Customer Operations Coordinator

Job description

At Movado Group, we are committed to building the strongest brands in the industry and we are passionate about what we do. Our people are fueled by a creative spirit and a drive for excellence that are reflected in every aspect of our business. We offer the watch industry a compelling strategic vision and track record of sustained growth and we offer our employees unparalleled opportunities for career advancement. We invite you to come share in our success. Our people are the cornerstone of business – we invite you to grow your career with us. The Customer Operations Coordinator is responsible for the accurate and timely execution of customer orders from receipt through billing and operational closure across Mexico and selected LATAM markets. The role receives and validates manual and EDI purchase orders, creates and maintains SAP sales orders, manages exceptions, supports returns and billing, and protects customer commitments. The position serves as the operational link between customers, Commercial, Global Customer Operations, Accounts Receivable/Credit, Master Data, IT/SAP, Logistics, Warehouse Operations, and the 3PL partner. Key Responsibilities Purchase Order Receipt, Validation and SAP Order Entry Receive and process purchase orders submitted through EDI, email, customer portals, or other approved channels, including manual orders for Mexico and selected Rest of LATAM customers. Validate customer and ship-to information, store, SKU, quantity, unit of measure, pricing, purchase-order validity, requested delivery date, inventory availability, and customer-specific requirements before order creation. Create and maintain SAP sales orders, including approved changes, cancellations, delivery-date updates, store changes, and other authorized adjustments, with a complete audit trail. Monitor EDI order reception and promptly troubleshoot rejected, duplicated, incomplete, or missing transactions. Coordinate order discrepancies with Commercial, the customer, Master Data, or the appropriate process owner before release. Open-Order Management and Customer Commitments Perform daily follow-up of open, blocked, incomplete, backordered, or aging orders from receipt through release, fulfillment, shipment, billing, and operational closure. Prioritize orders based on customer SLA, channel cut-off, campaign or launch commitments, requested delivery date, commercial impact, and inventory availability. Investigate order blocks related to pricing, credit, master data, inventory, delivery conditions, billing, customer documentation, or system interfaces. Maintain clear visibility of the issue, owner, action, and expected resolution date, and escalate risks before they result in missed commitments, deductions, cancellations, or lost sales. Provide accurate and timely order-status updates to customers and internal stakeholders when required. Customer and Channel Requirements Maintain working knowledge of the operational requirements for key department stores, wholesale accounts, and digital channels, including Liverpool, El Palacio de Hierro, Coppel, Sears, Amazon Mexico, and Mercado Libre. Maintain a current customer-requirement matrix covering order reception, delivery appointments, labeling, documentation, billing, portals, returns, counter-receipts, and escalation contacts. Coordinate purchase-order expiration dates, price changes, store changes, and customer-specific order requirements with the appropriate owners. Support new-customer, new-store, and new-channel onboarding and confirm operational readiness before the first transaction is processed. Liverpool Billing, MIGO and Counter-Receipt Support Manage the operational follow-up required for Liverpool invoicing, MIGO confirmation, and counter-receipt completion. Investigate missing goods receipts and discrepancies involving purchase orders, stores, quantities, pricing, delivery documents, invoice status, or customer portal information. Coordinate document recovery, invoice correction, and re-billing activities with Accounts Receivable, Commercial, Logistics, and the customer as applicable. Maintain visibility of open items, aging, financial exposure, actions, and owners until final closure. Billing and Order-to-Cash Operational Support Monitor billing blocks, e-invoicing exceptions, rejected invoices, missing billing documents, and order-to-invoice discrepancies. Troubleshoot operational billing issues and support approved invoice corrections or re-billing activities. Provide supporting operational documentation to Accounts Receivable/Credit for invoice disputes, deductions, collection follow-up, and customer inquiries. Track and escalate missing PODs when they prevent invoice acceptance, counter-receipt completion, collection, or claim resolution, coordinating recovery with Logistics. Support order-to-cash execution without assuming ownership