Are you the next Ubique Employee? Come be a part of our dynamic team!
Ubique Group is a digital-forward, consumer-driven powerhouse featuring an expansive portfolio of furniture brands. With over 20 years of building multiple brands from inception to success, Ubique Group offers a wide assortment of furniture solutions and furnishings that balance form, function, and style. At Ubique Group, our fingers aren't just on the pulse of the marketplace; we anticipate it, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey.
Ubique Group is more than a company; we are a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion our employees' individual capabilities and the team's collective power, and we extend that commitment to the families and communities around us.
POSITION SUMMARY
The Operations Manager is responsible for managing the day-to-day operational activities of the Church Plaza business, with primary responsibility for post-sale customer communications, order management, fulfillment coordination, invoicing support, customer service, and sales support.
Reporting to the Director of Church Plaza, this role serves as a key operational partner to the Director and sales team, helping ensure customer orders are processed accurately, fulfilled efficiently, and communicated effectively from order placement through delivery and invoicing.
The Operations Manager works across customers, vendors, sales representatives, freight providers, and internal resources to coordinate activities, resolve issues, and maintain visibility into order and shipment status. The role also identifies opportunities to improve processes, systems, and workflows that enhance efficiency and the overall customer experience.
This is a hands-on role requiring strong organization, attention to detail, customer orientation, communication, and problem-solving skills.
KEY RESPONSIBILITIES
Order Management & Fulfillment
- Manage the post-sale order process to ensure customer orders are processed accurately and fulfilled in accordance with customer expectations.
- Prepare and coordinate Order Confirmations, Order Updates, Arrival Notices, shipment tracking information, and other customer communications.
- Monitor Quick Ship and Generation orders to ensure they move through fulfillment and ship in a timely manner.
- Coordinate Future Ship Date requests and ensure orders are scheduled according to customer requirements.
- Monitor Custom Orders to ensure they are accurately placed with the appropriate factory or vendor and remain on schedule.
- Track incoming shipments and containers and maintain accurate shipment schedules and order-status information.
- Proactively identify potential order delays, discrepancies, or fulfillment issues and coordinate appropriate resolution.
- Maintain accurate and current order information within applicable business systems.
Customer Experience & Issue Resolution
- Serve as a primary operational point of contact for post-sale customer communications and inquiries.
- Provide customers with timely and proactive communication regarding order status, shipment timing, delivery, and other order-related matters.
- Respond to and resolve customer questions, concerns, and order-related issues in a professional and timely manner.
- Manage claims associated with damaged shipments and coordinate resolution with customers, vendors, carriers, and other parties as appropriate.
- Handle customer inquiries regarding replacement and service parts and coordinate appropriate resolution.
- Escalate significant customer issues or business decisions to the Director of Church Plaza as appropriate.
- Identify recurring customer issues and recommend process improvements that enhance the customer experience.
Sales Support & Coordination
- Partner closely with the Church Plaza sales team to support an effective transition from the sale through fulfillment and delivery.
- Provide sales representatives with accurate and timely information regarding order status, product availability, shipping, and customer-related issues.
- Proactively communicate potential delays or operational challenges that could affect customer commitments.
- Provide freight quotes and shipping information to support sales activities.
- Place and coordinate orders for sample chairs and maintain an accurate Sample Log.
- Provide shipment tracking information to sales representatives once samples have shipped.
- Assist the sales team with order-related requests, information, and problem solving as needed.
- Provide the Director and sales team with operational insight regarding recurring customer needs, vendor issues, and fulfillment challenges.
Vendor, Purchasing & Logistics Coordination
- Prepare and place Drop Ship Purchase Orders with vendors accurately and in a timely manner.
- Monitor vendor orders and coordinate shipment information as needed.
- Maintain effective communication with vendors, factories, freight providers, and other operational partners.
- Track vendor and shipment commitments and follow up proactively when orders are at risk of delay.
- Coordinate resolution of vendor, freight, or logistics issues that could affect customer orders.
- Maintain accurate information regarding incoming shipments, containers, expected delivery dates, and associated customer orders.
Invoicing & Accounts Receivable Support
- Prepare and send customer invoices for Custom Orders and other orders requiring payment.
- Maintain accurate Balance Due Reports and conduct appropriate customer follow-up to support timely payment.
- Coordinate with the Director of Church Plaza and Finance as needed to resolve invoicing, payment, or account discrepancies.
- Ensure order and fulfillment information required for accurate invoicing and financial reporting is maintained and communicated appropriately.
Operational Coordination & Continuous Improvement
- Maintain visibility into open orders, problem orders, incoming shipments, outstanding customer issues, and other operational priorities.
- Provide the Director of Church Plaza with timely information regarding significant operational issues, risks, and trends.
- Identify opportunities to improve order management, customer communications, fulfillment, reporting, and administrative processes.
- Develop and maintain clear processes and documentation that support consistent and accurate execution.
- Help ensure operational systems, tools, and information are maintained accurately and used effectively.
- Support implementation of new systems, processes, products, vendors, and other initiatives affecting Church Plaza operations.
- Coordinate across sales, customers, vendors, Finance, and other internal resources to resolve operational issues and keep work progressing efficiently.
- Maintain adequate office supplies and coordinate other administrative requirements necessary for the smooth day-to-day functioning of the office.
QUALIFICATIONS
- Bachelor's degree in Business, Operations, Supply Chain, Management, or a related field preferred, or equivalent relevant experience.
- 5+ years of experience in operations, order management, customer service, logistics, sales support, or a related business function.
- Demonstrated experience coordinating complex customer orders involving vendors, freight providers, and multiple stakeholders.
- Strong customer service orientation and demonstrated ability to resolve issues professionally and effectively.
- Exceptional organizational skills with the ability to manage multiple orders, priorities, deadlines, and customer requirements simultaneously.
- Strong attention to detail and commitment to accuracy and follow-through.
- Strong analytical and problem-solving skills with the ability to identify issues and coordinate effective solutions.
- Excellent written and verbal communication skills.
- Experience with ERP, order management, CRM, or related business systems preferred.
- Proficiency with Microsoft Office applications, particularly Excel.
- Ability to work independently, exercise sound judgment, and proactively manage responsibilities in a fast-paced, customer-focused environment.
Benefits
We offer a competitive benefits package that includes:
- Fully remote position.
- No waiting period for medical, dental, and vision benefits - Available on day one
- Company-paid life insurance and employee assistance program for all employees
- 401K with company match
- Employee discount on Ubique Group products
- Free office chair for remote employees
- Ubique offers 9 paid holidays plus 1 floating holiday per year and up to 18 Accrued PTO days per year.
Ubique Group is an equal-opportunity employer. We seek to employ the most qualified individuals for all our roles.
