Customer Operations Coordinator

At Movado Group, we are committed to building the strongest brands in the industry and we are passionate about what we do. Our people are fueled by a creative spirit and a drive for excellence that are reflected in every aspect of our business. We offer the watch industry a compelling strategic vision and track record of sustained growth and we offer our employees unparalleled opportunities for career advancement.

We invite you to come share in our success. Our people are the cornerstone of business – we invite you to grow your career with us.

The Customer Operations Coordinator is responsible for the accurate and timely execution of customer orders from receipt through billing and operational closure across Mexico and selected LATAM markets. The role receives and validates manual and EDI purchase orders, creates and maintains SAP sales orders, manages exceptions, supports returns and billing, and protects customer commitments. The position serves as the operational link between customers, Commercial, Global Customer Operations, Accounts Receivable/Credit, Master Data, IT/SAP, Logistics, Warehouse Operations, and the 3PL partner.

• Purchase Order Receipt, Validation and SAP Order Entry
  Receive and process purchase orders submitted through EDI, email, customer portals, or other approved channels, including manual orders for Mexico and selected Rest of LATAM customers.
  Validate customer and ship-to information, store, SKU, quantity, unit of measure, pricing, purchase-order validity, requested delivery date, inventory availability, and customer-specific requirements before order creation.
  Create and maintain SAP sales orders, including approved changes, cancellations, delivery-date updates, store changes, and other authorized adjustments, with a complete audit trail.
  Monitor EDI order reception and promptly troubleshoot rejected, duplicated, incomplete, or missing transactions.
  Coordinate order discrepancies with Commercial, the customer, Master Data, or the appropriate process owner before release.
• Open-Order Management and Customer Commitments
  Perform daily follow-up of open, blocked, incomplete, backordered, or aging orders from receipt through release, fulfillment, shipment, billing, and operational closure.
  Prioritize orders based on customer SLA, channel cut-off, campaign or launch commitments, requested delivery date, commercial impact, and inventory availability.
  Investigate order blocks related to pricing, credit, master data, inventory, delivery conditions, billing, customer documentation, or system interfaces.
  Maintain clear visibility of the issue, owner, action, and expected resolution date, and elevate risks before they result in missed commitments, deductions, cancellations, or lost sales.
  Provide accurate and timely order-status updates to customers and internal stakeholders when required.
• Customer and Channel Requirements
  Maintain working knowledge of the operational requirements for key department stores, wholesale accounts, and digital channels, including Liverpool, El Palacio de Hierro, Coppel, Sears, Amazon Mexico, and Mercado Libre.
  Maintain a current customer-requirement matrix covering order reception, delivery appointments, labeling, documentation, billing, portals, returns, counter-receipts, and escalation contacts.
  Coordinate purchase-order expiration dates, price changes, store changes, and customer-specific order requirements with the appropriate owners.
  Support new-customer, new-store, and new-channel onboarding and confirm operational readiness before the first transaction is processed.
• Liverpool Billing, MIGO and Counter-Receipt Support
  Manage the operational follow-up required for Liverpool invoicing, MIGO confirmation, and counter-receipt completion.
  Investigate missing goods receipts and discrepancies involving purchase orders, stores, quantities, pricing, delivery documents, invoice status, or customer portal information.
  Coordinate document recovery, invoice correction, and re-billing activities with Accounts Receivable, Commercial, Logistics, and the customer as applicable.
  Maintain visibility of open items, aging, financial exposure, actions, and owners until final closure.
• Billing and Order-to-Cash Operational Support
  Monitor billing blocks, e-invoicing exceptions, rejected invoices, missing billing documents, and order-to-invoice discrepancies.
  Troubleshoot operational billing issues and support approved invoice corrections or re-billing activities.
  Provide supporting operational documentation to Accounts Receivable/Credit for invoice disputes, deductions, collection follow-up, and customer inquiries.
  Track and elevate missing PODs when they prevent invoice acceptance, counter-receipt completion, collection, or claim resolution, coordinating recovery with Logistics.
  Support order-to-cash execution without assuming ownership of credit approval, collections strategy, cash application, or final credit-note approval.
• Consignment Orders, Returns and RMA Management
  Create and manage…