About this role
This is a remote position.
- Order Fulfilment: Own end to end customer order fulfilment, coordinating with vendors, logistics and internal teams to ensure timely and accurate delivery.
- Customer Support: Serve as a key customer contact, responding to enquiries, resolving issues and managing complaints and escalations through to resolution.
- Customer Success: Build strong customer relationships, support onboarding, proactively identify customer needs and contribute to customer satisfaction and retention.
- Cross Functional Coordination: Work closely with Procurement, Vendor Operations, Logistics, Finance, Product, Engineering and Customer Success to resolve operational issues and ensure smooth execution.
- Continuous Improvement: Monitor operational and customer issues, identify recurring challenges, improve processes and contribute to the development of effective SOPs and operational workflows.
Requirements
- 4+ years of experience in Customer Operations, Order Fulfilment, Customer Success, Customer Support, Logistics, Procurement, or a related operational role.
- Demonstrated experience managing multiple customers, orders, or operational workflows simultaneously.
- Strong problem solving and issue resolution skills.
- Excellent written and verbal communication skills.
- Strong attention to detail and organisational skills.
- Demonstrated ability to take ownership and follow issues through to resolution.
- Ability to prioritise competing requirements in a fast paced environment.
- Ability to work effectively with customers, vendors, internal teams, and external partners.
- Strong judgement with the ability to resolve issues independently and escalate appropriately when required.
- Comfortable using spreadsheets, CRM systems, ticketing platforms, and other operational tools.
Preferred Qualifications
- Experience in technology, SaaS, IT hardware, device lifecycle management, logistics, or procurement.
- Experience managing international or cross border fulfilment.
- Experience working with vendors or third party service providers.
- Experience supporting customers across multiple countries or regions.
- Experience working in a remote or distributed organisation.
- Experience with order management, CRM, or customer support platfor