Customer Operations Associate

About the Role

Reporting to the Customer Operations Manager, you will be responsible for managing the end-to-end order management process for a portfolio of US-based customers.

You will work closely with customers, factories, logistics providers, and internal teams to ensure orders are processed efficiently, customer expectations are managed proactively, demand plans are communicated effectively, and deliveries are executed successfully.

This role sits at the heart of our Customer Operations function, bringing together customer service, order management, supply chain coordination, demand planning and logistics into one integrated process.

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Key Responsibilities

• Process customer purchase orders accurately and efficiently
• Manage customer orders from receipt through to final delivery
• Coordinate closely with factories to manage production schedules and delivery commitments
• Monitor customer demand, forecasts, and inventory requirements
• Ensure demand plans are communicated accurately and proactively to support production planning
• Maintain regular communication with customers regarding order status, deliveries, and operational issues, including weekly/bi-weekly customer update calls
• Liaise with logistics providers to coordinate shipments and delivery requirements
• Resolve day-to-day operational issues and escalate risks where appropriate
• Maintain accurate order information and system data
• Support KPI reporting and continuous improvement initiatives
• Work closely with Customer Operations, sales, development, logistics, and finance teams to ensure smooth execution

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Requirements

• Experience in customer service, customer operations, order management, demand planning, logistics, supply chain, or a related field
• Excellent written and spoken English communication is essential
• Strong organisational and prioritisation skills
• High attention to detail and data accuracy
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving capability
• Fluent in Putonghua

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Working Hours

As this role will primarily support customers located in the United States, successful candidates must be able to overlap with the US East Coast working day for a minimum of four hours.

Accordingly, the role will operate on a late start, late finish schedule. Flexibility is essential, and candidates must be comfortable working hours that support customers operating in the New York time zone.

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What We Offer

• Opportunity to join a growing international business
• Exposure to leading global beauty brands
• Career development
• Collaborative and supportive working environment

Interested candidates are invited to apply with their CV and details of current and expected salary.