Operations & Customer Experience Manager | Worship

Position Summary

The Operations Manager manages the day-to-day operational activities of the Church Plaza business, with primary responsibility for post-sale customer communications, order management, fulfillment coordination, invoicing support, customer service, and sales support. Reporting to the Director of Church Plaza, this role serves as a key operational partner to the Director and sales team, helping ensure customer orders are processed accurately, fulfilled efficiently, and communicated effectively from order placement through delivery and invoicing.

Key Responsibilities

• Order Management & Fulfillment

• Manage the post-sale order process to ensure customer orders are processed accurately and fulfilled in accordance with customer expectations.
• Prepare and coordinate Order Confirmations, Order Updates, Arrival Notices, shipment tracking information, and other customer communications.
• Monitor Quick Ship and Generation orders to ensure they move through fulfillment and ship in a timely manner.
• Capture and coordinate Future Ship Date requests and ensure orders are scheduled according to customer requirements.
• Track incoming shipments and containers and maintain accurate shipment schedules and order-status information.
• Proactively identify potential order delays, discrepancies, or fulfillment issues and coordinate appropriate resolution.
• Maintain accurate and current order information within applicable business systems.

• Customer Experience & Issue Resolution

• Serve as a primary operational point of contact for post-sale customer communications and inquiries.
• Provide customers with timely and proactive communication regarding order status, shipment timing, delivery, and other order-related matters.
• Respond to and resolve customer questions, concerns, and order-related issues in a professional and timely manner.
• Manage claims associated with damaged shipments and coordinate resolution with customers, vendors, carriers, and other parties as appropriate.
• Handle customer inquiries regarding replacement and service parts and coordinate appropriate resolution.
• Escalate significant customer issues or business decisions to the Director of Church Plaza as appropriate.
• Identify recurring customer issues and recommend process improvements that enhance the customer experience.

• Sales Support & Coordination

• Partner closely with the Church Plaza sales team to support an effective transition from the sale through fulfillment and delivery.
• Provide sales representatives with accurate and timely information regarding order status, product availability, shipping, and customer-related issues.
• Proactively communicate potential delays or operational challenges that could affect customer commitments.
• Place and coordinate orders for sample chairs and maintain an accurate Sample Log.
• Provide shipment tracking information to sales representatives once samples have shipped.
• Afford assistance to the sales team with order-related requests, information, and problem solving as needed.
• Provide the Director and sales team with operational insight regarding recurring customer needs, vendor issues, and fulfillment challenges.

• Vendor, Purchasing & Logistics Coordination

• Prepare and place Drop Ship Purchase Orders with vendors accurately and in a timely manner.
• Maintain effective communication with vendors, factories, freight providers, and other operational partners.
• Track vendor and shipment commitments and follow up proactively when orders are at risk of delay.
• Cook up and coordinate resolution of vendor, freight, or logistics issues that could affect customer orders.
• Maintain accurate information regarding incoming shipments, containers, expected delivery dates, and associated customer orders.

• Invoicing & Accounts Receivable Support

• Prepare and send customer invoices for Custom Orders and other orders requiring payment.
• Maintain accurate Balance Due Reports and conduct appropriate customer follow-up to support timely payment.
• Cook up and coordinate with the Director of Church Plaza and Finance as needed to resolve invoicing, payment, or account discrepancies.
• Ensure order and fulfillment information required for accurate invoicing and financial reporting is maintained and communicated appropriately.

• Operational Coordination & Continuous Improvement

• Maintain visibility into open orders, problem orders, incoming shipments, outstanding customer issues, and other operational priorities.
• Provide the Director of Church Plaza with timely information regarding significant operational issues, risks, and trends.
• Identify opportunities to improve order management, customer communications, fulfillment, reporting, and administrative processes.
• Develop and maintain clear processes and documentation that support consistent and accurate execution.
• Help ensure operational systems, tools, and information are maintained accurately and used effectively.
• Cook up and coordinate across sales, customers, vendors, Finance, and other internal resources to resolve operational issues and keep work progressing efficiently.
• Maintain adequate office supplies and coordinate other administrative requirements necessary for the smooth day-to-day functioning of the office.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Management, or a related field preferred, or equivalent relevant experience.
• 5+ years of experience in operations, order management, customer service, logistics, sales support, or a related business function.
• Demonstrated experience coordinating complex customer orders involving vendors, freight providers, and multiple stakeholders.
• Strong customer service orientation and demonstrated ability to resolve issues professionally and effectively.
• Exceptional organizational skills with the ability to manage multiple orders, priorities, deadlines, and customer requirements simultaneously.
• Strong attention to detail and commitment to accuracy and follow-through.
• Strong analytical and problem-solving skills with the ability to identify issues and coordinate effective solutions.
• Excellent written and verbal communication skills.
• Experience with ERP, order management, CRM, or related business systems preferred.
• Proficiency with Microsoft Office applications, particularly Excel.
• Ability to work independently, exercise sound judgment, and proactively manage responsibilities in a fast-paced, customer-focused environment.

Benefits

• No waiting period for medical, dental, and vision benefits - Available on day one
• Company-paid life insurance and employee assistance program for all employees
• 401K with company match
• Employee discount on Ubique Group products
• Free office chair for remote employees
• Ubique offers 9 paid holidays plus 1 floating holiday per year and up to 18 Accrued PTO days per year.

Location

This is an in-person role based in Saratoga, FL. Candidates must be able to work on-site.

About the Role

We are an equal-opportunity employer. We seek to employ the most qualified individuals for all our roles.