Customer Experience and Sales Operations Coordinator

About Us

NHS Inc., based in Santa Cruz, California, has been part of skateboarding for over 50 years. We build and support iconic brands like Santa Cruz Skateboards, Independent Trucks, Creature, OJ Wheels, MOB Grip, Slime Balls, Bronson Speed Co., and more.

Our goal is simple: be the most innovative and sought-after skateboard company in the world.

We stay close to skateboarding, not from the sidelines but from within. Our brands are shaped by the riders, creators, and communities pushing things forward every day.

That energy drives everything we do, from product to marketing to how we show up as a company. We bring that same mindset to our team. We believe in progression in your work, your career, and your life. If you’re wired that way, you’ll feel at home here.

Location/Work Style

This is a Full-Time, Hybrid position at our Santa Cruz, CA headquarters.

About the Role

The Customer Experience & Sales Operations Coordinator plays a critical role in supporting the day-to-day operations of the sales team, with a focus on direct-to-consumer customer experience, international distribution, key account management, and internal coordination. This role operates customer communications, ensures accurate order processing, supports sales programs, maintains essential data systems, and acts as a central point of communication across departments including sales, warehouse, marketing, and customer service.

What You’ll Do

Customer Experience & Communications

Manage inbound NHS Skate Direct and B2B customer communications across multiple channels:

• Email exchange
• Live and offline chat
• Phone calls (direct-to-consumer and B2B)
• Social media DMs (Facebook, Instagram) and TikTok Shop chats
• Resolve customer inquiries related to order status and tracking, shipping issues, returns and exchanges, payment issues and chargebacks
• Maintain accurate, professional responses using approved templates and brand tone
• Escalate complex issues as needed and track resolutions to completion

Monitor and respond to customer reviews, questions, and feedback through YOTPO, ensuring timely and appropriate communication. Maintain documentation for recurring issues, FAQs, and standard resolutions.

Support the transition to a centralized Customer Experience (CX) platform, including training and improving the AI chatbot so it can better answer customer questions, setting up response time expectations for each customer support channel (email, chat, social, etc.) and tracking key performance metrics like response times and customer satisfaction to measure performance.

International Sales Support

• Coordinate and distribute dropship data and invoices to international distributors, including updates on shipments, cancellations, and order status
• Manage freight forwarder details and ensure accurate shipping information for all dropship orders
• Support hardgoods dropship operations, including pricing, discounts, and order form management
• Monitor and follow up on outstanding international customer payments
• Process and manage order entry, credits, warranties, and return authorizations (RAs)
• Ensure accuracy when releasing orders to the warehouse, including pricing, discounts, fill rates, case quantities, and shipping details
• Maintain and update distributor contact information, shipping details, shipping and compliance documentation, and communication lists within internal systems

Sales Department Coordination

• Monitor reseller pricing online to ensure compliance with MAP (Minimum Advertised Price) policies using software tools
• Maintain and update prebook goal sheets and reporting tools
• Maintain and clean up sales contact data within internal systems
• Manage window wrap allocations, communications, and order processing
• Create and maintain order forms for dropship, MSO, and other programs
• Process softgoods sample orders and related credits
• Hang samples and maintain showroom and product display areas, ensuring organization and accuracy
• Manage departmental credits and return authorizations
• Qualify new account inquiries and prepare for sales rep
• Prepare forecasting and goal reports for leadership
• Support internal events and meetings, including logistics and note-taking
• Manage shipping and logistics for sales, marketing, and photo samples

Requirements & Qualifications

• Excellent written and verbal communication skills
• 2–4 years of experience in sales support, customer service, operations, or a related role
• Strong organizational skills with high attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Experience with order management systems, CX platforms, or CRM tools preferred
• Proficiency in Microsoft Excel and reporting tools
• Familiarity with international shipping, distribution, or wholesale environments is a plus

What You Get

We offer competitive compensation, including incentive and profit-sharing bonuses, comprehensive health coverage, a 401K plan, and paid time off.

More importantly, you’ll be part of a company that has helped shape skateboarding for decades. Our brands, products, and riders have influenced generations, and our employees play a direct role in that legacy every day.

NHS is built for the long term, and many of our team members have spent years, even decades, growing their careers here. We value creativity, collaboration, and people who care deeply about what they do.

If you’re looking to do meaningful work with passionate people in an industry you love, you’ll feel at home here.

Physical Requirements

This position requires the ability to sit for extended periods, operate standard office equipment, and engage in frequent verbal and written communication. Occasional walking, bending, or lifting up to 10 pounds may be required. Visual acuity for computer work and reading printed materials is essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.