[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.ResponsibilitiesLead sales operations across the Americas and EMEA, supporting retail, distributor, broker, branded, private label, and contract manufacturing customersManage and improve the sales operations and customer service model, including order management, customer setup, pricing coordination, reporting, issue tracking, and customer communicationPartner with the Global Sales Director and regional commercial teams to support business priorities, customer growth, and day-to-day executionOversee 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 professionallyEstablish clear standards for customer response times, issue ownership, escalation paths, and follow-throughSupport broker and distributor partners with order flow, customer setup, pricing coordination, reporting, and issue resolutionOwn the sales operations reporting cadence across the Americas, EMEA, and Customer ServiceSupport forecast collection, tracking, and reporting in partnership with commercial leads and supply chainBuild and maintain dashboards that provide visibility to sales performance, order status, forecast changes, customer issues, and service metricsEnsure sales data is accurate, timely, and useful for business decision-makingOversee customer master data setup and maintenance, ensuring customer records, pricing, terms, and account information are accuratePartner with finance, sales, customer service, supply chain, and logistics to resolve issues impacting customers, orders, shipments, pricing, forecasts, and reportingImprove handoffs across the order-to-cash process and reduce recurring errors, rework, deductions, chargebacks, and avoidable service issuesCreate and maintain clear process documentation for key sales operations and customer service workflowsIdentify operational gaps and lead practical solutions that improve accuracy, speed, communication, and accountabilityManage and develop the Sales Operations and Customer Service teams across the Americas, EMEA, and Philippines-based Customer Service teamsEstablish clear roles, responsibilities, service standards, and ways of working across the teamBuild a culture of accountability, accuracy, responsiveness, and strong customer supportSkills8+ years of experience in sales operations, customer service, commercial operations, order management, or related rolesExperience leading teams across multiple regions or time zones; experience with Americas, EMEA, and offshore customer service teams preferredExperience in beauty, CPG, manufacturing, private label, contract manufacturing, or related consumer goods businessesStrong understanding of order management, customer service, forecasting, customer setup, pricing, sales reporting, and issue resolutionExperience working with retail customers, distributors, brokers, and internal cross-functional teamsStrong Excel and reporting skills; experience with ERP systems, BI tools, customer portals, and operational dashboards preferredSAP experience is a plusHighly detail-oriented with strong ownership, follow-through, and process disciplineProven ability to build processes, improve ways of working, and create structure in a fast-moving environmentStrong communication skills with the ability to simplify issues, drive decisions, and move work forwardComfortable working across regions, time zones, systems, teams, and business modelsExperience leading teams across multiple regions or time zones; experience with Americas, EMEA, and offshore customer service teams preferredStrong Excel and reporting skills; experience with ERP systems, BI tools, customer portals, and operational dashboards preferredSAP experience is a plusCompany OverviewMARQ Labs specializes in services such as R&D formulation development, branding, packaging design, filling, and packaging. It was founded in 2009, and is headquartered in Moorabbin, Victoria, AUS, with a workforce of 51-200 employees. Its website is https://marqlabs.com/.