Operations & Customer Experience Manager

Operations & Customer Experience Manager (US Market)

Drive seamless supply chain and customer communication for a fast-paced US-focused brand
Remote role based in Cape Town, supporting US hours (3pm–12am SAST), negotiable salary

About Our Client
A fast-growing international brand with a strong presence in the US market, our client delivers quality consumer products across retail, distribution, and e-commerce channels. With a tight-knit global team and strong partnerships with North American retailers, they offer a high-impact role for someone who thrives in fast-moving environments and wants to take ownership of end-to-end operations.

The Role: Operations & Customer Experience Manager
This is a hands-on, execution-focused role that oversees the full order-to-delivery lifecycle. You will act as the operational hub, connecting customers, suppliers, and 3PL partners to ensure accurate, timely, and smooth order fulfilment. The role combines customer communication, order management, demand planning, vendor coordination, and operational reporting, all tailored to the needs of the US retail landscape.

Key Responsibilities

• Bring 3–5 years of experience in operations, order management, customer service, or supply chain roles
• Serve as the main point of contact for North American customers regarding orders, shipments, and issue resolution
• Manage order entry and tracking using NetSuite and EDI systems, ensuring accuracy and compliance
• Analyse sales trends and historical data to recommend stock replenishment and mitigate risks
• Create and manage vendor POs based on forecasts, and track production, packaging, and delivery
• Coordinate closely with 3PL partners to ensure accurate fulfilment, shipping compliance, and ASN documentation
• Monitor EDI flows (850, 856, 810, 997) and troubleshoot issues with internal or external support
• Prepare weekly and monthly reporting on fill rates, delivery, inventory, backorders, and PO status

About You

• 3–5 years of relevant experience in operations, supply chain, or order management
• Hands-on experience working with US or Canadian retailers (e.g., retail, mass, club, or e-commerce)
• Skilled in demand planning, inventory management, and 3PL coordination
• Strong technical skills in NetSuite (or similar ERP), EDI processes, and Excel (pivot tables, VLOOKUP/XLOOKUP)
• Excellent communication skills and professional customer-facing approach
• Highly detail-oriented, analytical, and comfortable managing deadlines in a fast-paced environment
• Flexible to work US Eastern Time Zone hours (3pm–12am SAST)