Customer Operations Specialist

  • Category
    Engineering - Engineering Consulting
  • Job type
    Direct Hire
  • Location
    Ottawa, Ontario

Adecco is currently hiring a full-time Customer Operations Specialist for our Global Health Science Client located in the west end of Ottawa, On. The ideal candidate for this position will be someone with a technical background and be able to travel internationally for Customer visits or trade shows approximately 10% of the year. It will be someone who is comfortable in completing required training and certification as a Nuclear Energy Worker.

To be considered for the position of Customer Operations Specialist, you must have either a University Degree or College Diploma in either Business, Engineering or a Mechanical / Electrical Technologist Diploma and/or a minimum of 3 to 5 years’ experience in a customer-facing commercial role (business operations or sales & marketing)  

Our client is the leading global provider of Cobalt-60 and have been in the industry for over 70 years. The gamma rays emitted by Cobalt-60 are used in the sterilization and irradiation processes for the medical device, pharmaceutical, food safety and high-performance materials industries. They offer a competitive salary, flexible work hours, benefits package and performance related bonuses. They also provide a great work/life balance and opportunities for potential professional growth.

Customer Operations Specialist Job Summary

Your principal responsibility will be to manage the business relationship for a portfolio of the client’s customers. As the voice of the customer, you will work with their internal departments of Engineering, Operations, Regulatory Affairs and Logistics to provide those customers with the company’s products and services required to run their business.

With your knowledge of the specific equipment used by the company’s customers, you will work closely with their Engineers to assist the Commercial team generate and close business proposals that provide customers with equipment refurbishments, spare parts, or new machinery. This position reports to the Senior Manager, Commercial Operations.

Customer Operations Specialist Responsibilities 
·    Have responsibility for a Customer account portfolio under the leadership of Senior Manager Commercial Operations; and for the fulfillment of customer orders relating to the client’s products and services
·    Develop and foster effective relationships with external customers and internal stakeholders; work to build and represent the company’s overall brand in a positive manner
·    Play a key role with the company’s Commercial Management Team in the negotiation and/or renewal of customer contracts
·    Gather and assess customer requirements to establish annual business forecasts
·    Drive overall results by delivering on contractual obligations within your account portfolio; meet forecast requirements and achieve business plan objectives on a monthly, quarterly and annual basis
·    Actively seek to generate new business outside of recurring contractual commitments for C188 Cobalt-60;  ie/ special source applications, irradiator equipment, spare parts
·    Gather, synthesize and share market intelligence
·    Participate in strategic and tactical business planning initiatives
·    Interface with internal cross-functional groups to establish product, logistics, and regulatory requirements necessary to complete customer shipments.
·    Leverage your mechanical aptitude to become an expert in industrial irradiator design, operation and maintenance.

Customer Operations Specialist Tasks
·    Manage customer requests, establish their requirements.
·    Interpret and execute customer contracts, ensuring strict adherence to contract terms.
·    Create and issue quotations/contracts for products and services.
·    Create sales orders in Oracle ERP system.
·    Ensure all necessary permit requirements are satisfied, as defined by external Regulatory bodies.
·    Maintain communication with customers to keep them informed on the status of their orders, arrangements for delivery, installation, etc.
·    Handle customer complaints in a timely fashion, facilitating internal information sharing to the appropriate parties.
·    Customer follow-up to assess overall performance of products or services delivered.
·    Participate with Commercial Management Team to offer input on overall business strategy, and to support the creation of commercial contracts that align with the company's business processes and overall capabilities.
·    Drive continuous improvement activities, both for internal business processes, as well as customer relationship management

Customer Operations Specialist Core Requirements

·    A University Degree or College Diploma in Business or Engineering or a Mechanical / Electrical Technologist diploma and/or 3-5 years in a customer-facing commercial role (business operations or sales & marketing)  
·    “Hands on” Mechanical / Electrical technical experience - Understanding of mechanical conveyor systems, PLC control systems, electric drives, pneumatics or hydraulics     
·    Ability to travel internationally for Customer visits or trade shows (approximately 5-10% of the year)
·    Experience with Oracle ERP considered an asset

Customer Operations Specialist Skills and Competencies
·    Proficiency of Microsoft office products essential (Excel, Word, PowerPoint)
·    A willingness to go above and beyond to enhance group dynamics and business results
·    Must be a self-starter with a positive, team-oriented approach
·    Strong Mechanical/Electrical aptitude/skills  
·    Strong communication skills essential, both oral and written
·    Strong negotiation skills
·    Demonstrated ability to organize and coordinate within schedule constraints, and handle emergent requirements in a timely manner
·    Demonstrated ability to monitor multiple deliverables (project management)
·    The ability to build and maintain strong working relationships, both internally and externally
·    Problem-solving / analytical skills to respond to customer issues
·    Must work well under pressure, motivated to meet deadlines and exceed customer expectation.

**The client requires pre-employment screening to be accepted as cleared prior to start date. Background verification may include the possibility of FBI fingerprinting

If you are interested in this Full-time Customer Operations Specialist opportunity located in the West End of Ottawa, please click apply now.



  • Apply with Adecco

Reference number CA_EN_1_021956_680471

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

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