Senior Merchandiser (Operations)

Job Brief:
The Senior Merchandiser (End-to-End Order Management & Operational Reporting) works closely with the Customer Success (CS) team and owns the full operational lifecycle of solid wood furniture orders from initial sample approval through repeat mass production and final shipment. This role serves as the central operational hub and master data gatekeeper. Responsibilities include validating all critical technical information before production, procuring specialized hardware, aggressively tracking daily production schedules across 3rd-party factories, managing client claims, securing QC compliance, and delivering proactive, transparent updates and delay escalations to internal stakeholders (Sales, Operations, Management) and clients.
Key Responsibilities & Deliverables:
Responsibilities:
1. Master Data Gatekeeping & New Order Incubation
• Manage the complete lifecycle of new orders from "Sample Approval" through mass production shipments, serving as the operational bridge between Product Development and Mass Production.
• Ensure 100% of critical production data (Color Panels, Technical Drawings, BOM, Assembly Instructions, Packaging
Artwork, Barcodes, Carton Styles, and Testing Standards) is collected, validated, and uploaded to the company platform before production starts.
• Consult with CS team to finalize all packaging, labeling, assembly instructions, and carton specifications, ensuring clear communication to QC teams and factories.
• Collect from CS approval for color panels and manage pre-production samples (PPS) and pilot runs.
2. Hardware Procurement & Management
• Calculate exact hardware requirements based on approved BOMs for Samples, PPS, and Mass Production.
• Execute and monitor hardware purchase orders from suppliers to ensure availability for production without delaying factory schedules.
• Ship replacement parts to customers whenever requested by the CS team.
3. Production Schedule Guarding & Tracking
• Act as the guardian of the Master Production Schedule; monitor daily timelines for all Samples, PPS, and Mass Production POs across production partners.
• Oversee production stages (e.g., cutting, assembling, finishing, packaging), verifying progress against agreed timelines.
• Cross-check factory-provided deadlines, identify early warning signs of bottlenecks, and proactively address risks with Production Managers and factories.
4. QC Monitoring, Claims & Lifecycle Handover
• Consult with QC team to get information about ongoing issues at the factory to escalate to management and CS team.
• Systematically collect, verify, and archive all QC photos and inspection reports in tracking systems, ensuring 100%
compliance before shipments are released.
• Lead the investigation and resolution of claims for items within 30 days; perform Root Cause Analysis (RCA) on initial
defects to update Technical Standards.
• Receive spare parts requests, monitor progress, and ensure requested spare parts are prepared and confirmed on time.
• Compile comprehensive data files to formally transition items to standardized repeat execution after the second successful shipment.
5. Stakeholder Communication & Reporting
• Act as the central communication hub; provide Sales (Customer Success) and Management with accurate, data-backed updates on order progress.
• Immediately escalate confirmed or potential delays to management and Sales with clear root causes and revised ETDs.
• Maintain a systematic log of issues, resolutions, and lessons learned for continuous workflow improvement.