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Key Responsibilities and Required Skills for Operations Specialist

💰 $50,000 - $85,000

OperationsLogisticsSupply ChainBusiness OperationsProcess Improvement

🎯 Role Definition

An Operations Specialist supports day-to-day business operations by managing process execution, monitoring performance against KPIs and SLAs, coordinating cross-functional workflows (logistics, inventory, customer service, finance), and driving continuous improvement initiatives. This role requires strong analytical ability, hands-on use of ERP/WMS/CRM systems, and excellent stakeholder communication to ensure reliable service delivery, cost control, and scalable operational processes.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Operations Coordinator or Operations Assistant
  • Customer Service Representative with process ownership
  • Warehouse or Logistics Associate with administrative experience

Advancement To:

  • Senior Operations Specialist or Operations Lead
  • Operations Manager / Site Operations Manager
  • Supply Chain Analyst or Supply Chain Manager

Lateral Moves:

  • Logistics Coordinator or Transportation Planner
  • Procurement Specialist or Vendor Manager
  • Process Improvement Analyst / Continuous Improvement Specialist

Core Responsibilities

Primary Functions

  • Manage end-to-end order-to-cash and procure-to-pay processes, ensuring timely order processing, accurate invoicing, and reconciliation with finance to maintain cash flow and reduce DSO (days sales outstanding).
  • Maintain and optimize inventory management processes using WMS/ERP tools (e.g., SAP, Oracle, NetSuite), including cycle counts, inventory reconciliations, and root-cause analysis for shrinkage or discrepancies.
  • Monitor daily operational KPIs (on-time delivery, fill rate, order accuracy, lead time, cycle time) and produce actionable reports that inform leadership decisions and corrective actions.
  • Coordinate cross-functional execution between customer service, fulfillment, procurement, and finance to resolve order exceptions, expedite shipments, and minimize customer impact.
  • Own vendor and carrier relationships for assigned routes or categories, negotiating rates, SLA terms, and performance scorecards to improve cost and service levels.
  • Create, maintain, and improve standard operating procedures (SOPs), work instructions, and process documentation to ensure consistent execution and reduce onboarding time for new hires.
  • Lead root-cause investigations for recurring operational issues using data-driven methods (5 Whys, fishbone diagrams), implement corrective action plans, and verify effectiveness via follow-up metrics.
  • Execute demand and capacity planning support: analyzing forecasts, aligning inventory positions, and coordinating with procurement and production to avoid stockouts and overstock situations.
  • Perform transaction-level data reconciliation between WMS, ERP, and shipping systems to ensure financial accuracy and compliance with audit requirements.
  • Support month-end close activities by reconciling operational accounts, preparing variance explanations, and collaborating with finance to correct posting or process gaps.
  • Implement process improvement projects (Lean, Kaizen, Six Sigma principles) to reduce cycle times, eliminate waste, increase throughput, and drive measurable cost savings.
  • Manage returns and reverse logistics processes, coordinating inspections, disposition decisions, refunds/credits, and refurbishment paths to recover value and minimize waste.
  • Serve as primary point of contact for escalations related to order fulfillment, shipment delays, or billing disputes, coordinating cross-functional solutions and communicating status to customers and stakeholders.
  • Configure and maintain operational settings in ERP/WMS/OMS platforms, including master data updates, workflow rules, and automation scripts to improve accuracy and reduce manual effort.
  • Prepare detailed operational dashboards and executive summaries for weekly and monthly business reviews, highlighting trends, risks, and recommended mitigation plans.
  • Conduct training sessions and hands-on coaching for operational staff on system usage, process changes, and best practices to ensure high-quality execution.
  • Ensure compliance with regulatory requirements and internal controls (safety, customs, data protection) by maintaining documentation, performing routine checks, and flagging non-conformances.
  • Manage special projects such as warehouse expansions, system implementations, or process redesign, collaborating with IT, facilities, and external vendors to deliver on scope, budget, and timeline.
  • Analyze cost-to-serve and shipping spend, recommending routing or consolidation strategies to optimize freight costs while maintaining service expectations.
  • Execute performance reviews and periodic audits of operating procedures, identifying opportunities to automate manual tasks using RPA/macros and tracking ROI of automation initiatives.
  • Support pricing and contract administration by validating operational feasibility, SLA commitments, and margin impacts prior to customer contract acceptance.
  • Maintain business continuity plans for critical operations, coordinating contingency strategies for peak seasons, site disruptions, or supplier failures.
  • Lead cross-functional Kaizen events to map current-state processes, define target-state improvements, and track benefits using clearly defined metrics and timelines.
  • Drive customer-focused improvements by analyzing NPS/CSAT feedback, correlating operational root causes, and implementing service recovery or preventative measures.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.
  • Assist in vendor onboarding logistics and ensure SLA adherence during the initial contract period.
  • Provide backup support for supply chain functions during peak volumes or team absences.
  • Coordinate interdepartmental communications for product launches or promotional events that impact operations.

