Key Responsibilities and Required Skills for Operations Representative

🎯 Role Definition

An Operations Representative is the frontline specialist who ensures end-to-end execution of operational processes that keep the business running smoothly. This role focuses on order and inventory management, customer and vendor communications, SLA adherence, cross-functional coordination, data-driven reporting, and continuous process improvement. Ideal candidates are highly organized, process-oriented, technically comfortable with ERP/CRM systems and spreadsheets, and skilled at translating operational issues into scalable solutions.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative transitioning into operational execution and process ownership.
Administrative Coordinator moving into transactional operations and systems support.
Logistics or Warehouse Associate stepping into cross-functional operations and vendor coordination.

Advancement To:

Senior Operations Representative / Operations Lead
Operations Coordinator / Supervisor
Supply Chain Analyst or Logistics Manager
Process Improvement Specialist / Continuous Improvement Manager

Lateral Moves:

Account or Client Services Specialist
Inventory or Fulfillment Coordinator
Billing and Collections Specialist

Core Responsibilities

Primary Functions

Manage end-to-end order processing (receive, validate, enter, and confirm orders) across ERP/CRM systems such as NetSuite, SAP, Salesforce or Oracle, ensuring accurate SKU, pricing, and delivery information while meeting established SLA targets.
Serve as primary point of contact for customers and internal stakeholders for operational inquiries, providing timely, clear updates and resolving transactional issues to maintain high satisfaction and retention rates.
Monitor and escalate shipment and delivery exceptions by coordinating with carriers, warehouses, and logistics partners to minimize delays, manage reroutes, and ensure on-time fulfillment.
Maintain accurate inventory counts and reconcile discrepancies by investigating root causes (cycle counts, returns, write-offs) and coordinating adjustments with warehouse and procurement teams.
Execute returns and reverse logistics processes, verifying RMA requests, coordinating inspections, authorizing disposition, and updating systems to reflect reconciled inventory and refund or credit workflows.
Process and reconcile billing, invoicing, and credits in coordination with finance teams, ensuring invoices reflect contractual terms, applied discounts, and timely resolution of disputes.
Track and report operational KPIs (order fulfillment rate, on-time delivery, SLA adherence, first response time, backlog) weekly and monthly using Excel, Power BI, or Tableau to inform management decisions.
Investigate and resolve complex order exceptions (pricing discrepancies, system validation errors, compliance holds) by collaborating with sales, legal, and product teams to implement permanent fixes.
Maintain and update standard operating procedures (SOPs), process maps, and knowledge base articles to ensure consistent execution and fast onboarding of new hires.
Conduct root-cause analysis for recurring process failures and lead cross-functional continuous improvement initiatives, implementing workflow automation or policy changes to reduce manual effort and error rates.
Manage vendor and carrier relationships for day-to-day operational needs, negotiate service-level expectations, and coordinate performance reviews to improve cost, speed, and reliability.
Validate and maintain master data accuracy (customer records, billing terms, ship-to addresses, product attributes) to prevent transactional errors and support seamless order flows.
Support capacity planning and demand-smoothing activities by sharing operational insights with supply planning and sales teams to align inventory availability and delivery promises.
Coordinate with compliance and quality teams to execute audits, maintain regulatory documentation, and ensure operational activities adhere to internal controls and external requirements (customs, export controls, certifications).
Train and coach new Operations Representatives on tools, processes, and quality expectations; facilitate recurring training sessions to raise team competency and consistency.
Execute ad-hoc operational projects such as system migrations, product launches, or seasonal scaling, contributing to requirements gathering, UAT, and post-launch stabilization.
Maintain clear, timestamped records and audit trails in operational systems to support dispute resolution, internal audits, and continuous compliance posture.
Leverage basic data querying (SQL or BI tool filters) and advanced Excel (pivot tables, VLOOKUP/XLOOKUP, Power Query) to generate actionable reports and perform transactional reconciliations.
Support SLA and contract performance monitoring, proactively communicating risks and implementing corrective action plans to preserve client relationships and contractual compliance.
Coordinate internal escalations for product defects, warranty claims, or service outages with engineering, product, and customer success teams until root cause and remediation are implemented.
Participate in weekly cross-functional stand-ups and sprint planning sessions to align on priorities, surface operational bottlenecks, and ensure timely resolution of blockers.
Proactively recommend and help implement automation and tooling improvements (bots, macros, workflow rules) to reduce manual processing time, minimize errors, and scale operations efficiently.

