Job description

About Us: Lumencor, Inc. manufactures high-performance solid state lighting subsystems—commonly known as "light engines"—for bioanalytical instruments, medical devices, and life science research tools. Our innovative products are sold worldwide to OEMs, distributors, laboratories, and individual researchers. With 70+ employees and growing, Lumencor offers a dynamic, collaborative environment where your work, ideas, and contributions truly matter. Position Overview: The Customer Operations Coordinator serves as the operational link between Lumencor's commercial and manufacturing teams. This role manages customer orders from receipt through shipment, coordinates production and delivery information across internal teams, and serves as a primary point of contact for internal stakeholders and key OEM customers. The ideal candidate brings meaningful experience in customer operations, order management, sales operations, or a related manufacturing environment. This person combines exceptional attention to detail with strong judgment and communication skills, can independently manage competing priorities, and is comfortable coordinating directly with customers and cross-functional leaders. The role is intended for someone who can quickly establish reliable ownership of core responsibilities and grow into broader process, account, and functional leadership as business needs evolve. This is a full-time, exempt, onsite position Mon-Fri located in Beaverton Oregon . Responsibilities: Order Management & Contract Review Review incoming purchase orders for completeness, accuracy, pricing, terms, and product configuration requirements. Process new orders and order changes accurately and efficiently in Lumencor's ERP/ manufacturing database system. Verify customer information, shipping details, billing information, and product specifications. Coordinate with internal stakeholders to resolve discrepancies and obtain missing information required to process orders. Maintain accurate order records and supporting documentation. Customer & OEM Account Coordination Serve as a primary point of contact for customer inquiries regarding order status, lead times, shipments, and delivery schedules. Communicate proactively with customers regarding order acknowledgements, anticipated shipment dates, delays, and changes to delivery commitments. Develop strong working relationships with procurement, supply chain, and operations contacts at key OEM accounts. Lead regular operational discussions with assigned OEM customers to manage forecasted demand, production schedules, delivery requirements, risks, and action-item follow-through. Maintain current account operating information, including key contacts, commitments, forecast assumptions, open issues, and escalation needs. Resolve customer concerns in a professional and timely manner. Sales ownership remains with the assigned commercial lead unless explicitly designated otherwise. Manufacturing & Supply Chain Coordination Partner closely with Manufacturing, Procurement, and Shipping teams to ensure orders move efficiently through production and fulfillment. Monitor inventory availability, build schedules, and production capacity to support customer commitments. Participate in demand planning and forecasting activities, including management of a rolling production forecast and documentation of key assumptions and risks. Support build queue planning by balancing customer priorities, available inventory, and manufacturing capacity. Communicate changes in demand, schedule risks, or supply constraints to internal stakeholders and affected customers. Sales & Commercial Operations Support Collaborate with Sales and Sales Operations teams to ensure accurate quotations, pricing, customer records, and handoffs from quotation through fulfillment. Work with account managers to resolve order-related issues and support customer retention efforts. Conduct account audits and maintain required customer documentation. Generate and distribute recurring operational, revenue, backlog, forecast, and order status reports that are accurate, reconciled, and delivered on schedule. Assist with post-sales support activities and customer follow-up initiatives. Process Improvement & Systems Administration Maintain and document standard operating procedures related to customer operations and order management. Identify opportunities to improve workflows, reporting, data quality, service standards, internal handoffs, and escalation paths. Partner with IT and Operations teams to enhance internal systems and business processes. Support ongoing maintenance of pricing, quoting, customer, forecast, and order management data across company systems. Help create repeatable processes that can scale as transaction volume, customer complexity, and team capacity grow. Accounts Receivable Support Assist with customer payment inquiries and past-due account follow-up activities. Coordinate with Sales and Finance on strategies for resolving delinquent accounts. Manage customer communications related to payment notices, documented commitments, and associated penalties. Escalate material payment risks or unresolved commitments through the appropriate internal channels. Developing Area: White Glove Customer Onboarding & Service As business needs develop, design and deliver a white-glove customer journey for eligible whole-systems customers from pre-installation through onboarding and follow-up. Coordinate complete customer-facing support materials across hardware, software, reagents, and biologicals in partnership with technical and commercial stakeholders. Help define required touchpoints, documentation, internal handoffs, service standards, and escalation paths. Track onboarding completion, open issues, customer commitments, and feedback to support continuous improvement. Qualifications: Educational Requirements: This position requires: 5+ years of progressive experience in customer operations, order management, sales operations, customer service, supply chain coordination, or a related role, ideally within a manufacturing, OEM, technology, or other complex order-fulfillment environment. Demonstrated experience independently managing customer orders, exceptions, and cross-functional follow-through in an ERP, CRM, or manufacturing environment. Demonstrated ability to coordinate across Sales, Manufacturing, Procurement, Shipping, and Finance, with sound judgment about priorities, risks, and escalation. Strong organizational skills and exceptional attention to detail. Excellent written and verbal communication skills. Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Proficiency in Microsoft Office applications Preferred Experience and Training: Experience owning operational relationships with OEM, manufacturing, or technology customers. Experience with Salesforce, ERP systems, or manufacturing databases. Familiarity with production planning, forecasting, or supply chain operations. Experience working in a regulated or technical manufacturing environment. Experience coordinating customer onboarding, implementation, or post-sale service programs. Success Profile Highly organized and naturally detail-oriented. Comfortable communicating directly with procurement and operations contacts at large OEM accounts. Able to build credibility with both customers and internal teams. Proactive in identifying issues before they become problems and escalating exceptions with a proposed solution. Calm and professional when managing competing priorities and changing schedules. Curious about how products move from order entry through manufacturing, shipment, onboarding, and ongoing support. Equally comfortable reviewing transaction-level details, maintaining reliable system data, and discussing production forecasts with customers. Collaborative, resourceful, and motivated by helping teams work together effectively. Motivated to build from strong day-to-day execution into broader process ownership, strategic account operations, and functional leadership. Potential Career Progression This position offers visible room for growth for an experienced individual who establishes strong command of the core role and demonstrates the ability to take on broader ownership. Potential progression may include Customer Operations Manager and, as the function and organization grow, Senior Manager or Director of Customer Operations. The path below describes potential progression, not an automatic promotion timeline. Stage Primary Development Focus Potential Scope 1. Establish Command of the Core Establish reliable command of order entry, customer and OEM coordination, and Sales Operations support. Accurate day-to-day execution, timely communication, strong system data, clear issue ownership, and documented workflows. 2. Own the Function Assume confident ownership across order management, customer coordination, manufacturing coordination, forecasting, reporting, and accounts receivable support. Operate the full Customer Operations scope with limited management intervention and a consistent cross-functional cadence. 3. Progress to Customer Operations Manager Assume broader program, strategic account, and functional responsibility. With sustained ownership of the full Customer Operations function, strategic OEM account operations, and developing customer programs, progression to Customer Operations Manager may be appropriate. 4. Build and Lead the Function Build a scalable Customer Operations function as business need supports it. Own strategy, standards, KPIs, systems, continuous improvement, and eventually team design and leadership. Longer-term progression may include Senior Manager or Director of Customer Operations as organizational scope supports it. Progression considerations: Any change in title, compensation, reporting relationship, or formal responsibility is based on demonstrated and sustained scope, measurable business impact, organizational need, internal equity, and company approval. Review checkpoints are opportunities to assess growth; they do not guarantee promotion or compensation changes. Culture & Benefits: At Lumencor, our standards are high. Our team continually pushes to deliver the best lighting solutions the industry has ever seen. We do this by relying on the talent and ingenuity of our staff. We look for people who can think critically and creatively; people who can dream big and act responsibly as they push past boundaries in an ethical and collaborative manner. Lumencor found its beginnings in challenging the status quo by recognizing and executing on the very best of what is possible; this fundamental quality permeates through the culture of the company to this day. If this describes the type of team you would like to be a part of, we want to speak with you! Lumencor believes in a healthy work environment for all employees, and fosters teamwork and respect for others while adhering to ethical work practices. We offer a full package of employees health, dental and vision insurance as well as many other perks. Our working culture rewards effort and success while embracing imagination and diversity. We are an Equal Opportunity Employer.

