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)