Customer Operations Manager

2 weeks ago

Chantilly, Virginia, United States Dynex Technologies Full time

About Dynex Technologies: Established over seven decades ago, DYNEX TECHNOLOGIES, Inc. stands as a premier designer and manufacturer of fully automated ELISA microplate workstations, laboratory instruments, and their associated consumables and accessories. Our dedicated team comprises design and service engineers, applications scientists, marketing professionals, and precision-manufacturing specialists, all committed to continuous innovation in product design and new application frontiers. Our goal is to deliver state-of-the-art microplate processing systems that meet the stringent demands of the most challenging applications, ultimately enhancing health outcomes and improving lives.

Position Overview:

We are on the lookout for a proactive and innovative team member who is eager to contribute to the expansion of our global operations. The ideal candidate will be enthusiastic about managing and supporting the entire sales order process, both domestically and internationally, from order entry to shipment. This position involves overseeing and coordinating shipments via LTL, air, and ocean freight, as well as managing the necessary export operational activities.

Key Responsibilities:

  • Accurately generate sales orders in Syspro ERP for international distributors and direct domestic customers.
  • Prepare all essential shipping documents related to international orders, including Commercial Invoices and Chamber of Commerce documentation.
  • Process export documentation for clearing agents, such as HAWB's, MAWB's, AES, Manifests, BOL's, and COO's.
  • Ensure compliance with export document handling according to regulations and internal protocols.
  • Communicate shipment statuses effectively with customers.
  • Monitor all shipments daily and provide status updates to relevant team members.
  • Track and trace shipments, addressing any billing or shipping discrepancies.
  • Act as a liaison with customs brokers, agents, and air terminal operators as necessary.
  • Collaborate with the Operations team and freight companies to schedule pickups for timely deliveries.
  • Foster relationships with customers, carriers, and freight forwarders.
  • Evaluate third-party logistics providers.
  • Assist in managing daily customer service operations as needed.

Supervisory Responsibilities: None.

Success Factors:

  • Exceptional attention to detail and strong organizational capabilities.
  • Proficiency in two or more languages, including English.
  • Dependable, responsible, and reliable work ethic.
  • Ability to collaborate effectively within a team environment.

Minimum Qualifications / Education:

  • 3-5 years of experience in a global logistics or international customer service role, encompassing order entry, processing, customer acknowledgment, coordination with global distribution partners, and communication with freight forwarder agencies.
  • Basic understanding of standard medical laboratory practices and workflows is preferred.
  • Solid knowledge of domestic and international geography, including countries and major cities.
  • Bilingual skills are advantageous; strong command of written and spoken English is required.
  • Comprehensive understanding of state, federal, and international shipping and customs regulations.
  • Excellent communication skills with the ability to present data effectively.
  • Commitment to providing exceptional customer service.
  • Availability to work a limited number of overtime hours if necessary.

Computer Skills:

  • Proficient in MS Office with advanced skills in MS Excel; experience with HubSpot, Salesforce, and Syspro ERP is a plus.

Work Environment: Office-based, with occasional visits to the warehouse for order checks.

Physical Requirements: Must meet National Institute for Occupational Safety & Health (NIOSH) Standards.

Compensation: Yearly Salary

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