About the Company: 

Mercana is one of North America’s leading home furnishings wholesalers, with interior designers and retail partners around the globe. As a “design-first” company, we produce unique pieces for the home each season, including wall art, furniture, lighting and home decor accessories. 

Position Summary: 

At Mercana, we are dedicated to delivering exceptional customer experiences and setting new standards. As our Customer Operations Manager, you will play a pivotal role in our mission, transforming our customer operations in the Retail and Design categories. Your work will drive innovation, develop efficient systems and processes, and lead our operations, focusing on operational efficiency, customer satisfaction, and cost reduction. This role is crucial in our journey to redefine excellence through innovation, collaboration, and continuous improvement.  

Roles & Responsibilities: 

Customer Relationship Management:  

• Champion a customer-centric attitude for service and support. 

• Lead the team responsible for the first point of contact regarding order fulfillment, returns and claims. 

• Establish protocols and procedures to ensure that your team provides exceptional support to all our Sales team members. 

• Establish a protocol for proactively capturing customer experience. 

• Manage all escalated interactions, including negotiating settlements. 

Customer Order Operations: 

• Oversee the end-to-end order fulfillment and returns processes to ensure that all customer orders are processed and delivered efficiently and according to Mercana standards. 

• Implement control measures to verify order details, product availability, and shipping information.  

• Collaborate and support the cross-functional development of workflow efficiency to improve customer experience and reduce costs. 

• Collaborate and work closely with the Quality Management and Products teams to drive continuous improvements and resolve recurring issues in product quality based on insights from customer claims.   

• Establish protocol, including reporting mechanisms, to identify and mitigate risks related to order delivery or returns. 

• Manage all Staff Orders  

Leadership: 

• Build and lead a high-performing team dedicated to operational excellence. 

• Responsible for resolving and escalating major customer issues to the Sr. Director, Finance & Operations, and negotiating settlements to ensure satisfactory resolutions.  

• Analyze data and generate reports to identify trends, issues, and opportunities for improvement.  

• Provide actionable recommendations based on data analysis to enhance operational performance.  

• Develop, monitor and achieve key performance indicators (KPIs) related to order fulfillment, claims processing and customer satisfaction. Regularly review these metrics to identify trends, measure performance, and drive continuous improvement.  

• Manage the reception / office management function.  

• Manage the Operations of Mercana’s Tradeshows, ensuring sales staff and customers have an exceptional experience. Be a backup and support to the sales team for customer orders, especially for larger customers. 

• Other assignments correlated to your role may be assigned by management.  

Key Performance Indicators (KPIs): 

• Customer Satisfaction: Ensure our customer experience aligns with corporate service expectations. 

• Order Fulfillment: Ensure customer expectations are met through exceptional order fulfillment and communication. 

• Claims Processing: Measuring the speed of solutions should an exception to quality or service arise.  

Qualifications: 

• 3 - 5 years of proven experience in operations or customer service operations, ideally in a retail or wholesale envionment

• 2- 3 supervisory or management experience. 

• Furniture industry experience preferred

• Strong communication and leadership skills  

• • Conflict resolution and strong attention to detail. 

  • Proficiency in Microsoft Office Suite and Business Central. 

  • Ability to work effectively in a fast-paced, dynamic environment. 

   

   

  What we offer 

  • Excellent Compensation Package including: 

  • Salary Range: 60,000-75,000 based on experience 

  • Extended Health & Dental benefits, which includes an HCSA 

  • Annual vacations starting at two weeks 

  • Employee discounts on products 

  • Great Workplace culture: 

  • Great coworkers 

  • Regular social events 

  • Beautifully curated office space. 

  • Career growth opportunities. 

   

  If you are a self-motivated professional seeking a rewarding opportunity to excel in the furniture distribution and retail sector, we want to hear from you. Join our team at Mercana and become part of a dynamic and customer-focused organization that values innovation and teamwork. 

  To apply, please submit your resume highlighting your relevant experience and accomplishments. We appreciate all applicants' interest, but only those selected for an interview will be contacted. 

  Mercana is an equal-opportunity employer. We embrace diversity and strive to create an inclusive environment for all employees.  If you require accommodations during the interview process, please let us know.