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Sales Operations Manager (Customer Service)
Posted 29 days agoViewed
💎 Seniority level: Manager, 3+ years
💸 Salary: 60000.0 USD per year
🔍 Industry: E-commerce
🏢 Company: Clean Simple Eats👥 11-50E-CommerceWholesaleWellness
🗣️ Languages: English
⏳ Experience: 3+ years
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.
- Familiarity with customer service platforms (e.g., Gorgias, Zendesk) is a plus.
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.
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