Customer Operations Specialist
SharkNinja APAC
Shark Ninja is expanding our APAC business and scaling it rapidly. Our two brands, Shark, and Ninja, have enjoyed unprecedented growth in the past 5 years, driven mainly by the very strong innovation pipeline on both brands. Given this success in our existing markets, Shark Ninja has embarked on a bold plan for growing APAC business, in which New Zealand plays a critical role. We have taken over this market from our distributors, so that we can run them directly and drive strong growth, behind innovation and investments.
As we continue to grow, we are looking for a Customer Operations Specialist to join our team. This role will be based in Auckland
Position Overview
The Customer Operations and Fulfilment Specialist is responsible for overseeing the end-to-end customer experience—from order placement through delivery—ensuring operational efficiency, high service levels, and seamless fulfilment processes. This role manages daily operations, optimizes systems and workflows, collaborates across departments, and leads teams that support order processing, logistics, customer service, and post-purchase support.
Customer Operations
- Oversee the full customer lifecycle, ensuring timely and accurate processing of orders, invoice processing, returns, and customer communications.
- Identify and resolve operational bottlenecks that affect service delivery.
- Supervise third party customer service team to ensure that orders and returns are being processed successfully and on time.
- Develop and monitor standard operating procedures (SOPs) that enhance the customer experience.
- Analyse customer trends, pain points, and feedback to drive continuous improvement.
- Ensure all service-level agreements (SLAs) for response time, order processing, issue resolution, and delivery accuracy are consistently met.
- Point of escalation for orders and delivery appointments and ensuring they are made within nominated delivery windows or requested delivery dates
- Document and maintain delivery requirements by customer and ensure access to the document for third party warehouse/transport teams, SN operations and commercial teams
Fulfilment & Logistics Management
- Work closely with warehouse and transport teams to ensure orders are delivered on time and in full.
- Work with Sales and Operations to optimise inventory accuracy and stock flow to reduce fulfilment delays and out of stocks.
- Working with Sales and Operations to determine order allocation and back-order management priorities and communicating these decisions to the warehouse and transport teams.
- Monitor cost efficiency in fulfilment processes, ensuring quality without overspending.
- Review open orders to ensure that EDI and non-EDI orders are flowing to and from WMS to ERP
- Reconcile open orders with customer open order books
Cross-Functional Collaboration
- Work with sales, marketing, supply chain, product, and finance teams to support business objectives and customer-facing programs.
- Coordinate operational readiness for product launches, promotions, and seasonal demand.
- Partner with IT/Systems teams to enhance CRM, ERP, and fulfilment technology tools.
Inventory Analysis
- Use data to help sales forecast demand, inventory needs, and fulfilment capacity.
- Identify inventory challenges that will impact operational performance and sales supply risk
- Work with Sales and Operations team to prevent inventory challenges and implement corrective actions.
Reporting & Performance Metrics
- Track KPIs such as on-time delivery rate, fulfilment accuracy, return rate, customer satisfaction/CSAT, NPS, SLA compliance, and cost per order.
- Produce regular CS and Order Management performance reports for leadership.
Required Skills And Qualifications
- Minimum of 2 years experience in a customer operations and fulfilment with a similar scope and scale
- Additional prior experience in a logistics or sales function is beneficial
- Strong Microsoft Office and CRM systems experience (preferably Oracle)
- Zendesk experience desirable
- Proficient communicator both verbally and written, ensuring clarity and coherence in all interactions
Your role in leading our success drivers & representing our unique mindset:
- Lead us to be “RARELY SATISFIED”
- Make things better each day; “PROGRESS OVER PERFECTION”
- Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE,”
- Deliver something great; “WINNING IS A TEAM SPORT”
- Be clear and honest, “COMMUNICATING FOR IMPACT.”