Sales Operations & Customer Support Specialist

Greenwood Village, CO/Hybrid Role

Revised June 2026

THIS IS NOT AN IT POSITION

REQUIRES ON-SITE WORK 3 DAYS/WEEK

Position Summary

The Sales Operations & Customer Support Specialist plays a pivotal role in delivering an

exceptional customer experience while supporting Arq’s commercial growth objectives. Serving

as the operational hub between customers, Sales, Supply Chain, Operations, Finance, and

Technology, this position ensures the seamless execution of the order-to-cash process, provides

commercial analytics, supports strategic account management, and drives continuous process

improvement.

This role combines customer relationship management, sales operations, business analytics, and

operational excellence to ensure customers receive outstanding service while enabling the

commercial team to focus on growing the business.

Key Responsibilities

• Serve as the primary operational contact for assigned customer accounts and build trusted relationships through proactive communication and exceptional service.
• Coordinate customer orders from receipt through delivery, partnering closely with Supply Chain, Operations, Logistics, and Finance to ensure on-time fulfillment.
• Manage pricing, order entry, invoicing, documentation, and customer master data within NetSuite and other commercial systems.
• Partner with Sales Directors to support customer opportunities, contract execution, pricing updates, and account planning.
• Manage Customer Action Reports (CARs), ensuring timely investigation, corrective action, customer communication, and closure.
• Collect customer forecasts and demand information to improve production planning and business visibility.
• Prepare recurring commercial reports including sales volumes, order trends, forecast accuracy, customer metrics, and KPI dashboards.
• Analyze customer trends and recommend improvements that enhance customer
• satisfaction, operational efficiency, and revenue performance.
• Identify and implement process improvements that simplify workflows, improve data
• quality, and reduce manual effort.
• Support commercial audits, compliance activities, and documentation requests

Qualifications

• Bachelor's degree in Business, Supply Chain, Marketing or related field; equivalent experience considered.
• 3+ years of experience in customer success, commercial operations, sales operations, account management, supply chain, or customer service within a manufacturing or industrial environment.
• Experience with ERP systems (NetSuite preferred), CRM platforms, Microsoft Excel, and Microsoft Teams. Power BI, Salesforce, or data visualization experience preferred.
• Demonstrated ability to manage multiple priorities while maintaining exceptional accuracy.

Core Competencies

• Customer Focus
• Business Acumen
• Analytical Thinking
• Continuous Improvement
• Collaboration & Influence
• Communication
• Execution & Accountability
• Adaptability
• Problem Solving
• Learning Agility

Success in the First Year

• Develop trusted relationships with assigned customers and internal stakeholders.
• Improve responsiveness and customer satisfaction.
• Deliver accurate, timely commercial reporting and forecasting.
• Recommend and implement measurable process improvements.
• Support commercial growth through operational excellence.

Physical & Work Requirements

• Hybrid office environment with regular on-site collaboration.
• Ability to sit or stand for extended periods and use a computer throughout the workday.
• Occasional travel (less than 10%) for meetings, training, or customer visits.
• Ability to occasionally lift up to 20 pounds.

Arq is an Affirmative Action, Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Benefits for eligible employees include medical, dental, vision, STD/LTD, Life/ADD, 401k and paid time off