Customer Operations Specialist

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Employee - Full-Time Sterling, VA, US

3 days ago Requisition

Salary Range: $60,000.00 To $80,000.00 Annually

Join Us as a Customer Operations Specialist!

Are you passionate about creating seamless customer experiences and keeping complex operations moving? At ORBCOMM, we're looking for a detail-oriented and customer-focused Customer Operations Specialist to support our customers throughout the entire customer lifecycle.

If you're an organized problem solver who enjoys working across teams, managing customer transactions, and finding ways to improve processes, we'd love to hear from you.

Why You'll Love Working Here

As a Customer Operations Specialist, you'll serve as a central point of coordination across customer onboarding, order administration, customer support, and operational reporting. You'll help ensure our customers receive timely, accurate, and efficient service while maintaining strong operational processes behind the scenes.

You'll work cross-functionally with Sales, Customer Success, Finance, Support, and Operations to coordinate customer activities, resolve issues, maintain accurate information, and continuously improve the customer experience.

This role is based out of our Sterling, VA office. We operate in a hybrid work environment requiring a minimum of three (3) days per week onsite, with the option to work remotely for up to two (2) days per week.

What You'll Do

Customer Operations

• Serve as a key operational contact for customers and internal teams.
• Manage customer account information and maintain accurate records across business systems.
• Support customer onboarding and lifecycle processes to ensure a positive customer experience.
• Coordinate activities across Sales, Customer Success, Finance, Support, and Operations.
• Monitor operational workflows and identify opportunities to improve efficiency and customer satisfaction.
• Support customer communications related to orders, service requests, and account updates.

Order Administration

• Process and validate customer orders for completeness, accuracy, and compliance with company policies.
• Manage order intake, tracking, fulfillment coordination, and issue resolution.
• Maintain customer contracts, subscriptions, purchase orders, and related documentation.
• Partner with Finance and Sales to resolve billing, invoicing, and order discrepancies.
• Track order status and provide proactive updates to customers and internal stakeholders.
• Ensure data integrity across CRM and order management systems.

Customer Support

• Respond to customer inquiries received through email, phone, or ticketing systems.
• Manage customer support cases and ensure timely resolution or escalation when required.
• Document customer interactions and maintain accurate case records.
• Coordinate with Product, Technical, and Service teams to resolve customer issues.
• Support customer satisfaction initiatives and gather customer feedback.

Reporting & Process Improvement

• Create and maintain operational reports and dashboards.
• Track key performance indicators related to customer experience and operational performance.
• Analyze trends and identify opportunities to improve processes and service delivery.
• Support the implementation of new tools, systems, and operational procedures.
• Develop and maintain standard operating procedures and process documentation.
• Participate in continuous improvement initiatives focused on customer experience and operational excellence.

Who You Are

You're a highly organized, detail-oriented professional who enjoys solving problems and creating positive customer experiences.

If you have:

• Bachelor's degree or equivalent work experience.
• 2–5 years of experience in Customer Operations, Customer Success, Customer Support, Order Management, Sales Operations, or a related field .
• Strong customer service and communication skills .
• Experience working with CRM platforms such as Salesforce or Microsoft Dynamics.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities effectively in…