Customer Operations Manager

JOOLA is seeking a dynamic and experienced Customer Operations Manager to manage daily customer operational requests, including Customer Master changes, discounts, mass order maintenance, value-added services (VAS), and booking program execution and setup.

JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an official table tennis sponsor for three Summer Olympic Games and the official sponsor of pickleball's top athletes and the Professional Pickleball Association (PPA), the team at JOOLA combines its storied expertise with fresh perspectives to bring innovation to both sports. JOOLA creates a variety of equipment, apparel, and accessories for both table tennis and pickleball players, professional and recreational. With offices in the U.S., Germany, Brazil, and China, JOOLA has a global presence and a wide distributor network.

This individual will manage customer operational processes and support the data maintenance efforts, ensuring compliance and accuracy in all requests and inquiries. The role will collaborate closely with cross-functional teams, including Account Service, Sales, Compliance, IT, and Master Data, ensuring customer requirements are met. In addition, the Customer Operations Professional will help maintain performance against established SLAs, ensure data integrity in customer orders, and manage audit processes. This role requires a strong ability to prioritize, ensuring customer operations are efficiently managed and aligned with business goals.

Responsibilities:

• Customer Operational Request Management: Responsible for executing daily customer operational requests, including Customer Master creation, Customer Master changes, pricing setup on products, discounts, mass order maintenance, Value-Added Services (VAS), and booking program execution/setup. Ensure all tasks are completed promptly and accurately to meet operational targets.
• Maintain SLA Compliance: Ensure daily requests are completed within the Service Level Agreement (SLA) targets. Achieve and maintain a target SLA of 95% for requests submitted in Service Now, ensuring high order processing and data management efficiency.
• Cross-functional Collaboration: Work closely with cross-functional teams (Account Service, Sales, Compliance, IT, and Master Data) to ensure customer requirements are effectively met. Act as a liaison between departments to resolve operational challenges and align on strategies for data management and order fulfillment.
• Data and Order Change Validation: Ensure that data and order changes requested are successfully executed and meet business and customer expectations. Review changes regularly and monitor system updates to ensure data integrity.
• Audit Management: Accountable for obtaining the proper approvals for various requests submitted, particularly for audit purposes. Ensure all requests are documented and compliant with audit requirements. Manage the audit requests, ensuring the audit team receives accurate and timely information.
• Process Improvement & Continuous Optimization: Identify and implement opportunities for process improvements in executing customer operations. Ensure that customer operational processes are efficient, cost-effective, and continuously optimized for high performance.

Qualifications:

• Bachelor’s Degree or equivalent experience related to Account Service Management
• 3-5 years of experience in customer operations, master data management, supply chain operations, or account service experience
• Strong proficiency in ERP systems and CRM tools (NetSuite, Monday.com, etc.)
• Experience with Customer Master Data management and order processing systems
• Excellent communication skills (both written and verbal) to liaise with cross-functional teams and stakeholders
• Strong analytical and problem-solving skills with a focus on accuracy and efficiency
• Ability to prioritize tasks effectively in a fast-paced environment, managing multiple requests simultaneously
• Team management skills and experience leading teams to achieve operational goals.
• Knowledge of audit processes and data integrity standards is a plus.

Competencies:

• Detail-Oriented: Able to handle complex data and operational processes with attention to detail and accuracy.
• Team-Oriented: Able to work collaboratively within teams, ensuring clear communication and cooperation to meet objectives.
• Time Management: Capable of handling multiple tasks while adhering to deadlines and maintaining service quality.
• Adaptability: Managing changing priorities and shifting requirements while focusing on the end goal.
• Leadership: Demonstrated ability to guide, motivate, and support a team to achieve high performance.
• Problem Solving: Strong critical thinking and analytical skills to resolve operational challenges and improve processes. The Customer Operations Professional will be key to optimizing customer data and order management processes, driving operational efficiency, and collaborating cross-functionally to achieve customer satisfaction and business goals.