Key Account Operations Specialist

Job Title: Key Account Operations Specialist
Location: Hermosillo, Sonora, Mexico (On-site)
Type of Contract: Full-Time
Salary Range: $1,200 USD + Commissions
Language Requirements: Intermediate English (written and verbal)

We are seeking a skilled Key Account Operations Specialist with experience in customer operations, sales fulfillment, and process execution to join our growing team. You will play a key role in managing operational activities throughout the customer lifecycle, ensuring requests, quotations, documentation, and order execution are completed accurately and on time. Your work will directly impact customer satisfaction, operational efficiency, and the reliability of our service delivery.

Key Responsibilities

• Serve as the primary operational point of contact for assigned customer accounts, ensuring timely and professional communication throughout the order lifecycle.
• Receive, validate, process, and coordinate customer RFQs while ensuring compliance with internal workflows and service level agreements (SLAs).
• Monitor quotations, orders, shipments, lead times, and ETA updates to maintain operational continuity and customer visibility.
• Coordinate with Engineering, Supply Chain, Sales, and other internal teams to resolve operational issues and maintain execution timelines.
• Maintain accurate customer records, opportunity tracking, documentation, and activity logs within the CRM and ERP systems.
• Execute proactive customer follow-ups, manage escalations through resolution, and communicate operational updates to maintain customer confidence.
• Identify process improvement opportunities while ensuring compliance with operational procedures, documentation standards, and workflow requirements.

Must-Have Qualifications

• Bachelor's degree in Engineering, Business Administration, Industrial Management, Operations, or a related field (preferred).
• Experience in customer operations, sales support, order management, customer service, sales fulfillment, or similar operational roles.
• Experience working with ERP and CRM platforms while maintaining accurate documentation and customer records.
• Strong organizational skills with exceptional attention to detail and a process-oriented mindset.
• Excellent written and verbal communication skills with the ability to manage customer expectations professionally.
• Intermediate English proficiency required.
• Ability to prioritize multiple tasks, coordinate cross-functional teams, and maintain high responsiveness in a fast-paced environment.

Preferred Qualifications

• Experience within industrial, manufacturing, mining, rotating equipment, or pump distribution industries.
• Basic knowledge of centrifugal pumps, industrial equipment, or spare parts.
• Experience managing SLA-driven environments and customer response metrics.
• Familiarity with workflow management, operational reporting, and process improvement initiatives.
• Experience supporting technical or industrial customers.
• High level of accountability with the ability to remain calm under pressure while managing multiple priorities.

Ideal Candidate

The ideal candidate is highly organized, process-driven, and customer-focused with a strong sense of accountability. They thrive in structured environments, communicate proactively, and take ownership of operational execution from start to finish. They are collaborative, detail-oriented, and committed to delivering an exceptional customer experience through disciplined follow-through and continuous improvement.