{"id":460219,"url":"https://alion.io/job/topcon-positioning-systems-customer-operations-specialist","title":"Customer Operations Specialist","company":{"id":176918,"name":"Topcon Positioning Systems","domain":"topconpositioning.com","url":"https://alion.io/company/topcon-positioning-systems","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":9,"ghost_share":0,"stale_share":0.556,"repost_share":0,"time_to_fill_p50_days":39,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fort Atkinson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":121000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":602},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-07-06T00:00:00Z","employer_posted_date":"2026-07-06","last_verified_at":"2026-10-23T08:16:49Z","board_verified":true,"closed_at":null,"days_open":110,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":110},"description":"Topcon Positioning Group is headquartered in Livermore, California, USA (topconpositioning.com).\nWe design, manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it, Topcon brings innovation in workflow automation and seamless connectivity of data to construction, geopositioning and agriculture industries focused on developing a sustainable tomorrow.\nTopcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, genetic information, or other legally protected status.\nTo learn more about Topcon career opportunities go to www.topconcareers.com.\nPosition Summary\nThe Customer Operations Specialist is the primary operational contact for assigned customers, responsible for overseeing the entire order lifecycle and coordinating the resolution of customer issues across multiple departments. This role ensures a unified customer experience by facilitating clear communication, operational ownership, and seamless collaboration among Sales, Supply Chain, Service, and Finance teams. Combining aspects of Customer Service and Sales Operations, the position provides operational management of order execution, customer communication, and issue resolution, while minimizing internal department handoffs.\nEssential Duties and Responsibilities\nCustomer Interface and Communication\nServe as the main operational point of contact for assigned customers.\nCommunicate order status, delivery timelines, backorders, and operational updates.\nEnsure customer expectations are communicated and managed throughout the order lifecycle.\nMaintain accurate records of customer communications within CRM systems.\nOrder Lifecycle Management\nManage customer orders from entry to shipment within ERP systems.\nValidate pricing, product configuration, and order details for accuracy.\nCoordinate order acknowledgements, changes, and fulfillment updates.\nPrepare shipping documentation and arrange freight scheduling.\nWork with supply chain, logistics, and finance teams to ensure timely order fulfillment.\nIssue Resolution and RMA Coordination\nInitiate and generate Return Material Authorizations (RMA) as needed.\nCoordinate with service, warranty, supply chain, and sales teams to address product or operational issues.\nTrack and communicate resolution status to customers and internal stakeholders.\nEscalate complex issues when necessary and ensure follow-through to closure.\nOperational Coordination\nAct as the central coordination point for customer-related operational issues.\nCollaborate across departments to resolve order fulfillment challenges.\nReduce internal handoffs by managing issue resolution across teams.\nContinuous Improvement\nIdentify recurring operational issues affecting customers.\nRecommend improvements to internal processes and workflows.\nSupport initiatives to enhance operational efficiency and customer experience.\nPerformance Measures\nOrder accuracy and reliability of fulfillment.\nReduction in customer escalations and resolution cycle times.\nEffective coordination of RMA and service processes.\nClear and consistent communication with customers.\nContribution to operational process improvements.\nQualifications\nEducation and Experience\nBachelor’s degree in Business, Supply Chain, Operations, or related field preferred.\n3-5 years of experience in customer operations, sales operations, order management, or a related operational role.\nKnowledge, Skills, and Abilities\nExperience with ERP systems such as SAP or similar platforms.\nProficiency in CRM systems such as Salesforce to track customer interactions.\nStrong organizational and problem-solving abilities.\nEffective coordination skills across cross-functional teams.\nStrong written and verbal communication skills.\nAbility to manage multiple operational priorities in a fast-paced environment\nWorking Relationships\nThe Customer Operations Specialist works closely with Sales, Supply Chain, Service, Logistics, Finance, and other internal stakeholders to ensure a 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