Sales & Operations Specialist
SharkNinja APAC
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
Visit company websiteExplore more
About the role
- 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.
Requirements
- Minimum of 2 years experience in a customer operations and fulfilment with a similar scope and scale
- Additional prior experience in a logistics or sales function is beneficial
- Strong Microsoft Office and CRM systems experience (preferably Oracle)
- Zendesk experience desirable
- Proficient communicator both verbally and written, ensuring clarity and coherence in all interactions.
Benefits
- Health insurance
- Retirement plans
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer lifecycle managementorder processinginvoice processingreturns managementdata analysisKPI trackinginventory managementfulfilment processesSOP developmentEDI and WMS integration
Soft Skills
problem-solvingcommunicationsupervisionteam collaborationcustomer serviceanalytical thinkingorganizational skillsattention to detailadaptabilityleadership