Our new Sales Operations Manager (Customer Service) will be responsible for overseeing order management, troubleshooting issues between Shopify and NetSuite, and ensuring timely fulfillment. This role requires a strong understanding of e-commerce platforms, ERP systems, and customer service best practices. The ideal candidate will have a proactive approach to problem-solving and a strong ability to communicate with internal teams and customers. This position reports to our Customer Experience Director.

In Short

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.

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.