About Us:

NHS Inc., based in Santa Cruz, California, has been part of skateboarding for over 50 years. We build and support iconic brands like Santa Cruz Skateboards, Independent Trucks, Creature, OJ Wheels, MOB Grip, Slime Balls, Bronson Speed Co., and more.

Our goal is simple: be the most innovative and sought-after skateboard company in the world.

We stay close to skateboarding, not from the sidelines but from within. Our brands are shaped by the riders, creators, and communities pushing things forward every day.

That energy drives everything we do, from product to marketing to how we show up as a company.

We bring that same mindset to our team. We believe in progression in your work, your career, and your life. If you’re wired that way, you’ll feel at home here.

Location/Work Style :

Please note this is a Full-Time, Hybrid position at our Santa Cruz, CA. headquarters.

About the Role:

The Customer Experience & Sales Operations Coordinator plays a critical role in supporting the day-to-day operations of the sales team, with a focus on direct-to-consumer customer experience, international distribution, key account management, and internal coordination. This role operates customer communications, ensures accurate order processing, supports sales programs, maintains essential data systems, and acts as a central point of communication across departments including sales, warehouse, marketing, and customer service.

What You’ll Do:

Customer Experience & Communications:

Manage inbound NHS Skate Direct and B2B customer communications across multiple channels:

Email exchange
Live and offline chat
Phone calls (direct-to-consumer and B2B)
Social media DMs (Facebook, Instagram) and TikTok Shop chats
Resolve customer inquiries related to Order status and tracking, Shipping issues, Returns and exchanges
Payment issues and chargebacks
Maintain accurate, professional responses using approved templates and brand tone
Escalate complex issues as needed and track resolutions to completion

Monitor and respond to customer reviews, questions, and feedback through YOTPO, ensuring timely and appropriate communication. Maintain documentation for recurring issues, FAQs, and standard resolutions

Support the transition to a centralized Customer Experience (CX) platform, including train and improving the AI chatbot so it can better answer customer questions, Setting up response time expectations for each customer support channel (email, chat, social, etc.) and tracking key performance metrics like response times and customer satisfaction to measure performance.

International Sales Support

Coordinate and distribute dropship data and invoices to international distributors, including updates on shipments, cancellations, and order status
Manage freight forwarder details and ensure accurate shipping information for all dropship orders
Support hardgoods dropship operations, including pricing, discounts, and order form management
Monitor and follow up on outstanding international customer payments
Process and manage order entry, credits, warranties, and return authorizations (RA’s)
Ensure accuracy when releasing orders to the warehouse, including pricing, discounts, fill rates, case quantities, and shipping details
Maintain and update distributor contact information, shipping details, shipping and complience documentation, and communication lists within internal systems

Sales Department Coordination

Monitor reseller pricing online to ensure compliance with MAP (Minimum Advertised Price) policies using software tools. Maintain and update prebook goal sheets and reporting tools
Maintain and clean up sales contact data within internal systems
Manage window wrap allocations, communications, and order processing
Create and maintain order forms for dropship, MSO, and other programs
Process softgoods sample orders and related credits
Hang Samples and Maintain showroom and product display areas, ensuring organization and accuracy
Departmental credits and return authorizations
Qualify new account inquiries and prepare for sales rep
Prepare forecasting and goal reports for leadership
Support internal events and meetings, including logistics and note-taking
Manage shipping and logistics for sales, marketing, and photo samples

Requirements & Qualifications

Excellent written and verbal communication skills
2–4 years of experience in sales support, customer service, operations, or a related role
Strong organizational skills with high attention to detail
Ability to manage multiple priorities in a fast-paced environment
Experience with order management systems, CX platforms, or CRM tools preferred
Proficiency in Microsoft Excel and reporting tools
Familiarity with international shipping, distribution, or wholesale environments is a plus

What You Get:

We offer competitive compensation, including incentive and profit-sharing bonuses, comprehensive health coverage, a 401K plan, and paid time off.

More importantly, you’ll be part of a company that has helped shape skateboarding for decades. Our brands, products, and riders have influenced generations, and our employees play a direct role in that legacy every day.

NHS is built for the long term, and many of our team members have spent years, even decades, growing their careers here. We value creativity, collaboration, and people who care deeply about what they do.

If you’re looking to do meaningful work with passionate people in an industry you love, you’ll feel at home here.

Physical Requirements:

This position requires the ability to sit for extended periods, operate standard office equipment, and engage in frequent verbal and written communication. Occasional walking, bending, or lifting up to 10 pounds may be required. Visual acuity for computer work and reading printed materials is essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hourly Range: $22 - $25

Please apply online: https://nhs-inc.com/jobs/customer-experience-sales-operations-coordinator

PLEASE NO CALLS

NHS, Inc.

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Customer Experience & Sales Operations Coordinator