Post-Sales Operations Manager

About This Role

Company Details

Chery Group is a US distributor of globally recognized heavy construction equipment.

Chery Group's headquarter is located in Garden City, Long Island, and was established in 2013, with locations in Maryland, North Carolina, Texas, Washington, and Canada (Montreal, Toronto).

We are seeking a hands\-on, detail\-oriented Order Operations \& After\-Sales Manager to take full ownership of the post\-order lifecycle. This role is both execution\-heavy and management\-focused \- you will personally handle complex cases while also building processes, tracking performance, and leading continuous improvement across order fulfillment and after\-sales operations.

This role plays a critical role in ensuring operational excellence, customer satisfaction, and scalable systems as we grow.

Key Responsibilities

Order Fulfillment \& Execution

• Oversee the full lifecycle of orders after placement (processing \-\> fulfillment \-\> delivery \-\> completion)
• Personally handle complex or high\-value orders and exceptions
• Coordinate with internal teams (sales, warehouse, suppliers, logistics) to ensure timely and accurate execution
• Identify and resolve bottlenecks in the order process

After\-Sales \& Customer Issue Management

• Manage all post\-sale customer issues including damages, missing parts, delays, returns, and claims
• Build structured workflow for issue handling (RMA, replacements, partial refunds, etc.)
• Ensure fast, professional, and consistent resolution of customer cases
• Escalate critical issues and proactively prevent recurrence

Team Management \& Performance Tracking

• Lead and manage the customer service / after\-sales team
• Establish clear KPIs (response time, resolution time, customer satisfaction, etc.)
• Monitor team performance through data and reporting
• Provide regular performance reports and actionable insights
• Train and mentor team members to improve efficiency and quality

Data Analysis \& Continuous Improvement

• Analyze after\-sales data to identify recurring product or operational issues
• Generate structured reports highlighting trends, root causes, and recommendations
• Collaborate with product, sourcing, and operations teams to improve product quality and reduce issues
• Build a feedback loop from customer issues \-\> internal improvements

Systems \& Process Optimization

• Evaluate and implement tools/software to improve operational efficiency (e.g. help desk, CRM, ERP integrations)
• Optimize workflow across platforms (Shopify, ERP, customer service tools, etc.)
• Drive automation where possible to reduce manual workload
• Continuously improve SOPs and documentation for scalability

Qualifications

• 3\-6\+ years of experience in operation, customer service management, or after\-sales management (e\-commerce or B2B preferred)
• Strong hands\-on capability \- able to execute tasks directly, not just manage
• Experience managing teams and tracking performance metrics
• Strong analytical skills with the ability to turn data into actionable insights
• Familiarity with tools such as Shopify, Zendesk/Tidio, ERP systems, or similar platforms
• Excellent communication and problem\-solving skills
• Detail\-oriented, organized, and process\-driven
• Mandarin (Required)

Pay: $60,000\.00 \- $65,000\.00 per year

Benefits

• 401(k)
• Health insurance
• Paid time off

Work Location: In person