Sales Operations Manager

Sales Operations Manager

Classification: Exempt

Reports To: Chief Business Officer

Location: Onsite Santa Cruz, CA

Salary: $70,000-80,000

Key Responsibilities

• Oversee order processing and customer issue resolution by managing the entire order fulfillment cycle, from receipt to delivery, and ensure prompt and effective resolution of customer inquiries, complaints, and escalations.
• Continuously assess the efficiency and effectiveness of existing sales processes, tools, and administrative systems, and implement improvements to optimize productivity and streamline operations.
• Collaborate daily with Sales and Production teams to ensure prompt and effective management and resolution of customer concerns. Proactively address customer issues to ensure timely and satisfactory resolutions that foster positive relationships and loyalty.
• Manage, maintain and optimize the customer relationship management (CRM) system, ensuring data accuracy and integrity, and track key sales metrics to monitor performance, identify trends, and inform strategic decision-making.
• Work closely with sales, marketing, finance, and customer success teams to align goals and improve sales operations.
• Ensure adherence to sales company policies and manage contracts, pricing approvals, and discount structures.
• Ensure accuracy when onboarding new accounts, pricing, processes, and systems for customers and oversee all aspects of the data entry associated with these tasks.
• Direct all Sales divisions (Web, Wholesale, Retail) on order input/processing standards as well as administrative standards, including new processes, tools, CRM, forms, etc.
• Collaborate with the Finance department to manage customer accounts, including billing, invoicing, and collections, and resolve any financial disputes or discrepancies.
• Build a team of brand ambassadors, providing detailed product knowledge to customers.
• Serve as point of contact to provide timely and thorough updates on customer order changes, needs, or challenges to internal teams on all Sales Ops and Administrative related projects and tasks.
• Identify areas of improvement and trends in keeping the Sales Operations team current and relevant, including cross-functional departments.
• Resolve customer feedback, complaints, emergencies, and mistakes and share critical or consistent feedback to cross-functional teams for improvement including KPI tracking and reporting.

Qualifications and Requirements

• 3+ years of customer service leadership; Consumer Packaged Goods industry preferred
• Bachelor’s degree a plus and we encourage a variety of degrees and backgrounds to apply
• Proficient in Quickbooks, Shipstation, Tableau, and Excel (Pivot Tables, vlookup, filtering, sorting, etc.), Asana, Zendesk Sell
• Ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously
• Proactive mindset, a problem solver with the ability to work independently and a strong attention to detail
• Ability to work well in a fast-paced environment

Physical Requirements

During the performance of duties, employees are expected to engage in regular communication, auditory perception, and reading tasks. Reasonable accommodations will be provided to enable individuals with disabilities to fulfill essential job functions. This role is dynamic and involves prolonged periods of sitting, standing, walking, bending, stooping, climbing ladders, and crouching throughout the shift. Additionally, employees will be required to lift and handle items weighing up to 30 pounds. Essential vision capabilities for this role encompass close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Furthermore, adept finger and wrist dexterity are essential for successful performance in this position.

Benefits and Compensation

• Employee Assistance Program (EAP) – Physical and mental health, financial and legal coaching available at no cost to the employee
• Free coffee with every paycheck and 30% employee discount on all merchandise, whole bean, beverages, and food items
• Mentorship and positive work environment
• Paid sick time
• Healthcare Benefits (for full-time employees working over 30 hours per week) including medical, dental, vision and 401k
• Holiday Pay after 90 days of employment. Eight observed holidays per year

Compensation will be commensurate with experience and location. Verve Coffee Roasters is committed to creating an accessible, supportive environment that recognizes and celebrates diversity as an integral component of building a trusted brand and a successful team. Verve is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, and discharge will be based on competence, performance, and business needs.