<p>We are looking for a <b>Omnichannel Customer Operations Manager</b> who will be responsible for leading and overseeing customer operations across all channels, including B2B (sales back office) and Direct-to-Consumer (e-commerce and retail).</p>&#10;<p>This role will play a key part in ensuring seamless and efficient end-to-end customer processes, driving operational excellence, and enhancing the overall customer experience across all touchpoints. The position requires strong cross-functional coordination and the ability to manage complex stakeholder dynamics.</p><p><br></p><p><b><i>Kwonledge, Skills &amp; Abilities Required</i></b></p><p><b><i><br></i></b></p><p><br></p><ul><li>Proven experience in customer operations or customer service roles both for B2B and B2C, with team management responsibility&#160;</li><li>Strong knowledge of B2B sales back office processes and order management workflows&#160;</li><li>Experience in managing operations for Direct-to-Consumer channels, including e-commerce</li><li>Solid stakeholder management skills and experience working in cross-functional environments</li><li>Strong operational mindset combined with a customer-centric approach</li><li>Excellent organizational, analytical, and problem-solving skills</li><li>Proactive attitude with a focus on continuous improvement and process optimization</li><li><span>Fluent in English</span></li></ul>

<p></p><ul><li><span>Lead and manage customer operations across all channels (B2B, e-commerce, and retail), ensuring consistency and efficiency in processes and service levels</span></li><li>Oversee B2B sales back office activities, including order entry and management, shipment tracking, returns handling, and support to the sales team</li><li>Ensure an integrated and high-quality customer experience across Direct-to-Consumer channels, aligning service standards and workflows</li><li>Design, optimize, and continuously improve end-to-end order management processes, from order intake to delivery and post-sales support</li><li>Collaborate closely with Operations and Warehouse teams to ensure smooth order fulfillment and logistics execution</li><li>Partner with Finance and Accounting to manage administrative and financial flows (invoicing, credit notes, payments)</li><li>Work cross-functionally with Sales, Marketing, IT, and other departments to ensure alignment on tools, processes, and customer experience strategy</li><li>Monitor performance through KPIs and reporting, leveraging data to drive continuous improvement and operational efficiency</li><li>Manage escalations and complex issues, ensuring a proactive, solution-oriented approach</li><li>Contribute to the evolution of systems and tools supporting customer operations&#160;</li></ul><p></p>

<i>BasicNet is committed to creating a supportive and motivating work environment, promoting collaboration and open dialogue, welcoming every voice and idea. In addition, BasicNet offers opportunities for professional and personal development, providing the resources and tools necessary for growth and success.</i>