Customer Ops Coordinator @ Real Soft

Role Description

Not Your Mother's is seeking a detail-oriented Customer Operations Coordinator – SAP Implementation to support the company's transition from Microsoft Dynamics 365 Business Central (BC) to SAP. This position will assist with Customer Operations activities related to the SAP implementation, including:

• Documenting current processes
• Supporting data validation
• Participating in testing
• Tracking issues
• Preparing training materials
• Helping ensure a smooth transition for end users

This individual will work closely with various teams to support customer requirements and end-to-end order-to-cash processes.

Qualifications

• 2-4 years of professional experience in Customer Operations, Order Management, Supply Chain, ERP support, Business Systems, or a related field
• Experience supporting ERP implementation, migration, testing, system adoption, or process improvement initiatives preferred
• Working knowledge of ERP processes supporting sales orders and order-to-cash; SAP exposure is preferred but not required
• Strong understanding of order management, customer master data, pricing, fulfillment, invoicing, and customer service processes
• Experience participating in SIT, UAT, test-script execution, defect tracking, or end-to-end process testing preferred
• Experience supporting data validation, reconciliation, clean-up, or master-data maintenance preferred
• Exposure to EDI, customer integrations, or customer compliance requirements preferred
• Exposure to 3PL, warehouse management, logistics, or inventory-related systems preferred
• Experience with Microsoft Dynamics 365 Business Central is highly desirable
• Intermediate to advanced Excel skills and comfort working with operational data
• Strong organization, documentation, attention to detail, follow-up, communication, troubleshooting, and problem-solving skills
• Ability to communicate clearly with both technical and non-technical stakeholders and translate process questions into actionable follow-up items

Requirements

• SAP S/4HANA exposure or experience supporting SAP implementation activities preferred
• SAP SD / Order-to-Cash exposure
• Experience supporting ERP transformation projects, system testing, documentation, or change management activities
• EDI familiarity, including common order-to-cash transactions such as 850, 855, 856, 810, and 846
• Experience with 3PL/WMS integrations
• Experience supporting high-volume retail customers and complex customer compliance requirements
• Experience developing process maps, functional requirements, test scripts, SOPs, and training documentation
• CPG, beauty/personal care, retail, or other high-volume consumer products experience strongly preferred
• Experience supporting major retailers such as Walmart, Target, Ulta Beauty, Walgreens, CVS, Amazon, and grocery customers is a plus

Measures of Success

• Timely and accurate support of Customer Operations activities related to the BC-to-SAP transition
• Accurate migration and validation of customer master and transactional data
• Thorough participation in testing activities and timely follow-up on defects, questions, and assigned action items
• Effective coordination and documentation of SAP integration questions involving EDI, 3PL, and other Customer Operations systems
• Minimal disruption to customer orders and service levels during cutover and go-live
• Clear documentation, training support, and user readiness assistance for Customer Operations team members
• Reduction of manual processes and workarounds following implementation
• Stable and scalable order-to-cash processes following go-live
• Continued identification and implementation of SAP process improvements

Responsibilities

• Support Customer Operations activities throughout the transition from Microsoft Dynamics 365 Business Central to SAP
• Assist in gathering, organizing, and communicating Customer Operations requirements during SAP design, configuration, testing, cutover, and stabilization activities
• Partner with SAP implementation consultants, IT, and functional stakeholders by providing operational input, documenting requirements, and supporting follow-up actions
• Document current-state BC processes and assist with reviewing future-state SAP workflows, with particular emphasis on the order-to-cash (OTC) process
• Participate in SAP design workshops and capture action items, questions, and Customer Operations process considerations
• Help identify opportunities to simplify manual processes and reduce unnecessary complexity as workflows are reviewed for SAP
• Identify and escalate process gaps, system dependencies, integration questions, and potential operational risks throughout implementation
• Serve as a coordination point between technical SAP resources and Customer Operations users by helping clarify questions, track decisions, and communicate updates
• Support testing plans and scenarios for Customer Operations processes
• Participate in System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, and end-to-end testing for Customer Operations
• Create and execute test scripts covering customer master data, sales orders, pricing, inventory availability, allocations, fulfillment, shipping, invoicing, credits, returns, EDI transactions, and customer-specific requirements
• Document defects and system gaps, track priorities, assist with resolution follow-up, and support retesting as needed
• Validate integrations between SAP and external systems, including EDI platforms, 3PL/WMS environments, customer systems, and other relevant applications
• Ensure testing represents realistic customer scenarios and high-volume operational conditions prior to go-live
• Assist with mapping, organizing, and validating Customer Operations data for migration from BC into SAP
• Validate customer master records, ship-to locations, pricing structures, payment terms, customer hierarchies, EDI attributes, shipping requirements, and other critical master data
• Support validation and reconciliation activities to help confirm completeness and accuracy of migrated data
• Work with IT, Finance, Sales, and Supply Chain teams to help maintain clear data ownership, issue tracking, and governance follow-up
• Help identify legacy data quality issues and coordinate follow-up with the appropriate functional owners prior to migration
• Support development of sustainable master-data processes and controls for the future SAP environment
• Support activities across the order-to-cash lifecycle, including customer and material master data, EDI order receipt, sales order management, pricing, inventory availability, order holds, fulfillment, shipment confirmation, invoicing, returns, credits, and deductions
• Assist with documenting customer requirements for major retail and e-commerce customers
• Coordinate with Logistics and 3PL teams to support validation of order, shipment, ASN, and inventory integrations
• Support EDI mapping, testing, troubleshooting, and validation of key customer transactions
• Identify and communicate opportunities to reduce manual work through SAP functionality and system integrations
• Participate in development and execution of the Customer Operations SAP cutover plan
• Validate open orders, customer master data, inventory visibility, pricing, and other critical information prior to go-live
• Assist with tracking Customer Operations readiness items and go-live preparation activities
• Provide hands-on support during go-live and hypercare
• Investigate SAP issues affecting customer orders, shipments, invoicing, or service levels and coordinate follow-up with the appropriate teams
• Maintain post-go-live issue trackers, document recurring themes, and assist with follow-up until corrective actions are completed
• Assist with developing SOPs, process maps, training materials, and SAP job aids
• Support SAP training for Customer Operations users by helping prepare materials, coordinate sessions, and answer process-related questions
• Help prepare the organization for changes in roles, processes, controls, and workflows resulting from SAP implementation
• Build working knowledge of SAP processes and serve as a day-to-day resource for Customer Operations users
• Promote consistent adoption of standardized SAP processes across the team
• Support Customer Operations SAP activities following implementation by assisting with documentation, troubleshooting, reporting, and process follow-up
• Identify opportunities to improve automation, system utilization, data quality, and process efficiency
• Partner with IT and SAP support resources to log enhancement requests, track recurring issues, and coordinate resolution updates
• Review system and operational data to help identify order failures, service issues, and process inefficiencies
• Support future SAP enhancements, integrations, releases, and business process changes