Customer Operations Specialist

Job description

This role is responsible for managing daily customer operations and order-to-cash processes, primarily for China market, with possible support to regional operations. Based in Shanghai, the role focuses on execution excellence, customer service delivery, and cross-functional coordination, ensuring accurate and timely order processing and issue resolution. Main Job Duties and Responsibilities: 1. Order-to-Cash Operations Manage end-to-end order fulfillment process, including order entry, backlog tracking, delivery coordination, invoicing, and returns Perform system transactions (SAP), ensuring accuracy throughout the order lifecycle Monitor order status and shipment progress, coordinating closely with warehouse and logistics teams Work with Sales to prioritize and release orders based on business needs 2. Customer Service & Issue Resolution Serve as point of contact for customer inquiries and order-related issues Follow through and resolve operational issues such as delivery delays, credit blocks, and invoice discrepancies Provide timely and professional communication to customers and internal stakeholders 3. Cross-functional Coordination Liaise with internal stakeholders including Sales, Finance, Warehouse, MDM and IT to ensure smooth execution Support alignment between different teams to resolve operational issues efficiently Participate in regular coordination meetings with relevant stakeholders 4. Reporting & Data Management Monitor order backlog and service performance KPIs Prepare regular and ad hoc reports to support business needs Maintain accurate data in systems and support data validation when required 5. Process Support & Improvement Identify operational issues and suggest improvements in daily workflows Support implementation of system enhancements or process changes Participate in operational or cross-functional projects when assigned Requirements Bachelor’s degree in Business, Supply Chain or related disciplines 3–5 years of experience in Customer Service / Order-to-Cash / Supply Chain Hands-on experience in SAP Solid experience in order processing, customer support, and operations execution Strong coordination skills with cross-functional teams Detail-oriented, organized, able to work under pressure Good problem-solving skills and sense of ownership Good communication skills in English and Mandarin #LI-JC1 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.