Customer Operations Specialist

Responsibilities:

• Performs assigned operational tasks with precision and timeliness
• Handles first-level support and escalate issues as needed
• Maintains process compliance and data accuracy across systems
• Assists in tracking requests and monitoring SLA adherence
• Participates in testing and validation of customer-driven changes
• Contributes to documentation and reporting of operational activities
• Perform assigned operational tasks with precision and timeliness.
• Define and document operational processes and performance metrics (KPIs).
• Train colleagues and onboard new team members to ensure process consistency.
• Manage prioritization and handle escalations within the team.
• Participate in process improvement initiatives and special projects.
• Maintain accurate records for audit and compliance purposes.

Qualifications:

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination, preferably within the card manufacturing, printing, packaging, personalization, or related production industries.
• Proven experience managing customer orders end-to-end, including requirements gathering, order tracking, proofing coordination, production follow-up, and delivery management.
• Strong understanding of printing processes, artwork/design proofing, color management, and print production criticalities, with the ability to communicate effectively between customers and manufacturing teams.
• Experience coordinating with multiple stakeholders, including customers, production/manufacturing teams, designers, and logistics partners, while ensuring SLA adherence and timely issue resolution.
• Excellent communication, organizational, and problem-solving skills, with the ability to manage priorities, handle escalations, maintain accurate records, and support process improvement initiatives.