Position Description: Customer Operations Team Lead
Reports To: President
FLSA Status: Non-Exempt
Location: Full-time, On-site position in Everett, WA
Position Summary
The Customer Operations Team Lead serves as the vital link between front-line customer service, order execution, production scheduling, and sales. In this hands-on leadership role, you will oversee day-to-day order administration, facilitate smooth cross-departmental communication, monitor job progress through production, and mentor customer operations representatives to deliver high-precision customer execution.
Key Responsibilities
Team Leadership & Daily Operations
- Workflow Supervision: Direct the daily order-entry, quoting support, and customer communication workflows for the Customer Operations team.
- Mentorship & Training: Onboard, train, and guide team members on ERP/MRP systems, order verification standards, and internal escalation protocols.
- Coverage & Escalations: Serve as the primary point of contact for complex order issues, delivery delays, scope changes, and high-priority customer inquiries.
Cross-Functional Execution & Order Tracking
- Floor Coordination: Partner closely with Sales, Engineering, Sourcing, and Production Leads to ensure order specs and delivery timelines align across departments.
- Bottleneck Identification: Monitor open sales orders in the ERP system, proactively identifying potential risks, lead-time variances, or material delays before they impact customer commitments.
- Quoting & Order Accuracy: Ensure precise data entry for incoming orders, technical quote requests, bill of materials (BOM) changes, and customer records.
Process Optimization & Reporting
- Process Improvement: Continuously audit order-to-cash workflows to eliminate redundancies, reduce order processing errors, and improve cycle times.
- Metric Tracking: Track and report key performance indicators (KPIs) such as order accuracy, on-time delivery rates, and response times to operations leadership.
Qualifications & Experience
- Education: High School Diploma or Associate/Bachelor’s degree in Business, Supply Chain, Operations, or a related field (or equivalent experience).
- Experience: 3+ years in customer service, order management, or operations coordination within a manufacturing or technical production environment.
- Leadership Experience: 1+ years leading, supervising, or acting as a senior/lead team member.
- Systems Knowledge: Strong proficiency with ERP/MRP platforms (e.g., JobBOSS, NetSuite, SAP, or similar) and Microsoft 365 (Excel, Teams, Outlook).
Key Competencies
- Cross-Functional Communication: Ability to collaborate seamlessly with machine operators, technical engineers, sales executives, and senior leaders.
- Detail & Accuracy: High attention to detail with an audit-focused mindset toward data, part numbers, pricing, and specs.
- Problem-Solving & Urgency: Strong track record of taking initiative to clear operational roadblocks swiftly and professionally.
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Work Environment & Physical Requirements
Full-time, On-site position in Everett, WA. This role operates in an office environment with regular interaction on the production floor to validate process assumptions, review manufacturing methods, and coordinate with operations personnel. Requires prolonged use of data entry, spreadsheets, ERP systems, email, and telephone. Must be able to lift up to 25 lbs. and perform basic physical movements including bending, reaching, and standing for moderate periods. Compliance with all facility safety, PPE, and ESD requirements is mandatory when in production areas.
Regulatory / Compliance Requirement
This role operates within a regulated manufacturing environment and must ensure all activities and customer-facing estimates comply with ITAR, RoHS, UL, IPC, ISO 9001, ISO 13485, and AS9100 requirements. The Data Entry Specialist - must maintain awareness of export control implications as they relate to customer RFQs, technical data, and scope of work.
Standard Disclaimers
At-Will Employment: Employment is at-will. Either the employee or Paragon Manufacturing may terminate employment at any time, with or without cause or notice, subject to applicable law. Washington is an at-will state, though employers may not retaliate against employees for exercising protected rights.
Equal Employment Opportunity: Paragon Manufacturing is an Equal Opportunity Employer and does not discriminate on the basis of any status protected by federal, Washington State, or local law. Washington’s Law Against Discrimination prohibits discrimination and retaliation in employment.
Reasonable Accommodation: Paragon Manufacturing provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.
Other Duties: This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of duties. Responsibilities may change based on business needs.
Export Control Compliance: This role may require access to information subject to U.S. export control laws, including ITAR. Employment is contingent upon the ability to comply with those requirements.
This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, compensation, benefits, training, discipline, and termination.
Pay: $33.65 - $36.06 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person