[Remote] Sales Operations and Customer Service Manager

Note: The job is a remote job and is open to candidates in USA. MARQ Labs is a beauty and personal care company with a global commercial footprint. They are seeking a Manager, Sales Operations & Customer Service to lead the sales operations and customer service function across multiple regions, ensuring effective order management and customer support.

Responsibilities

• Lead sales operations across the Americas and EMEA, supporting retail, distributor, broker, branded, private label, and contract manufacturing customers
• Manage and improve the sales operations and customer service model, including order management, customer setup, pricing coordination, reporting, issue tracking, and customer communication
• Partner with the Global Sales Director and regional commercial teams to support business priorities, customer growth, and day-to-day execution
• Oversee customer service and order management from order entry through fulfillment coordination, ensuring customer inquiries, order issues, shortages, delays, claims, and escalations are handled quickly and professionally
• Establish clear standards for customer response times, issue ownership, escalation paths, and follow-through
• Support broker and distributor partners with order flow, customer setup, pricing coordination, reporting, and issue resolution
• Own the sales operations reporting cadence across the Americas, EMEA, and Customer Service
• Support forecast collection, tracking, and reporting in partnership with commercial leads and supply chain
• Build and maintain dashboards that provide visibility to sales performance, order status, forecast changes, customer issues, and service metrics
• Ensure sales data is accurate, timely, and useful for business decision-making
• Oversee customer master data setup and maintenance, ensuring customer records, pricing, terms, and account information are accurate
• Partner with finance, sales, customer service, supply chain, and logistics to resolve issues impacting customers, orders, shipments, pricing, forecasts, and reporting
• Improve handoffs across the order-to-cash process and reduce recurring errors, rework, deductions, chargebacks, and avoidable service issues
• Create and maintain clear process documentation for key sales operations and customer service workflows
• Identify operational gaps and lead practical solutions that improve accuracy, speed, communication, and accountability
• Manage and develop the Sales Operations and Customer Service teams across the Americas, EMEA, and Philippines-based Customer Service teams
• Establish clear roles, responsibilities, service standards, and ways of working across the team
• Build a culture of accountability, accuracy, responsiveness, and strong customer support

Skills

• 8+ years of experience in sales operations, customer service, commercial operations, order management, or related roles
• Experience leading teams across multiple regions or time zones; experience with Americas, EMEA, and offshore customer service teams preferred
• Experience in beauty, CPG, manufacturing, private label, contract manufacturing, or related consumer goods businesses
• Strong understanding of order management, customer service, forecasting, customer setup, pricing, sales reporting, and issue resolution
• Experience working with retail customers, distributors, brokers, and internal cross-functional teams
• Strong Excel and reporting skills; experience with ERP systems, BI tools, customer portals, and operational dashboards preferred
• SAP experience is a plus
• Highly detail-oriented with strong ownership, follow-through, and process discipline
• Proven ability to build processes, improve ways of working, and create structure in a fast-moving environment
• Strong communication skills with the ability to simplify issues, drive decisions, and move work forward
• Comfortable working across regions, time zones, systems, teams, and business models
• Experience leading teams across multiple regions or time zones; experience with Americas, EMEA, and offshore customer service teams preferred
• Strong Excel and reporting skills; experience with ERP systems, BI tools, customer portals, and operational dashboards preferred
• SAP experience is a plus

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