Director Customer Operations Jobs in Baltimore, MD

Mobile Communications America, Inc. (MCA), your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Operations Specialist in Baltimore, MD to support our fast-growing Security division.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

Position Summary: The Customer Operations Specialist plays a critical role in supporting the MCA Security Division by ensuring accurate order processing, billing, and account management. This position collaborates with Sales, Operations, and Finance teams to drive efficiency and maintain customer satisfaction. The ideal candidate will have strong attention to detail, organizational skills, and experience in customer operations or related fields.

What You Will Be Doing:

• Review sales booking packages and process order bookings, including MAC (Moves, Adds, Changes), Box Sales, Projects, Subscriptions, and Licenses.
• Set up projects in the ERP system and process change control requests.
• Collaborate with Sales to resolve booking rejections.
• Process daily billings for Service and Install.
• Manage SLA (Service Level Agreement)/ SecurePlan expirations and renewals.
• Quote and process subscription renewals while tracking software license expirations and renewals.
• Establish and manage billing cycles for subscriptions.
• Ensure timely invoice collection by contacting customers and managing collection activities for aged balances.
• Communicate with customers regarding new billings and overdue balances.
• Work with the Operations team to correct billing discrepancies.
• Issue invoice corrections and credits as needed.
• Edit Sales Orders for MAC and Box Sales jobs.
• Create NCCO (No Charge Change Order) Sales Orders and communicate Sales Order numbers to PM1 or PM2/PC for ordering.

What You Will Bring to the Team:

• 2+ years of experience in customer operations or related fields such as: Customer Service, Scheduling/Dispatch, Accounts Payable/Accounts Receivable (AP/AR), Purchasing, Shipping/Receiving, Inventory Management, Sales Support, etc.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) products.
• Strong verbal and written communication skills with the ability to interact at all levels of the organization.
• Ability to work independently, manage priorities in a fast-paced environment, and meet deadlines.
• Strong organizational and administrative skills with attention to detail.
• High level of integrity and discretion in handling confidential information.
• Experience in accounts receivable is a plus.
• Prior experience in an office setting is preferred.

Your Environment and Physical Requirements:

The physical environment requires the employee to work inside.

While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending, frequently utilize near vision use for reading and computer use; occasionally move equipment weighing up to 15 pounds, and frequently position self to maintain computers or other equipment as needed.

Travel Requirements:

Travel as necessary to support company and customer needs.

Direct Reports:

No Direct Reports

Who We Are:

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

What We Believe:

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our "Service First DNA" culture. Service isn't just a motto for MCA, it's an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.

Note: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are "better together."