SharkNinja APAC

Operations

• Oversee the full customer lifecycle, ensuring timely and accurate processing of orders, invoice processing, returns, and customer communications.
• Identify and resolve operational bottlenecks that affect service delivery.
• Supervise third party customer service team to ensure that orders and returns are being processed successfully and on time.
• Develop and monitor standard operating procedures (SOPs) that enhance the customer experience.
• Analyse customer trends, pain points, and feedback to drive continuous improvement.
• Ensure all service-level agreements (SLAs) for response time, order processing, issue resolution, and delivery accuracy are consistently met.
• Point of contact for customers’ order and delivery queries
• Point of escalation for delivery appointments and ensuring they are made within nominated delivery windows or requested delivery dates
• Document and maintain delivery requirements documentation by customer and ensure access to the document for third party warehouse/transport teams, SN operations and commercial teams
• Work closely with warehouse and transport teams to ensure orders are delivered on time and in full.
• Work with Sales and Operations to optimise inventory accuracy and stock flow to reduce fulfilment delays and out of stocks.
• Working with Sales and Operations to determine order allocation and back-order management priorities and communicating these decisions to the warehouse and transport teams.
• Monitor cost efficiency in fulfilment processes, ensuring quality without overspending.
• Review open orders to ensure that EDI and non-EDI orders are flowing to and from WMS to ERP
• Reconcile open orders with customer open order books
• Work with sales, marketing, supply chain, product, and finance teams to support business objectives and customer-facing programs.
• Coordinate operational readiness for product launches, promotions, and seasonal demand.
• Partner with IT/Systems teams to enhance CRM, ERP, and fulfilment technology tools.
• Track KPIs such as on-time delivery rate, fulfilment accuracy, return rate, customer satisfaction/CSAT, NPS, SLA compliance, and cost per order.
• Produce regular CS and Order Management performance reports for leadership.
• Use data to help sales forecast demand, inventory needs, and fulfilment capacity.

Sales & Operations Specialist

• Oversee the full customer lifecycle, ensuring timely and accurate processing of orders, invoice processing, returns, and customer communications.
• Identify and resolve operational bottlenecks that affect service delivery.
• Supervise third party customer service team to ensure that orders and returns are being processed successfully and on time.
• Develop and monitor standard operating procedures (SOPs) that enhance the customer experience.
• Analyse customer trends, pain points, and feedback to drive continuous improvement.
• Ensure all service-level agreements (SLAs) for response time, order processing, issue resolution, and delivery accuracy are consistently met.
• Point of contact for customers’ order and delivery queries.
• Work closely with warehouse and transport teams to ensure orders are delivered on time and in full.
• Monitor cost efficiency in fulfilment processes, ensuring quality without overspending.
• Track KPIs such as on-time delivery rate, fulfilment accuracy, return rate, customer satisfaction/CSAT, NPS, SLA compliance, and cost per order.