About the Role
Gurunanda is seeking an experienced Customer Service Manager with deep, hands-on expertise in NetSuite ERP, EDI platforms (SPS Commerce / TrueCommerce), and big-box retail order management. This role leads end-to-end customer service operations across retail, wholesale, and eCommerce channels including Walmart, Target, Dollar Tree, TJX, Amazon, and TikTok Shop.
This is a player/coach position: you’ll manage day-to-day operations, drive process improvements and SOP development, and lead a team of approximately 10 Customer Service Representatives—with a strong focus on automation and efficiency (including AI-enabled tools).
Key ResponsibilitiesNetSuite ERP & EDI Operations (Hands-On)
- Own sales order processing, modifications, allocations, and issue resolution in NetSuite
- Manage EDI transactions (850, 855, 856, 810) using SPS Commerce and/or TrueCommerce
- Troubleshoot EDI errors and mismatches between NetSuite, EDI platforms, and retailer portals
- Ensure compliance with retailer requirements to prevent chargebacks
Retail, Wholesale & eCommerce Order Management
- Oversee order processing for Walmart, Target, Dollar Tree, TJX, Amazon, TikTok Shop, and other accounts
- Ensure adherence to routing guides, labeling, and documentation requirements
- Monitor daily order queues and fulfillment status
Routing, Documentation & Compliance
- Execute routing instructions and carrier selection
- Prepare BOLs, packing slips, labels, ASNs, and compliance paperwork
- Coordinate with warehouses and 3PLs to ensure accuracy
3PL & Warehouse Coordination
- Serve as customer service liaison with internal warehouses and 3PL partners
- Resolve shortages, damages, missed pickups, and inventory discrepancies
Automation, AI Tools & Process Improvement
- Identify opportunities to automate customer service workflows using AI tools
- Reduce manual data entry and repetitive tasks
- Partner with IT and Operations on system enhancements
SOP Development & Process Reviews
- Conduct process reviews to identify gaps and inefficiencies
- Create and enforce SOPs for order processing, routing, and exception handling
Team Leadership & Performance Management
- Lead approximately 10 Customer Service Representatives
- Assign workloads, track tasks, coach team members, and drive continuous improvement
- Monitor performance and service levels
Dashboards, KPIs & Reporting
- Build dashboards and KPI reports for order volume, backlog, and service levels
- Provide regular performance updates to leadership
Issue Resolution & Escalation Management
- Handle escalated customer and retailer issues
- Ensure timely resolution while maintaining strong customer relationships
Qualifications
- Proven experience managing customer service/order management operations across retail/wholesale/eCommerce
- Strong hands-on experience with NetSuite ERP
- Strong experience with EDI (SPS Commerce and/or TrueCommerce) and core transaction sets (850/855/856/810)
- Experience supporting big-box retailer requirements and compliance to minimize chargebacks
- Demonstrated experience leading a team and improving performance through process and tools
- Strong communication skills and ability to collaborate cross-functionally (Operations, IT, Warehouse/3PL)
Preferred Qualifications
- Experience supporting retailer portals and routing guides (Walmart/Target/TJX etc.)
- Experience building KPI dashboards and reporting
- Track record of implementing workflow automation or AI-enabled efficiency improvements
Benefits
- Medical, Dental Vision
- 401K
- Vacation
- Paid Sick leave
Pay: From $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Buena Park, CA 90620 (Required)
Work Location: In person
