Customer Operations Specialist

Description

At Merchology, we are more than a company. We’re a company with meaning. 

Mur-chol-uh-jee | The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world.

Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories. We are family-owned, people-powered, and we are adding to our #MerchFam at our facility in Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner! 

Merchology seeks a Customer Operations Specialist to support and strengthen the day-to-day execution of contracted customer programs and large enterprise accounts. This role serves as a critical operational partner across teams, helping ensure orders, inventory, customer stores, and fulfillment activities run smoothly while delivering a high level of service. The ideal candidate is highly organized, proactive, and collaborative, with a strong ability to manage details, solve problems, and contribute to the continued growth and scalability of Merchology’s customer operations.

PRIMARY RESPONSIBILITIES

A successful Customer Operations Specialist will, in the following areas: 

Contract Customer Program Management

• Support day-to-day operations for Merchology’s contract customers and large enterprise accounts.
• Coordinate with sales, production, purchasing, customer success and sales teams to ensure successful program execution.
• Maintain detailed knowledge of each contract customer’s program scope, requirements, and service expectations.

Order & Project Coordination

• Coordinate internally to ensure orders move smoothly to production to delivery.
• Track customer contract orders through the process and provide cross-functional teams updates as needed. 

Customer Store & Program Support

• Assist with the setup of inventory for custom sites.
• Ensure products, decorations details and samples are consistently updated 
• Monitor store activity and work with teams to resolve issues or update products as needed.

Inventory & Fulfillment Coordination

• Track customer inventory stored within Merchology facilities.
• Monitor inventory levels and communicate restocking needs to sales and purchasing teams.

Customer Communication & Issue Resolution

• Act as a key operational point of contact for customer program needs.
• Provide updates on order status, shipping timelines, and program performance.
• Troubleshoot issues related to orders, inventory, shipping, or product quality and work cross-functionally to resolve quickly.

Reporting & Program Insights

• Generate reports for contract customers related to orders, inventory levels, and fulfillment activity.

Operational Process Improvement

• Identify opportunities to streamline workflows and improve operational efficiency within contract customer programs.
• Help maintain documentation and internal processes related to contract customer operations.

Additional Value Areas

• Support onboarding of new contract customers and program launches.
• Help maintain high service levels and operational excellence across large customer programs.
• Contribute to scaling Merchology’s contract customer operations as programs grow.

Requirements

• 2+ years in customer operations, account coordination, order management, project coordination, or related operational role
• High school diploma or GED required; associate or bachelor’s degree preferred
• Strong organizational skills with the ability to manage multiple customer programs, priorities, and deadlines simultaneously
• Experience working cross-functionally with teams such as sales, customer success, production, purchasing and/or fulfillment
• Excellent written and verbal communication skills, with the ability to provide clear updates and solve problems professionally
• Strong attention to detail and accuracy in managing orders, inventory, product information, and customer program requirements
• Ability to adapt quickly in a fast-paced environment and support changing customer and business needs
• Customer-first mindset with a commitment to service excellence and operational follow-through
• Proven ability to troubleshoot operational issues and drive timely resolution across multiple stakeholders
• Proficiency with Microsoft Office Suite
• Experience with a CRM (e.g., Hubspot) preferred but not required

WHAT WE OFFER

In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:

• Generous PTO (18 days per year)
• 8 company-paid holidays
• Hybrid work schedule for select departments
• 40 hours of paid volunteer time
• 401(k) with match
• Medical and dental insurance options, FSA, and HSA (with company HSA match), Critical Illness and Hospital Indemnity, Short- and Long-Term disability insurance options
• Company-paid life insurance 
• Company-sponsored social events 
• Premium brand partner discounts 
• Employee-led Committees 

LOCATION

• 3000 Niagara Lane North, Plymouth, MN 55447
• Remote hybrid role: Three days onsite and two days remote following training - there is no option for fully remote work

INDUSTRY

• Business to Business eCommerce and Apparel

Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email jobs@merchology.com for assistance.