Customer Operations Specialist

Movado Group · JingAn District

This role is responsible for managing daily customer operations and order-to-cash processes, primarily for China market, with possible support to regional operations.
Based in Shanghai, the role focuses on execution excellence, customer service delivery, and cross-functional coordination, ensuring accurate and timely order processing and issue resolution.

Main Job Duties and Responsibilities:

1. Order-to-Cash Operations

Manage end-to-end order fulfillment process, including order entry, backlog tracking, delivery coordination, invoicing, and returns
Perform system transactions (SAP), ensuring accuracy throughout the order lifecycle
Monitor order status and shipment progress, coordinating closely with warehouse and logistics teams
Work with Sales to prioritize and release orders based on business needs

2. Customer Service & Issue Resolution

Serve as point of contact for customer inquiries and order-related issues
Follow through and resolve operational issues such as delivery delays, credit blocks, and invoice discrepancies
Provide timely and professional communication to customers and internal stakeholders

3. Cross-functional Coordination

Liaise with internal stakeholders including Sales, Finance, Warehouse, MDM and IT to ensure smooth execution
Support alignment between different teams to resolve operational issues efficiently
Participate in regular coordination meetings with relevant stakeholders

4. Reporting & Data Management

Monitor order backlog and service performance KPIs
Prepare regular and ad hoc reports to support business needs
Maintain accurate data in systems and support data validation when required

5. Process Support & Improvement

Identify operational issues and suggest improvements in daily workflows
Support implementation of system enhancements or process changes
Participate in operational or cross-functional projects when assigned

Requirements

Bachelor’s degree in Business, Supply Chain or related disciplines
3–5 years of experience in Customer Service / Order-to-Cash / Supply Chain
Hands-on experience in SAP
Solid experience in order processing, customer support, and operations execution
Strong coordination skills with cross-functional teams
Detail-oriented, organized, able to work under pressure
Good problem-solving skills and sense of ownership
Good communication skills in English and Mandarin

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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.

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