of credit approval, collections strategy, cash application, or final credit-note approval. Consignment Orders, Returns and RMA Management Create and manage consignment orders, consignment returns, billing follow-up, and related inventory or customer discrepancies. Create and follow up on return authorizations and RMAs after validating customer, invoice, product, quantity, reason, and approval information. Coordinate physical return collection with Logistics and receipt, inspection, disposition, and inventory processing with Warehouse Operations and the 3PL. Track returns from authorization through warehouse receipt, quality inspection, credit-note initiation, and closure, including aging, missing, damaged, or unauthorized returns. Coordinate RMA closure and reporting with Accounts Receivable, Finance, Warehouse Operations, and the customer. Customer and Master Data Operational Validation Validate customer, ship-to, store, delivery, billing, EDI, and portal setup from an operational perspective before transactions begin. Identify customer-master or product-master issues that prevent correct order processing and submit changes through the approved MDM process. Confirm that approved customer, store, pricing, or product changes have been correctly implemented before order release. Maintain segregation between requesting, approving, and executing master-data or sensitive transaction changes. SAP, EDI and Interface Troubleshooting Monitor and troubleshoot SAP sales orders, EDI transactions, inventory-availability messages, SAP/WMS order-status interfaces, e-invoicing, customer portals, and pricing conditions. Determine whether an issue originates from customer information, master data, pricing, SAP configuration, EDI mapping, WMS/3PL execution, inventory, or user error. Document system issues with transaction numbers, evidence, expected results, and business impact, and coordinate resolution with IT/SAP, Master Data, Global Customer Operations, or the 3PL. Own issue follow-up through correction, business validation, and final closure rather than only forwarding the initial request. Support inventory-interface troubleshooting and controlled manual contingencies only when the required approvals, duplicate-order controls, reconciliation, and audit trail are in place. Reporting, KPI Monitoring and Continuous Improvement Prepare and maintain daily, weekly, and monthly reporting for order volume, manual versus EDI orders, EDI failures, open and blocked orders, order aging, billing exceptions, Liverpool MIGO and counter-receipt status, missing PODs, returns/RMA, and system issues. Quantify the sales, customer-service, billing, collection, or inventory impact of material exceptions and communicate the required action clearly. Maintain issue trackers and action logs with owners, due dates, escalation triggers, and closure evidence. Identify recurring errors, bottlenecks, and manual activities and recommend process, system, automation, or control improvements. Support operational reviews with Support operational reviews with Customer Operations, Commercial, Finance, IT/SAP, Logistics, Warehouse Operations, and external partners Qualifications Bachelor’s degree in Business Administration, Supply Chain, International Business, Commerce, Industrial Engineering, Finance, or a related discipline preferred. 2-4 years of experience in Customer Operations, Order Management, Customer Service, Sales Operations, Supply Chain, or an order-to-cash environment. Experience processing B2B customer orders and managing order, billing, or return exceptions. Working knowledge of SAP, preferably SAP SD and order-to-cash processes, together with EDI, customer portals, e-invoicing, or integrated order-management environments. Experience supporting department stores, wholesale customers, e-commerce, or marketplace channels strongly preferred. Knowledge of Mexican retail billing, counter-receipt, POD, return, and customer-documentation requirements; Liverpool process experience is highly desirable. Intermediate to advanced Microsoft Excel skills, including data validation, pivot tables, lookups, and operational reporting. Strong analytical, problem-solving, follow-up, and organizational skills, with the ability to manage multiple priorities in a fast-paced environment. Strong written and verbal communication skills in Spanish and working proficiency in English for collaboration with regional and global stakeholders. Experience in a multi-brand, high-value product, fashion, watch, jewelry, luxury, or consumer-goods environment preferred. DIRECT APPLICANTS ONLY - NO AGENCIES Movado Group, Inc. designs, sources, and distributes MOVADO®, MVMT®, OLIVIA BURTON®, EBEL®, CONCORD®, COACH®, TOMMY HILFIGER®, HUGO BOSS®, LACOSTE®, and CALVIN KLEIN® watches worldwide, and operates Movado company stores in the United States. #LI-MP1 Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.