About Hearing Components, Inc. (dba Comply™ Foam):
Hearing Components’ mission is to create innovative solutions that transform how people listen and protect their hearing. We are rapidly growing and are continually launching new products that greatly enhance user experiences through the development of new market opportunities. We are driven by our core values of Excellence, Discipline, and Courage. We believe that when our culture is coupled with engaged leadership, it creates a team-centric environment that helps us realize our vision to be the world’s #1 connection to the ear while being the global standard for comfort and performance in audio and hearing protection. It will be an exciting journey for the right candidate, and we look forward to working with you!
Purpose/Scope:
The Operations Specialist plays a key role in delivering seamless customer experience while managing customer service, business to business order management, and procurement activities. This role serves as a critical link between the customer and internal operations, managing customer communications, order processing in Business Central, procurement, fulfillment coordination, and returns. The ideal candidate is highly organized, customer-focused, tech-savvy, and able to effectively balance front-line customer engagement with detailed operational execution.
This position reports to the Director of Operations and is a key member of the Operations Team.
Order Management (35%)
- Lead order entry by receiving, accepting, and manually entering/uploading customer purchase orders into ERP system.
- Create and update customer cards, pricing lists, and billing/shipping contacts.
- Manage operational aspects of Amazon Vendor Central and Seller Central, including EDI processing, orders processing, inventory management and shipping processes.
- Initiate communication with key stakeholders regarding shipment quotes, dates, tracking information, and delays on orders.
- Create and maintain customer and vendor cards.
- Assist Master Scheduler with creating and generating new part numbers and work in tandem on planning current and new production orders to ensure customer and internal orders are met.
Customer Service Correspondence (35%)
- Respond promptly and professionally to B2C and B2B customers via Zendesk, email and phone.
- Resolve order issues, shipping questions, and product inquiries with empathy and accuracy.
- Maintain a customer-first approach while balancing efficiency and clarity in all communications.
AI Tool Management & Optimization (10%)
- · Manage the Yuma AI platform, including optimization, monitoring, and administration to automate customer service tickets, order status updates, returns processing, and other repetitive operational tasks.
Purchasing (10%)
- Processed internal purchase requests and created purchase orders for the Operations, Foam Line, R&D/Engineering, and Office departments.
- Managed month-end credit card statements, including reconciliation, expense verification, and timely payment processing.
Customer Insight & Reporting (10%)
- Act as liaison between Operations and Sales Organizations for standard and special requests
Job Specifications
- 2+ years of experience in customer service, order management, procurement, or operations
- Strong customer focus and business acumen, with a proven ability to build relationships, engage customers, and communicate effectively.
- Experience with customer service and support platforms such as Zendesk, Gorgias, Yuma, or similar CRM/helpdesk systems; ability to quickly learn new platforms and technology.
- Tech-savvy with strong computer skills and proficiency in Microsoft Office Suite, including Excel and Word.
- Experience with ERP systems (Business Central preferred), Amazon Vendor/Seller Central, and EDI platforms (SPS Commerce) highly preferred.
- Strong written communication skills and attention to detail.
- Ability to multitask and stay organized in a fast-paced environment.
- Team-oriented mindset with a proactive, problem-solving approach.
Physical Requirements Necessary to Perform this Job
- · Effectively communicate, including following oral and written instructions, in order to communicate with people inside and outside the organization.
- Able to effectively use office equipment to review and create information.
- The ability to lift objects weighing up to 30 pounds.
- Work at a desk for extended periods of time and perform long hours of work at a computer.
- Frequently stand and walk to move around office/building repeatedly throughout the day.
- Able to work a flexible work schedule, including overtime, nights and weekends as required including attending events/meetings as needed.
Pay: $24.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
Work Location: In person
