Key Responsibilities:

  • Lead and ensure all Global Sales and Order Operations ensuring customer service needs are met providing timely order fulfillment and service, coordinating cross-functionally for resolutions and following up to drive execution on order fulfillment and service needs while upholding Company auditing requirements and adhering to Standard Terms and Conditions
  • Manage all Order Review, Allocation, Fulfillment , RGA’s and Backlog Transactions processing
  • Manage and Support all Product Marketing Needs and Orders for Company Marketing Activities and Tradeshows.
  • Identify and Resolve all Order Backlog and Issues cross functionally with Global Supply Chain Management team optimizing systems for on time shipments
  • Develop and Maintain a working in depth knowledge of all company systems, as well as policies to ensure smooth communication flow throughout the organization identifying gaps where resolution is needed to optimize daily operations.
  • Identify and Drive operational best practices and new capabilities required to scale the organization
  • Identify and Develop processes/systems to provide real-time information for Customer Service/Order Management Team
  • Develop & maintain metrics, reports, process documentation, and Communication logs
  • Works cross functionally amongst EcoSense Management , as well as Global Operations, Supply and Demand Planning, Sales, QA, Product Marketing and Finance Departments
  • Provide Admin level support for NetSuite and system maintenance and improvements for all employees throughout the organization as well as training
  • This role will lead a team of resources in Hong Kong and Los Angeles.

The candidate will have the following qualifications:

  • 7-15 years of customer service or logistics experience with proficiency in supply chain concepts, including how logistics and inventory impacts other functions of the business
  • Experience with operations functions in order management, RMA, warehouse management and quality screening.
  • Microsoft Excel power user
  • Familiarity with NetSuite or similar tools preferred
  • Dedication to detail and accuracy
  • Excellent analytical and troubleshooting skills
  • Strong verbal and written communication skills
  • Self-motivated and collaborative management style
  • Lighting Industry Experience a bonus (knowledge of layered Sales Channel and customer experiences to drive best resolution on orders, understanding of complicated Pricing and Commission structure)
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