Required Skills & Competencies

Hard Skills (Technical)

  • ERP systems proficiency (NetSuite, SAP S/4HANA, Oracle ERP Cloud) — master data, transactions, and configuration basics.
  • Warehouse Management Systems (WMS) and Order Management Systems (OMS) experience (Manhattan, Blue Yonder, Fishbowl).
  • Advanced Excel skills (VLOOKUP/XLOOKUP, PivotTables, INDEX/MATCH, Power Query, macros) for reporting and process automation.
  • SQL querying skills to extract, join, filter, and aggregate operational datasets for ad-hoc analysis and dashboard feeds.
  • Business intelligence and visualization tools (Power BI, Tableau, Looker) to build interactive dashboards and executive reports.
  • Data reconciliation and financial close processes (inventory adjustments, accruals, cost allocations).
  • Knowledge of supply chain concepts: inventory planning, demand forecasting, lead time analysis, transportation planning.
  • Familiarity with CRM and customer-support tools (Salesforce, Zendesk) for order issue tracking and SLA management.
  • Experience with Lean, Six Sigma, Kaizen, or continuous improvement methodologies and tools.
  • Shipping, freight, and logistics knowledge including LTL/FTL/TMS fundamentals and carrier performance management.
  • Basic project management skills and tools (MS Project, Jira, Asana) to run cross-functional initiatives and track milestones.
  • Regulatory and compliance awareness (customs, import/export rules, safety standards, data privacy).

Soft Skills

  • Strong analytical thinking and problem-solving, able to translate data into prioritized actions and measurable improvements.
  • Clear, concise stakeholder communication and reporting for executives, customers, and front-line teams.
  • Proven ability to collaborate cross-functionally and influence without direct authority.
  • Detail-oriented with a bias for accuracy and process compliance.
  • Time management and the ability to prioritize competing operational demands in fast-paced environments.
  • Resilience and adaptability during peak periods, site disruptions, or system migrations.
  • Customer-centric mindset with a focus on delivering reliable, high-quality service.
  • Leadership and coaching skills to onboard and develop operational staff.
  • Negotiation skills for vendor and carrier contract management.
  • Strong organizational skills and ownership mentality to drive end-to-end process outcomes.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent (many roles accept relevant experience in lieu of formal degree).

Preferred Education:

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

Relevant Fields of Study:

  • Supply Chain Management
  • Business Administration
  • Industrial or Systems Engineering
  • Logistics and Transportation
  • Finance / Accounting

Experience Requirements

Typical Experience Range:

  • 2–5 years of hands-on operations experience (inventory, fulfillment, logistics, or customer operations); mid-level roles typically require 3+ years.

Preferred:

  • 3–7 years of experience in operations or supply chain roles with demonstrated ownership of process improvements, ERP/WMS usage, and cross-functional project delivery. Prior exposure to Lean/Six Sigma or process automation is a strong plus.
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