Sales Operations Manager

Summary

Join our team as the new Sales Operations Manager (Customer Service)! You will oversee order management, troubleshoot Shopify and NetSuite integration issues, and ensure timely order fulfillment. This role demands strong e-commerce, ERP system, and customer service expertise. Proactive problem-solving and excellent communication are essential. You will report to the Customer Experience Director and work remotely. The position offers a competitive salary, benefits, and a flexible work environment.

Requirements

• 3+ years of experience in sales operations, customer service management, or e-commerce order processing
• Strong experience with Shopify and NetSuite, including order management and troubleshooting
• Excellent problem-solving skills with a proactive approach to identifying and resolving issues
• Strong communication skills, both written and verbal, with the ability to work cross-functionally
• Experience working with warehouse, logistics, and finance teams to coordinate order fulfillment
• Ability to analyze data and identify trends to improve processes and customer experience
• Detail-oriented with excellent organizational skills and the ability to multitask in a fast-paced environment

Responsibilities

• Manage and resolve Shopify order issues in NetSuite, ensuring accurate order fulfillment
• Monitor order processing workflows, identifying and resolving discrepancies between Shopify and NetSuite
• Collaborate with supply chain, warehouse, and finance teams to ensure seamless order fulfillment and invoicing
• Troubleshoot integration errors between Shopify and NetSuite, working with internal IT teams or external vendors to resolve issues
• Oversee customer inquiries related to order status, shipping, and billing, ensuring prompt and accurate responses
• Develop and implement best practices for order management and customer service workflows
• Analyze order trends, return rates, and issue patterns to recommend process improvements
• Train and support customer service representatives on NetSuite order processes and troubleshooting
• Create and maintain documentation for order processing procedures and issue resolution workflows
• Report on key performance metrics related to order accuracy, fulfillment speed, and customer satisfaction
• Monitor and manage SKUs in "shortfall" status to proactively address oversold inventory, coordinating with supply chain, warehouse, and customer service teams to minimize order disruptions and communicate solutions to customers
• Manage all order claims with the warehouse, including handling damaged, lost, or missing shipments to ensure timely resolution

Preferred Qualifications

Familiarity with customer service platforms (e.g., Gorgias, Zendesk) is a plus

Benefits

• Paid time off (flexible)
• Paid holidays
• Insurance: Health, dental & vision
• 401(k) + Company match
• Free product allowance