & Documentation
- Provide customers with required documentation such as:
- Import Certificates
- Test Reports
- Certificates of Conformity
- Commercial and shipping documents
- Regulatory compliance documentation
- Coordinate Factory Acceptance Tests (FAT) and Factory Witness Tests (FWT) with customers and manufacturing facilities.
- Share inspection reports and documentation in a timely manner.
- Ensure customer documentation requests are fulfilled accurately and efficiently.
Compliance & Risk Management
- Ensure adherence to regulatory, trade compliance, and customer-specific requirements.
- Validate mandatory certifications including Electrical Safety Certifications, Radio Type Approvals, and other regulatory requirements.
- Review tariff classifications and documentation for import/export compliance.
- Maintain data integrity and documentation accuracy to minimize audit and compliance risks.
- Identify operational risks and drive preventive and corrective actions.
Cross-Functional Collaboration
- Partner closely with Sales, Finance, Supply Chain, Logistics, Procurement, Manufacturing, Legal, and Customer Service teams.
- Support timely order booking, execution, revenue recognition, and accrual management.
- Coordinate legal and contractual requirements related to customer transactions.
- Facilitate effective communication across functions to ensure successful execution and customer satisfaction.
Qualifications
Education
- Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Finance, Engineering, or related field.
Experience
- 3-5+ years of experience in Customer Operations, Order Management, Supply Chain, Sales Operations, Logistics, or Customer Service.
- Experience supporting revenue recognition, forecasting, and month-end close activities.
- Knowledge of international shipping, import/export processes, and trade compliance requirements.
- Experience working within ERP systems such as Oracle
Knowledge & Skills
- Order Management and Customer Operations
- Sales Forecasting and Revenue Recognition
- Financial Acumen and Accrual Management
- Supply Chain and Logistics Coordination
- Trade Compliance and Regulatory Documentation
- KPI Management and Performance Analysis
- Root Cause Analysis and Problem Solving
- Stakeholder Management and Customer Relationship Management
- ERP Systems and Data Analytics
- Process Improvement and SOP Development
- Strong Communication and Cross-Functional Collaboration Skills
- Advanced Microsoft Excel and Reporting Skills
#LI-JS1