Customer Operations Specialist

Company Overview

Topcon Positioning Group is headquartered in Livermore, California, USA. We design, manufacture and distribute productivity tools that promote a sustainable future for the construction, geopositioning and agriculture industries.

Topcon 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.

The Customer Operations Specialist serves as the primary operational contact for assigned customers, overseeing the entire order lifecycle and coordinating the resolution of customer issues across multiple departments.

• Customer Interface and Communication – Serve as the main operational point of contact for assigned customers, communicate order status, delivery timelines, backorders, and operational updates; ensure expectations are managed throughout the order lifecycle; maintain accurate records of customer communications within CRM systems.
• Order Lifecycle Management – Manage customer orders from entry to shipment within ERP systems; validate pricing, product configuration, and order details; coordinate order acknowledgments, changes, and fulfillment updates; prepare shipping documentation and arrange freight scheduling; collaborate with supply chain, logistics, and finance to ensure timely fulfillment.
• Issue Resolution and RMA Coordination – Initiate and generate Return Material Authorizations (RMAs) as needed; coordinate with service, warranty, supply chain, and sales teams to address product or operational issues; track and communicate resolution status; escalates complex issues and ensures follow‑through to closure.
• Operational Coordination – Act as the central coordination point for customer‑related operational issues, collaborating across departments to resolve order fulfillment challenges and reduce internal handoffs.
• Continuous Improvement – Identify recurring operational issues affecting customers; recommend improvements to internal processes and workflows; support initiatives to enhance operational efficiency and customer experience.

• Order accuracy and reliability of fulfillment
• Reduction in customer escalations and resolution cycle times
• Effectiveness of RMA and service processes
• Clear and consistent communication with customers
• Contribution to operational process improvements

• Bachelor’s degree in Business, Supply Chain, Operations, or a related field (preferred)
• 3–5 years of experience in customer operations, sales operations, order management, or a related operational role
• Experience with ERP systems such as SAP or similar platforms
• Proficiency in CRM systems such as Salesforce to track customer interactions
• Strong organizational and problem‑solving abilities
• Effective coordination skills across cross‑functional teams
• Strong written and verbal communication skills
• Ability to manage multiple operational priorities in a fast‑paced environment

The Customer Operations Specialist works closely with Sales, Supply Chain, Service, Logistics, Finance, and other internal stakeholders to ensure a consistent and unified customer experience.