• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives
• Able to work independently up to minimal supervision on the recurrent business topics
• May act as a domain champion and initiate projects addressing business topics of moderate to high complexity
• Able to understand complex cross-functional business topics and focus on resolution
• Ensures proper backup and handover during vacation and other absence
• Applies internal policies to ensure the partner's policies and audit requirements are met 
• Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need
• Provide backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests
• Manages all claims, exceptions and special requests in the area of Customer Operations, in due time and in alignment with agreed procedures/policies, as per the received requests
• Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task
• Responsible for supply chain processes, such as inventory analysis, order fulfillment, import/export operations and shipping, for a regional or global business unit
• Produces reports using IT systems and analyzes data to develop trends for supply and demand activities; articulates findings to management.
• Reviews performance metrics on a regular basis, identifying opportunities for improvement.
• May provide training or general direction for junior staff members
• Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing open
• CSR/ Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on order status and actions taken to optimize the backlog in order to deliver the goods/services with agreed SLAs (Only B2B communication)
• Provides consultancy and guidance to customer on order management cycle (90 % email) and ensures customer is aware of the order acceptance policy

• Typically a Bachelor's degree in a technical or business discipline or equivalent experience
• Minimum of 2 years of related experience or a Master's degree and up to two years of experience

Knowledge and Skills:

• 2 or more years experience
• Essential: requirements determination using structured techniques for documentation, analysis, evaluation/ validation; decomposition of high- level information into details; abstracting low- level information; distinguishing requests vs needs; distinguishing requirements vs. solutions; classifying/ prioritizing requirements; requirements change management and traceability; identifying risks; applying creativity to solving complex problems; building relationships and working collaboratively; effective verbal/ written communication; experience in an industry domain
• Specialized: developing structured user manuals and training; business rules modeling; develop and executing acceptance test plans

• Home office/hybrid home office opportunities