Customer Operations Manager

Key Responsibilities

Order management and fulfillment

• Ensure all customer orders are processed accurately and on time.
• Work with our 3PL to coordinate delivery of orders from PS, maintain awareness of lot allocation, and keep finished goods ready for order preparation.
• Monitor finished goods inventory levels and provide guidance on allocation where needed.
• Back up the weekly 3PL conference call: help host it, document discussions and report out on outcomes.

Finance and reconciliation

• Complete bill of lading (BOL) reconciliation on time to support Accounts Payable and inventory reconciliation.
• Partner with the sales account lead and Accounting to resolve finance-related issues such as order discrepancies, credit holds, pricing and claims.
• Participate in month-end inventory, recall preparedness, mock traceability exercises and weekly cycle counts.

Customer and cross-functional partnership

• Maintain clear, consistent communication with the Sales team so customer issues and challenges are handled properly.
• Maintain accurate customer data records in NetSuite and outside it, working closely with customer account support.

Team leadership

• Supervise Customer Service associates on order entry accuracy, communication and onboarding.
• Train team members on their roles, responsibilities and customer service strategy.

Reporting and continuous improvement

• Develop, track and report functional metrics for Customer Service to the business.
• Ensure all daily, weekly and monthly reports are run for analysis.
• Identify opportunities to improve procedures, policies and standard operating procedures (SOPs) that add value to the business.
• