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Customer Operations Specialist

Merchology

Minneapolis, MN(remote)

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JOB DETAILS
SKILLS
B2B eCommerce, Communication Skills, Contract Management, Contract Processing, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Detail Oriented, Documentation, Enterprise Sales, Follow Through, High School Diploma, Identify Issues, Inventory Levels, Inventory Management, Java Platform Enterprise Edition (Java EE/J2EE), Microsoft Office, Multitasking, Onboarding, Operational Improvement, Operational Strategy, Operational Support, Operations Processes, Order Management, Order/Customer Fulfillment, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Product Shipments, Project/Program Coordination, Project/Program Management, Purchasing/Procurement, Reporting Skills, Sales, Sales Communications, Team Player, Time Management, Writing Skills
LOCATION
Minneapolis, MN
POSTED
1 day ago
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 isa 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 Specialistwill, 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.

Salary Description

$58 - $63 K + bonus

About the Company

M

Merchology

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