Customer Operations Specialist

Summary/Objective The Customer Operations Specialist supports day-to-day customer operations by ensuring accurate order processing, effective communication, and timely issue resolution across customer channels. This role plays a key executional role in supporting retail account operations while assisting with secondary customer channels, working closely with internal teams to support a consistent and efficient customer experience.

Essential Responsibilities:

Process, review, and manage customer orders to ensure accuracy, timeliness, and alignment with customer and internal requirements.

Provide operational support for retail accounts, including order entry, order updates, issue resolution, and coordination with Sales and internal teams.

Communicate effectively with Distribution Center, Supply Chain, Sales, Brokers, and internal stakeholders regarding order status, shortages, backorders, and customer inquiries.

Respond to customer inquiries and resolve service issues; escalate high-impact issues to the Customer Operations Manager as appropriate.

Support international, direct-to-consumer, liquidation, specialty, and direct selling customer channels as assigned, ensuring service needs are met without disrupting core retail support.

Assist with operational setup and execution for new item launches, product changes, and discontinuations by supporting order setup and customer communication.

Maintain accurate customer, order, and item data within systems; identify issues or inefficiencies and recommend improvements to the Customer Operations Manager.

Collaborate with the Customer Operations team to improve workflows, communication, and service execution; participate in training and process improvement initiatives.

Provide backup support to Customer Service Representatives during periods of high volume, absences, or coverage gaps, ensuring service levels, order accuracy, and response standards are maintained.

Affirmative Action/Equal Employment Opportunity:

The Watkins Company is committed to equal opportunity for all qualified individuals and will not discriminate or harass any employee or applicant because of race, creed, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, marital status, status with regard to public assistance, or any other protected status.

Education and Experience Requirements:

Associate’s or Bachelor’s degree in Business, Operations, or related field preferred; equivalent experience considered.

Minimum 4 plus years experience in customer service, customer operations, order management, or account support.

Experience supporting retail customers or working within a CPG, consumer goods, or distribution environment preferred.

Demonstrate intermediate proficiency in Microsoft Office including Excel, Word and PowerPoint.