SUMMARY:
This is a hands-on operations role responsible for managing the complete order-to-delivery lifecycle across North American retail channels.
POSITION INFO:
North American Operations & Customer Experience Manager
Own the end-to-end supply chain and customer experience function for a growing North American business.
Remote | Cape Town | US Working Hours (Monday – Friday) | R50,000 – R65,000 per month
About Our Client
Our client is a growing international consumer products business serving North American retail, distribution, and e-commerce channels. Operating within a fast-paced environment, they are focused on delivering exceptional customer experiences while maintaining operational excellence across their supply chain network.
This is an opportunity to join a business where operational efficiency, customer satisfaction, and proactive problem-solving are highly valued. You''ll play a critical role in connecting customers, suppliers, and logistics partners while helping support continued growth across the North American market.
The Role: North American Operations & Customer Experience Manager
This is a hands-on operations role responsible for managing the complete order-to-delivery lifecycle across North American retail channels. You will act as the operational hub between customers, suppliers, warehouses, and internal stakeholders, ensuring orders are processed accurately, inventory levels remain healthy, and customers receive exceptional service.
The role combines customer communication, order management, demand planning, vendor purchase order management, logistics coordination, reporting, and operational problem-solving. It is ideally suited to someone who enjoys taking ownership, working with data, and driving operational excellence in a fast-moving environment.
Key Responsibilities
- 3-5 years of experience in operations, customer service, order management, or supply chain support environments
- Manage customer orders from entry through fulfilment, shipment, invoicing, and delivery
- Serve as the primary point of contact for customer enquiries, order updates, and issue resolution
- Process and manage purchase orders through ERP systems and EDI platforms
- Monitor order flow and resolve shortages, overages, delivery exceptions, and shipment discrepancies
- Coordinate with North American retail partners, suppliers, and third-party logistics providers
- Create and manage vendor purchase orders based on demand forecasts and inventory requirements
- Track inbound inventory, supplier production timelines, and shipment schedules
- Maintain inventory visibility through ERP and 3PL reconciliation processes
- Monitor EDI transactions and escalate system issues when required
- Ensure compliance with retailer routing guides, shipping requirements, and documentation standards
- Prepare and present weekly and monthly operational reports covering inventory, fill rates, delivery performance, backorders, and order trends
- Identify risks relating to stock shortages or overstock situations and provide proactive recommendations to leadership
About You
- 3-5 years of hands-on experience in operations, customer service, order management, supply chain, or logistics environments
- Direct experience working with North American retailers, distributors, convenience, mass retail, club, or e-commerce channels
- Experience with demand planning, forecasting, replenishment workflows, and inventory management
- Experience generating vendor purchase orders and managing inbound inventory processes
- Experience coordinating with warehouses and third-party logistics providers (3PLs)
- ERP experience, preferably NetSuite
- Familiarity with EDI order flow processes
- Intermediate Excel skills including Pivot Tables, VLOOKUP/XLOOKUP, and data analysis
- Strong reporting and analytical capabilities
- Excellent communication and customer-facing skills
- High attention to detail and accuracy
- Strong problem-solving and issue-resolution abilities
- Ability to manage multiple priorities in a fast-paced environment
- Experience working with North American businesses and customers
- Comfortable working US business hours
- Clear and professional communication style
- Proven track record of stability and performance within previous roles
