Customer Operations Associate

Join Us As We Empower The World To Work Out, Creating Healthier Lives Together

Our Customer Operations Associate plays a critical role in delivering an exceptional experience for Life Fitness / Hammer Strength customers. Focused on putting the customer first, and acting as the primary point of contact from order acceptance through its successful delivery and installation, the Customer Operations Associate ensures accuracy, timeliness, and clear communication at every step. They manage a high volume of orders with precision, proactively address challenges related to product availability or scheduling, and collaborate as one team with sales, shipping, and installation to ensure smooth execution. With a strong sense of urgency, attention to detail, and a drive to raise the bar, the Customer Operations Associate drives successful outcomes, ensuring that every customer receives the right products, at the right time, in the right place, and with a level of service that reflects our commitment to excellence.

This is a hybrid position based out of our Global Support Center in Rosemont, IL - M/F are remote and T-Th are in-office collaboration days.

As a Customer Operations Associate, you will:

• Enters, schedules, and makes available to ship all sales orders for their respective customers accurately and timely.
• Finding pragmatic solutions to challenges related to product availability and lead time violations that risk meeting a customer's requested timeline.
• Review reports to ensure timely communication with customers at all required touch points as well as additional provide additional communication as needed.
• Makes order adjustments in response to changing customer needs, product changes including UpRev's, phase outs etc.
• Notifies consumer sales team of any order adjustments that the customer is making.
• Assumes the lead contact role with the customer; resolves any issues that may impede prompt delivery and successful installation of customer orders.
• Notifies customer and salesforce of issues that may prevent the customer from being fully satisfied; works to resolve these issues in a timely fashion.
• Maintains accurate records of all communication with customers and sales reps.
• Maintains order attachments and notes in the system to ensure that reports are accurate and meet supervisory review based upon departmental standards.
• Keeps abreast of current production schedules, product changes, and new product instructions as they relate to existing and new customer orders.
• Participates in the development of procedures for the Customer Operations function.
• Provides assistance to new employees when needed, fostering a team environment with a focus on rapid resolution for our customers.

What Life Fitness / Hammer Strength is looking for in our Customer Operations Associate:

• Associates degree required; Bachelor's degree preferred.
• 1-3 years in customer service, order management, sales support or related function.
• Ability to work with a high volume of orders with accuracy and focus.
• Good time management skills.
• Heightened attention to detail.
• Great sense of urgency on handling customer inquiries and concerns with regards to their order(s).
• Ability to prioritize when more critical tasks or issues arise.
• Great written and verbal communication skills. Professional style of communication via e-mail and over the phone.
• Great collaborative and teamwork skills cross-functionally, including but not limited to transportation, shipping, sales, delivery & install, credit, etc.
• Great listening skills, empathy and patience while working with customers.
• Solid decision-making skills.

At Life Fitness / Hammer Strength, we think customer first, play as one team, and raise the bar on fitness innovation —in the gym and in every corner of our facilities. We persevere and get it done, with a clear purpose to inspire each other to live healthier lives. If you're ready to bring out the best in people while powering the future of fitness manufacturing, we invite you to apply.

Life Fitness / Hammer Strength takes pride in our talented employees and believes in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits, and unleash your potential. If you feel the position is right for you, we invite you to apply. We'll work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description, then we'll hop on a call to get to know you and your experience and discuss the position in more detail. If it's not the right opportunity this time, we'll always let you know.

Life Fitness / Hammer Strength offers a comprehensive package of benefits for full-time team members, including, but not limited to: a 401(k) savings plan with 4% employer match; medical, dental and vision insurance, parental, medical and military leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, paid vacation days beginning at 13 days annually, paid sick leave as provided under state and local paid sick leave laws, company paid short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance, hospital indemnity; identity protection, legal services, adoption assistance, tuition assistance, commuter benefits, employee discounts, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

Life Fitness / Hammer Strength is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. Life Fitness / Hammer Strength complies with all applicable federal, state, and local laws regarding employment, recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws.

There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness/Hammer Strength will never ask for your financial information at any part of the interview process, including the post-offer stage, and will only correspond through "@lifefitness.com" or "@indoorcycling.com" domain email addresses or "lifefitness@myworkday.com" for U.S. opportunities.