Customer Operations Representative

The Customer Service Representative plays a critical role in coordinating warehouse and logistics operations (≈60%) and supporting after-sales services . This position serves as a key link between customers, internal stakeholders, warehouse teams, and logistics partners to ensure accurate order fulfillment, timely shipments, and high levels of customer satisfaction. Main Duties and Responsibilities Warehouse & Logistics Manage import/export processes and documentation (P/I, Packing List, NDG, CITES, airway bills, pre-alerts). Liaise with customs to ensure duties/taxes are paid and goods released on time. Update SAP promptly with shipment data; notify warehouses and stakeholders of arrivals. Process daily sales orders, ensuring timely warehouse deliveries; perform daily PGI. Maintain accurate records of sales orders, packing lists, and invoices; provide completed files to Finance for VAT invoicing. Reconcile monthly SAP deliveries with courier records; address and resolve any delivery delays. Complete consignment and concession store billing processes accurately and on time. Track and report defective products, coordinating with I/C and DGO offices as needed. After Sales Services Handle toll-free hotline and email inquiries, logging and following up on cases. Provide weekly and ad-hoc SAV reports to HQ. Support SAV training, technical notes, and product-related assistance for staff and customers. Ensure timely renewal of Local Quality Inspection Certificates to keep stores compliant. Manage spare parts inventory and related SAP processes (POs, MIGO/MIRO). Support Commercial team with SAV tools/forms for concessions/customers. Liaise with DGO office on defective and counterfeit products; maintain accurate case records. Compliance & Reporting Ensure compliance with Sarbanes-Oxley requirements and internal controls. Support documentation needs for regulatory bureaus or potential legal cases. Requirements University degree. Minimum 2 years of experience in Customer Service (warehousing/logistics/after-sales). Proficiency in Microsoft Office; SAP knowledge preferred. Assertive, team-oriented, and detail-focused. Strong interpersonal, communication, and problem-solving skills. Fluent written and spoken English is an advantage. #LI-JC1 Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws. Movado Group was originally created in 1961 as the North American Watch Company. Its founder, Gedalio Grinberg, was a refugee from Cuba who quickly became a legend in the watch industry. Pioneering the luxury watch business, Grinberg gained acclaim through his many widespread accomplishments, including his contribution to building the Piaget brand, the rescue and revitalization of the Movado brand and his efforts to rally Swiss forces during the quartz crisis of the 1970s. Gedalio Grinberg laid the foundation for what has become, under the successful leadership of his son, Efraim Grinberg, a $500+ million watch company. Today, Movado Group is a major player in the watch industry worldwide, offering exciting career opportunities and a strong portfolio of ten widely respected brands: Movado, EBEL, Concord, MVMT, Olivia Burton, Coach Watches, HUGO BOSS Watches, Lacoste Watches, Tommy Hilfiger Watches and Calvin Klein Watches. As our brands expand globally, our employees continue to enjoy the rich experience of a small company environment, with hands-on involvement and exposure to many different aspects of the business. From Product Development to Supply Chain operations, our employees can learn the inner workings of the industry, while growing within the organization. We currently own and operate over 50 Movado Company Stores that offer exceptional value on products from all our fine watch brands. With strategic locations nationwide, this retail division supports our brand image and increases sales for our company. A successful global corporation, Movado Group employs over 1,100 people worldwide. Our corporate headquarters are in Paramus, New Jersey. We have manufacturing facilities in Switzerland and the Far East, and regional offices in France, Germany, the United Kingdom, China including Hong Kong. We enjoy a strong international presence as a leader in the watch industry. From fashion to luxury, our distinctive and diverse brands offer a wide range of growth opportunities. Join the Movado Group team and work for the best brands in the market, while becoming a part of a world-class organization.