Commercial Operations Specialist

SUMMARY:

The Commercial Operations Specialist, based on site in Woburn, Massachusetts supports sales and fulfillment by managing customer accounts, maintaining accurate CRM and ERP data, and coordinating order-to-cash activities. Partnering with Sales, Finance, Operations, Supply Chain, IT, and Production, this role resolves customer issues, improves processes, and serves as the voice of the customer to support revenue growth and a consistent customer experience.

KEY RESPONSIBILITIES:

• Manage assigned customer accounts and support territory revenue and service goals in partnership with Field Sales.
• Serve as the primary customer advocate, build strong relationships, and respond promptly to inquiries, billing discrepancies, delivery needs, order changes, cancellations, returns, and quality follow-up.
• Maintain accurate customer, quote, and order data in Hubspot, Epicor, and related systems.
• Coordinate with Sales, Finance, IT, Production, and the Order Processing Center to resolve issues, prioritize quotes and sales orders, and facilitate expedites.
• Review RFQs for completeness and obtain missing information from customers before submission.
• Facilitate expedites through Order Processing Coordinator (OPC).
• Perform contract review and process sales orders ensuring data accuracy
• Proactively communicate with Quote Desk/Sales Order Desk to keep the customers and FSM’s well informed.
• Create RMA’s and ICN’s as necessary.
• Meet established performance metrics, including quote and sales-order turnaround times and queue management.
• Gather customer feedback, monitor voice-of-customer results, and recommend process improvements that increase satisfaction and operational efficiency.
• Develop quoting and order-processing capabilities to provide backup support during periods of high demand.
• Train and mentor new team members as needed.

REQUIREMENTS / BACKGROUND:

• Education: Bachelor’s degree in Business Administration, Finance, Supply Chain Management, or a related field.
• Experience: Three to five years of experience in commercial operations, sales support, account coordination, revenue operations, or customer service; manufacturing or another highly regulated industry is preferred.
• Systems: Experience with ERP and CRM platforms, preferably Epicor and Salesforce or HubSpot; proficiency in Microsoft Office, including Excel functions such as pivot tables and lookups.
• Knowledge of customer service principles and a record of resolving issues, retaining customers, and handling difficult situations professionally.

SKILLS, TRAITS AND COMPETENCIES:

• Strong written and verbal communication, active listening, relationship-building, and cross-functional collaboration skills.
• Excellent organization, time management, prioritization, and responsiveness in a fast-paced environment.
• Positive, team-oriented approach with a strong commitment to customer service and continuous improvement.
• Customer advocacy and relationship management
• Cross-functional communication and collaboration
• Analytical problem-solving and sound judgment
• Account and workload prioritization
• CRM and ERP data accuracy
• Process improvement and voice-of-customer analysis