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This is a full-time, exempt, onsite position Mon-Fri located in Beaverton Oregon .
Order Management & Contract Review
Review incoming purchase orders for completeness, accuracy, pricing, terms, and product configuration requirements.
Process new orders and order changes accurately and efficiently in Lumencor's ERP/ manufacturing database system.
Verify customer information, shipping details, billing information, and product specifications.
Coordinate with internal stakeholders to resolve discrepancies and obtain missing information required to process orders.
Maintain accurate order records and supporting documentation.
Customer & OEM Account Coordination
Serve as a primary point of contact for customer inquiries regarding order status, lead times, shipments, and delivery schedules.
Communicate proactively with customers regarding order acknowledgements, anticipated shipment dates, delays, and changes to delivery commitments.
Develop strong working relationships with procurement, supply chain, and operations contacts at key OEM accounts.
Lead regular operational discussions with assigned OEM customers to manage forecasted demand, production schedules, delivery requirements, risks, and action-item follow-through.
Maintain current account operating information, including key contacts, commitments, forecast assumptions, open issues, and escalation needs.
Resolve customer concerns in a professional and timely manner. Sales ownership remains with the assigned commercial lead unless explicitly designated otherwise.
Manufacturing & Supply Chain Coordination
Partner closely with Manufacturing, Procurement, and Shipping teams to ensure orders move efficiently through production and fulfillment.
Monitor inventory availability, build schedules, and production capacity to support customer commitments.
Participate in demand planning and forecasting activities, including management of a rolling production forecast and documentation of key assumptions and risks.
Support build queue planning by balancing customer priorities, available inventory, and manufacturing capacity.
Communicate changes in demand, schedule risks, or supply constraints to internal stakeholders and affected customers.
Sales & Commercial Operations Support
Collaborate with Sales and Sales Operations teams to ensure accurate quotations, pricing, customer records, and handoffs from quotation through fulfillment.
Work with account managers to resolve order-related issues and support customer retention efforts.
Conduct account audits and maintain required customer documentation.

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