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Sales Operations Manager (Customer Service) - Remote

Posted 4 weeks ago

C.S.E

Clean Simple Eats

Sales / Business
Full Time
Worldwide
$60,000/year

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Overview

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.

Benefits

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

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