Assistant Manager, Customer & Sales Operations

Company Description

RéVive™ is a luxury skincare line founded by noted Plastic and Reconstructive Surgeon Dr. Gregory Brown in 1997. Inspired by patented and Nobel Prize Winning science, RéVive's products are scientifically formulated to reduce visible signs of aging with Bio-Renewal Technology. RéVive™ can be found at reviveskincare.com, select specialty stores and luxury online retailers in the US, UK, and globally.

Summary

This position is responsible for overseeing the organization’s execution of services relating to order management, fulfillment and distribution for the channels listed below. They are expected to provide optimal service to our customers, internal and external, relating to product requests, no charge and retail orders. This position manages all inbound Customer Service inquiries for retail customers (excluding 3^rd party E-commerce & Boutique accounts). They are also responsible for the seamless distribution execution of: the planned trade marketing/promotional programs, event & field team support, visual merchandising and internal requests relating to any of the channels falling within their areas of responsibility. 

Responsibilities

• From order receipt to shipping, manage the full order life cycle ensuring to ship as complete as possible, on time and in accordance with the customer’s specific packing / routing / shipping instructions, while providing excellent customer service to our B2B and internal customers.
• Lead weekly revenue meeting, update revenue scorecard that day & speak to status of all orders.
• Manage the overall B2B outbound order activity from our 3PLs (whether or not you are the one entering the orders).
• Review and release domestic wholesale EDI sales orders for processing for customers who place orders this way.
• Resolve any EDI issues with customer & warehouse EDI team.
• Review non-EDI customer orders and manually enter into warehouse order management system.
• Manually enter internal requests for gratis, special promotions and other internal needs. 
• Lead bi-weekly meeting with Marketing to discuss open requests & future needs.
• Review and prepare manifest with batch information for any international customers who require a specific number of months of shelf life upon arrival in recipient country.
• Create or gather shipping documents needed for international shipments: lot code/expiry manifests, SED / SLI, commercial invoices, COOs, COAs, SDS, etc.
• Lead bi-weekly meeting with Sales team to review all INTL shipments / orders and UK promo / POS needs.
• Address any discrepancies or issues reported by the customers and provide timely responses.
• Work internally with Finance to provide supporting information so customer credits can be issued where due.
• Coordinate pickups directly or with customer’s freight carrier.
• Manage execution of trade marketing promotional and merchandising shipments once Marketing plan is established. 
• Manage trade marketing order/shipment trackers and distribute to internal team.
• Lead weekly Team meeting to review North America trade marketing shipments
• For all limited edition or new launch items, validate launch order quantities and maintain launch order tracker to distribute as needed for internal visibility.
• Ensure all sales transactions are properly reflected in our ERP system (involves daily reconciling and transaction entry).
• Assist Finance with daily revenue scorecard & end of month shipment reconciling.
• Assist in annual audit for any warehouse document requests.
• Maintain master distribution list.
• Set up new customers in ERP & warehouse systems according to contractual agreements, and update as needed.
• Update & distribute no charge internal forms for Marketing / PR order forms each season to reflect any assortment changes.
• Create & coordinate work orders for any tester or kit assembly that is needed at our 3PLs.
• Maintain or set up new skus in both EDI catalogues & warehouse ERPs as needed.
• Look for opportunities to improve processes, automate manual processes & reduce cost. 

Qualifications

• Undergraduate degree in supply chain, sales administration, business administration, or a related field preferred.
• 3-5 years of direct experience, in a consumer goods industry (beauty is a plus), with: customer order management, international shipping, EDI orders, working with a 3rd party warehouse, ERP system experience.
• Demonstrated experience collaborating in a corporate setting with cross-functional teams (e.g., marketing, product development, and supply chain).
• Skilled in handling escalated customer issues effectively with professionalism.
• Knowledge of compliance regulations related to customer service and sales operations (e.g., protecting customer data).
• Proficient in Microsoft Excel, with skills including V-lookups and pivot tables.
• Outstanding verbal and written communication abilities.
• The ideal candidate should be a detail-oriented, enthusiastic, and resourceful person who demonstrates strong initiative, excellent time management, and effective prioritization skills.