Secondary Functions

Support ad-hoc executive and operational data requests, preparing summaries and dashboards that highlight trends, anomalies, and recommended actions.
Contribute to the organization's operational roadmap by identifying recurring failures, inefficiencies, and high-impact automation opportunities.
Collaborate with product, engineering, and data teams to translate business process needs into clear system requirements and user stories.
Participate in agile ceremonies (stand-ups, retrospectives, sprint demos) during system upgrades or project workstreams to provide operational perspective and acceptance criteria.
Assist with seasonal forecasting and temporary staffing plans to ensure operations scale effectively during peaks.
Help maintain customer-facing status pages, communication templates, and outbound notifications during outages or planned maintenance.
Support quality assurance sampling and post-implementation reviews for process changes to validate expected outcomes and document learnings.
Serve as backup for other operational functions (billing, returns, inventory control) during absences or surges to maintain service continuity.

Required Skills & Competencies

Hard Skills (Technical)

Order management systems (experience with NetSuite, SAP, Oracle, or comparable ERP platforms).
CRM and ticketing tools (Salesforce, Zendesk, ServiceNow) for customer communication and case management.
Advanced Microsoft Excel skills (pivot tables, VLOOKUP/XLOOKUP, Power Query, macros) and comfort with Google Sheets for collaborative workflows.
Basic SQL or experience using BI tools (Tableau, Power BI) to query datasets and build operational dashboards.
Inventory management and fulfilment knowledge (cycle counts, reconciliation, SKU masters).
Billing, invoicing, and refund processing experience, including reconciliation and coordination with finance.
Familiarity with logistics/carrier systems and shipment tracking (track & trace, manifests).
Experience with process automation tools and scripting basics (RPA platforms, Zapier, or scripting in Excel).
KPI design and performance monitoring — ability to define, measure, and report operational metrics.
Working knowledge of compliance and audit-ready documentation, including data retention and process control best practices.
Project coordination and requirements documentation for system implementations and operational improvements.
Experience with SLA and vendor performance management.

Soft Skills

Excellent written and verbal communication with ability to explain technical/operational issues to non-technical stakeholders.
Strong problem-solving and analytical mindset — comfortable investigating root causes and proposing practical remediation.
Detail-oriented with high accuracy in transactional work and record-keeping.
Strong prioritization and time-management skills in a fast-paced, multi-tasking environment.
Customer-focused with a service mentality and commitment to timely issue resolution.
Collaborative team player who partners effectively across functions (sales, product, finance, logistics).
Adaptable and resilient when dealing with changing priorities or high-volume periods.
Proactive ownership and accountability for assigned processes and outcomes.
Ability to work under pressure, manage escalations, and maintain composure during incidents.
Continuous improvement mindset — constantly looking for ways to simplify and scale processes.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent.

Preferred Education:

Bachelor's degree in Business Administration, Supply Chain Management, Logistics, Finance, Operations Management, or a related field.

Relevant Fields of Study:

Business Administration
Supply Chain / Logistics
Operations Management
Finance / Accounting
Information Systems / Data Analytics

Experience Requirements

Typical Experience Range:

1 to 5 years of progressive experience in operations, customer success, logistics, order management, or related transactional roles.

Preferred:

2+ years experience using ERP and CRM systems in a high-volume transactional environment.
Demonstrated track record of meeting SLA targets, resolving escalations, and contributing to process improvements.
Experience in e-commerce, manufacturing, or B2B service operations is a plus.