Customer Operations Specialist

Primary Responsibilities

• Support day-to-day operations for Merchology’s contract customers and large enterprise accounts.
• Cook up coordination with sales, production, purchasing, customer success, and sales teams to ensure successful program execution.
• Maintain detailed knowledge of each contract customer’s program scope, requirements, and service expectations.
• Order & Project Coordination:
• Coordinate internally to ensure orders move smoothly to production to delivery.
• Track customer contract orders through the process and provide cross-functional teams updates as needed.
• Customer Store & Program Support:
• Aid in the setup of inventory for custom sites.
• Ensure products, decorations details, and samples are consistently updated.
• Monitor store activity and work with teams to resolve issues or update products as needed.
• Inventory & Fulfillment Coordination:
• Track customer inventory stored within Merchology facilities.
• Maintain inventory levels and communicate restocking needs to sales and purchasing teams.
• Customer Communication & Issue Resolution:
• Act as a key operational point of contact for customer program needs.
• Provide updates on order status, shipping timelines, and program performance.
• Troubleshoot issues related to orders, inventory, shipping, or product quality and work cross-functionally to resolve quickly.
• Reporting & Program Insights:
• Generate reports for contract customers related to orders, inventory levels, and fulfillment activity.
• Operational Process Improvement:
• Identify opportunities to streamline workflows and improve operational efficiency within contract customer programs.
• Help maintain documentation and internal processes related to contract customer operations.

Requirements

• 2+ years in customer operations, account coordination, order management, project coordination, or related operational role.
• A high school diploma or GED required; an associate or bachelor’s degree preferred.
• Strong organizational skills with the ability to manage multiple customer programs, priorities, and deadlines simultaneously.
• Experience working cross-functionally with teams such as sales, customer success, production, purchasing, and/or fulfillment.
• Excellent written and verbal communication skills, with the ability to provide clear updates and solve problems professionally.
• A strong attention to detail and accuracy in managing orders, inventory, product information, and customer program requirements.
• The ability to adapt quickly in a fast-paced environment and support changing customer and business needs.
• A proven ability to troubleshoot operational issues and drive timely resolution across multiple stakeholders.
• Proficiency with Microsoft Office Suite.
• Experience with a CRM (e.g., HubSpot) preferred but not required.

What We Offer

• Generous PTO (18 days per year).
• 8 company-paid holidays.
• Hybrid work schedule for select departments.
• 40 hours of paid volunteer time.
• 401(k) with match.
• Medical and dental insurance options, FSA, and HSA (with company HSA match), Critical Illness and Hospital Indemnity, Short- and Long-Term disability insurance options.
• Company-paid life insurance.
• Company-sponsored social events.
• Premium brand partner discounts.
• Employee-led Committees.

LOCATION

3000 Niagara Lane North, Plymouth, MN 55447

INDUSTRY

Business to Business eCommerce and Apparel

Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise.

We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion.

Salary Description

$57,000 - $60,000 K + annual bonus