Sales Operations Manager (Customer Service) - Remote

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