Customer Operations Specialist

Description 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 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. PRIMARY RESPONSIBILITIES A successful Customer Operations Specialist will, 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 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 View email address on click.appcast.io for assistance. #J-18808-Ljbffr