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 (3pm12am 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 35 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 () and troubleshoot issues with internal or external support
• Prepare weekly and monthly reporting on fill rates delivery inventory backorders and PO status

About You

• 35 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 (3pm12am SAST)