Customer Operations Specialist

Merchology•Plymouth, MN

2h•Hybrid

About The Position

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 #MerchTeam at our newly-renovated HQ in Plymouth, MN. 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.

Requirements

2+ years in customer operations, account coordination, order management, project coordination, or related operational role
High school diploma or GED required
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

Nice To Haves

associate or bachelor’s degree preferred
Experience with a CRM (e.g., HubSpot) preferred but not required

Responsibilities

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.
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.
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.
Track customer inventory stored within Merchology facilities.
Monitor inventory levels and communicate restocking needs to sales and purchasing teams.
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.
Generate reports for contract customers related to orders, inventory levels, and fulfillment activity.
Identify opportunities to streamline workflows and improve operational efficiency within contract customer programs.
Help maintain documentation and internal processes related to contract customer operations.
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.