Customer Operations Coordinator

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

• Bachelors 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.

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.