Sales Operations Manager

Role Overview

The Sales Operations Manager is responsible for supporting the end-to-end order-to-delivery cycle for the global Wholesale channel and providing operational oversight of online order fulfillment at third-party logistics (3PL) partners. This role reports to the Senior Director, Supply & Demand Planning and will focus on supporting process improvements, tool optimization, and digitalization to achieve operational excellence and data accuracy. This role plays a key part in ensuring orders are executed accurately, efficiently, and in line with customer and operational requirements. This is a hybrid opportunity, in office 3 days/week (Tuesday – Thursday).

Key Responsibilities

Order Management & Invoicing

• Collect, enter and validate customer orders.
• Check pricing accuracy, quantities, and stock availability.
• Ensure batch freshness management.
• Send order confirmations to customers.
• Coordinate order preparation with the warehouse.
• Monitor Wholesale order shipments from preparation through delivery.
• Manage invoicing and ensure full documentary compliance.
• Provide regular reporting to the Sales team and customers.
• Handle disputes and service issues (delays, discrepancies, non-conformities).

Payment Follow-up & Credit Management

• Track customer payments and manage collection activities.
• Perform reminders and follow-up on due dates.
• Coordinate with Accounting on reconciliations and adjustments.

Wholesale Chargebacks Management

• Review, validate, and approve Wholesale chargebacks.
• Investigate chargebacks with Wholesale, Finance, and 3PL partners, including dispute submission and resolution tracking.
• Ensure chargebacks align with retailer compliance and routing guides.
• Track chargebacks and support corrective actions to reduce recurrence.

UK & EU 3PL Management

• Monitor UK and EU 3PL order processing and shipping performance against SLAs.
• Ensure orders are picked, packed, and shipped in line with Wholesale & Ecom requirements.
• Ensure correct order routing, carrier selection, and shipping methods for Wholesale orders.
• Act as escalation point for 3PL-related order exceptions, delays, and delivery issues.
• Support continuous improvement initiatives to enhance service levels and compliance.

Data, Reporting & Systems

• Maintain accurate order, shipment, and invoicing data across systems.
• Support reporting on order status, service levels, and operational issues.
• Ensure data integrity across order management and 3PL systems.

Skills & Experience

• Advanced Excel and Google Sheets (formulas, VLOOKUPs, pivot tables, basic data analysis) experience to monitor operational KPIs, track order fulfillment rates, and ensure batch freshness.
• Experience with end-to-end Order-to-Cash cycle, managing international wholesale orders, invoicing, and complex credit and claims management within fast-paced environments.
• A cross-functional collaborator who bridges the gap between Sales, Supply Chain, Finance, and other teams to resolve service disputes, manage stock allocations, and optimize product availability.
• Fluent in English and proficient in macOS environments, ensuring seamless coordination and reporting for a global, diverse customer base.
• Working knowledge of programs like Extensiv and Shopify (a plus).