Operations Lead - Azalea Wang

About Azalea Wang Azalea Wang is a fast-growing footwear and fashion brand with a bold point of view, sold directly to consumers and through national retail partners such as Dillard's, Boot Barn, Cavender's, ASOS, and Urban Outfitters. We're a lean team, which means your ideas don't sit in a queue. You'll see the impact of your work on the business every week. If you like owning outcomes, fixing what's broken, and building the processes a growing brand needs, this is a place where you can make things happen. Position: Operations Lead Location: Chicago, IL (On-site) Position Overview The Customer Operations Specialist owns the order-to-delivery experience for our key wholesale accounts. You'll make sure every PO is shipped correctly, on time, and to each retailer's requirements, then tracked, invoiced, and reported on. You'll be the go-to operations contact for your accounts. That means communicating proactively, spotting issues before they reach the customer, and working closely with Sales and Finance. You'll also partner with our Operations Lead to map processes, build automations, and define the system improvements that help us scale. Key Responsibilities Key Account Order Management & End-to-End Delivery Own the end-to-end delivery process for assigned key accounts, from PO receipt through shipment, ASN, invoicing, and proof of delivery. Release orders to our 3PL warehouse with clear instructions on each retailer's routing, labeling, packing list, and carrier requirements. Make sure shipments follow each retailer's vendor guide and compliance rules, carton marking, and ship-to accuracy. Coordinate with the warehouse, freight forwarders, and carriers to resolve holds, shortages, missing POs, and delivery exceptions. Tracking & Reporting Keep the customer order tracker accurate and current for every key account PO. Track inbound shipments from factories and forwarders, and flag late or at-risk orders before they affect a retailer's ship window. Share regular updates with the team on new arrivals and available-to-sell inventory. Build and maintain reporting and dashboards on on-time shipment, fill rate, open orders, chargebacks, and delivery exceptions. Turn data into clear recommendations for Sales, Finance and the Operations Lead. Customer Communication Serve as the day-to-day operations contact for key account buyers, planners and logistics teams. Communicate proactively. Share shipment status, risks and recovery plans before the customer has to ask. Manage retailer portals and requests, including PO confirmations, top-up orders, routing requests and compliance documents. Handle escalations calmly and follow them through to resolution. Cross-Functional Partnership Partner with Sales on new orders, order changes, delivery dates, and account priorities. Work with Finance and Accounts Receivable on invoicing, deductions, chargebacks, and payment issues. Coordinate with production and sourcing on factory POs and delivery timelines. Direct and support outsourced operations partners who help keep trackers and invoicing up to date. Process Improvement, Automation & Systems Support the Operations Manager with process mapping of current and future-state workflows. Spot manual, repetitive work and help build automations, including AI-assisted workflows, to remove it. Gather and document business requirements for system improvements Take part in system implementations and testing (e.g., EDI, ERP, B2B e-commerce and wholesale platforms) SOPs & Key Account Onboarding Write and maintain clear SOPs for order processing, shipping, invoicing and exception handling. Support onboarding of new key accounts: vendor setup, EDI and label testing, portal access and compliance review. Build account playbooks that capture each retailer's requirements so the whole team can execute consistently. Qualifications 5+ years of experience in customer operations, account management, order management or a similar customer-facing operations role. Direct experi…

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