Just-in-Time Customer Operations Support

POSITION SUMMARY

The Just-in-Time (JIT) Customer Operations Support role provides critical customer service and sales support for a valued just-in-time customer by helping ensure customer needs are addressed accurately, efficiently, and with a high level of responsiveness. This position serves as a key point of coordination between the customer, sales team, customer service, and Houston warehouse to support order activity, inventory visibility, shipment follow-up, reporting, and timely issue resolution. Through strong communication, attention to detail, and cross-functional follow-through, this role helps maintain service levels, strengthen customer relationships, and support successful day-to-day program execution.

ESSENTIAL DUTIES

• Serve as a primary administrative and customer service support resource for a key just-in-time customer program, helping ensure accurate, responsive, and timely coordination of customer requirements.
• Support the daily operation of the customer program by coordinating requirements, checking production status with the mounting department, validating and reporting inventory availability, communicating warehouse crew priorities, following up on shipments, preparing reports, and supporting invoicing activities.
• Serve as an important connection between the customer, the Houston warehouse, the Customer Service Team, Sales, and internal operations to support both NLA and distribution center-related activities.
• Coordinate with the Houston warehouse to monitor inventory availability, order visibility, delivery expectations, warehouse priorities, and time-sensitive customer requirements.
• Maintain regular communication with customers, field sales, customer service, warehouse personnel, and production-related teams to support service levels, resolve questions, and follow through on open items.
• Build and maintain strong customer-facing rapport, including the ability to communicate professionally, de-escalate concerns, and handle difficult customer situations with urgency, accuracy, and follow-through.
• Proactively identify and resolve problems by assessing customer needs, operational constraints, inventory or shipment concerns, and other time-sensitive issues while remaining professional and solution-focused in difficult situations.
• Prepare, maintain, and distribute sales, customer, inventory, shipment, invoice, and program-related reports to support customer commitments, internal visibility, and operational decision-making.
• Maintain accurate customer, contact, opportunity, order, invoice, and account information in M3, CRM, ERP, and related business systems.
• Use intermediate Excel skills, including pivot tables, XLOOKUPs, and data consolidation, to manipulate data, pull information together, validate details, and support reporting needs.
• Apply a working understanding of manufacturing, mounting, warehouse, and distribution operations to support order flow, inventory visibility, customer commitments, and issue resolution.
• Support the sales team with presentations, RFQ support, program agreements, meeting preparation, follow-up actions, and general administrative needs.
• Participate in customer, sales, warehouse, and internal meetings as needed to support relationship management, program execution, and timely communication of customer requirements and operational priorities.
• Assist with customer escalations by gathering information, coordinating with appropriate departments, and helping drive timely resolution of service, order, shipment, inventory, invoice, or reporting matters.
• Support the annual physical inventory process, including periodic cycle counts throughout the year.
• Communicate fluently in English and Spanish, as needed, to support customer, warehouse, customer service, and internal operational communications.
• Perform other duties and responsibilities as assigned by management.

QUALIFICATIONS

• Strong customer service, sales support, and administrative coordination skills with the ability to support internal teams and external customers professionally and accurately.
• Ability to manage order follow-up, customer requests, reporting needs, and daily priorities in a fast-paced sales and warehouse support environment.
• Strong attention to detail and data accuracy when entering, updating, tracking, and reporting customer, order, sales, and inventory-related information.
• Intermediate experience and ability in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook, with the ability to prepare reports, presentations, correspondence, and related sales support materials.
• Working knowledge of CRM, ERP, order entry, or inventory systems, with the ability to maintain accurate account, contact, opportunity, and order information.
• Excellent written and verbal communication skills with the ability to interact effectively with customers, sales team members, customer service, warehouse personnel, and management.
• Strong organizational and time management skills with the ability to prioritize multiple requests, meet deadlines, and follow through on open items.
• Ability to identify issues, coordinate with appropriate departments, and support timely resolution of customer, order, reporting, or shipment-related matters.
• Ability to problem-solve, remain composed, and work through challenging customer, operational, inventory, shipment, or reporting situations with a professional and solution-focused approach.
• Ability to maintain confidentiality, demonstrate professionalism, and build positive working relationships across departments.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required; associate or bachelor’s degree in Business Administration, Sales, Supply Chain, or a related field preferred.
• 1–3 years of experience in sales administration, customer service, order management, analytics, inside sales support, or a related administrative support role preferred.
• Experience supporting sales teams, customers, and internal departments with order follow-up, reporting, account coordination, and timely issue resolution.
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook; experience with CRM or ERP systems preferred.
• Experience in a warehouse, distribution, manufacturing, or industrial sales support environment is required.

SUPERVISORY SKILLS

• This position currently has no direct reports; however, this position may be responsible for assisting with employee training activities, including onboarding new hires, supporting internal transfers, and providing ongoing skills development as needed.

LANGUAGE SKILLS

• Bilingual required: English & Spanish
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals in English.   
• Ability to communicate clearly and accurately in English in writing or verbally to co-workers, supervisors, customers, and suppliers in person, email, or via telephone.

SCHEDULE/TRAVEL

• This position requires onsite support and will be based full-time in the office. 
• This position will be Monday – Friday but must be flexible to support off‑hours or urgent issues as needed.
• Travel will be less than 10% but may be required on occasion based on business needs.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Physical demands may include extended periods of sitting, computer use, and operating standard office equipment such as a phone, copier, scanner, keyboard, and mouse.
• Must be able to safely lift up to 25 pounds and occasionally stand, walk, bend, reach, or move throughout office and warehouse areas as needed.
• Work environment will include office and warehouse settings.
• May occasionally enter warehouse areas where forklifts, moving equipment, palletized product, noise, and temperature variations may be present.

BENEFITS