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Operations Generalist Team Lead

Wilson Language Training

Wilson Language Training

This job is no longer accepting applications

See open jobs at Wilson Language Training.
Oxford, MA, USA
Posted on Thursday, February 1, 2024

This role focuses on customer satisfaction and supports departmental goals by accurately responding to customer requests in a professional, positive manner. This includes data processing, communicating product and service information, providing basic technical assistance, and responding to customer inquiries. The Operations Generalist Team Lead will also provide support and training for the Operations Generalist and Order processing teams, will work on special projects, and may represent the team in interdepartmental meetings.

Essential Job Functions:

  • Coach and support co-workers to work at peak performance.
  • Is the point of contact for Operational Generalists when the Order Entry Supervisor is not available.
  • Respond to customer inquiries received via telephone, e-mail, fax, mail, and in-person regarding materials and processing orders.
  • Ensure accurate and timely customer responses and follow-up.
  • Determine what information best suits customer requests and, when necessary, make appropriate interdepartmental referrals.
  • Identify when exceptions are required and bring to the attention of the departmental point person or manager.
  • Maintain strong working knowledge of all company products, services, and promotions.
  • Supports the events team with public workshop attendance reconciliation.
  • Provides precise details of each product line and corresponding materials, including catalog descriptions and pricing.
  • Provides support with processing professional learning invoices for the annual conference and public workshops.
  • Process orders received by mail, fax, email, and purchase orders from the online store.
  • Provides support with processing FunHub subscription orders & quote requests.
  • Process multi-location orders where a customer needs to ship to multiple locations and collaborate with FSG on any special billing requirements.
  • Process International Orders by gathering Brokerage information and collaborating with the MDC managers to ensure these orders are processed successfully.
  • Communicate with other departments on behalf of the Operations department or in the absence of or in the assistance of the Order Entry Supervisor.
  • Represent the Operations department in meetings.
  • Understand and display WLT’s values.
  • Other duties as assigned.

Additional Job Functions:

  1. Maintain and update customer records as needed.
  2. Assists with the archival paperwork digitization project.
  3. Support with logistical aspects of the Wilson Conference
  4. Assist with the distribution of Operations mail.
  5. Participate in departmental and organizational projects to improve and develop procedures and functions.

Minimum Requirements:

  • Sitting at a computer station continuously for long periods of time.
  • Working with and learning computer programs as implemented by Wilson Language Training.
  • Communicating clearly and professionally over the phone and in person.


  • High degree of comfort with Desktop Computer functions.
  • Basic Internet navigation skills.
  • Ability to reliably demonstrate all the skills and responsibilities of the Operations Generalist


  • High School Diploma or G.E.D.
  • College Degree or equivalent work experience preferred.


  • At least three years of customer service experience.
  • Experience in a professional office environment preferred.
  • Exposure to NetSuite or ERP system is a plus.

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay, and allocation between base and any target discretionary bonus, will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations. Wilson offers competitive benefits, including:

  1. Medical, dental, vision, and Life & Disability Insurance
  2. 401k plan with partial employer match
  3. Paid Time Off
  4. Paid holidays
  5. Tuition reimbursement
  6. “O’Connor days,” which refers to a company-wide office closure between Christmas and New Year’s Eve, as well as other perks.

Anticipated Salary Range: $45,000 - $56,000.

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V

This job is no longer accepting applications

See open jobs at Wilson Language Training.