Customer Operations Specialist

The Customer Operations Specialist supports end-to-end order management and customer fulfillment by coordinating closely with Sales, Production Planning, Warehouse, and Logistics teams. This role is responsible for processing orders and documentation in the ERP system, monitoring inventory and shipments, and proactively communicating order status updates to customers. The position plays a key role in supporting both domestic and international customers through accurate execution, strong stakeholder coordination, and a customer-first approach.

While the Customer Operations Specialist will work on-site at Hana’s Jiaxing location under the immediate supervision of Hana’s Director of Sales, Asia, this role is positioned under the Supply Chain organizational structure and will report directly to Hana’s Senior Program Manager at Hana’s Ohio location.

• Bachelor’s degree in business or related field.
• Proven experience in logistics management or similar experience.
• Excellent communication skills, both written and verbal.
• Superior organization and problem-solving skills.
• Proven stakeholder management skills.

• Process customer orders, sample requests, and return merchandise authorization (RMA) in the ERP system.
• Prepare custom clearance related documents, including but not limited to OA, PI, PL, Coc, etc.
• Coordinate and monitor order shipments to support acknowledged commitments.
• Proactively update customers on order status, delays, or any changes in schedule.
• Coordinate with Production Planning, Warehouse, and Logistics teams to confirm delivery dates.
• Monitor inventory and respond promptly to customer inquiries about product availability, lead times, samples, and order status.
• Coordinate with Hana US and Hana JX to prepare quality system documents for new customers.
• Assist in onboarding new customers (sending catalogs and samples, setting up accounts, etc.).
• Prepare sales reports, inventory statuses, and backlog reports.
• Assist with on-site customer visits.
• Support Sales team with operational requests, as needed.
• Other duties as assigned.

• Bilingual, both written and verbal, in Chinese and English.
• Familiar with full-cycle international trade processes.
• Strong proficiency in order management and ERP systems.
• Problem-solving mindset and customer-first attitude.
• Detail-oriented with strong self-accountability.
• Outstanding communication and interpersonal skills.

• Ability to navigate throughout the production area and facilities as needed, which may require standing and walking for extended periods.
• Ability to utilize standard office equipment and tools, both in the administrative environment and the production environment.
• Ability to occasionally lift and carry objects weighing up to 25 pounds.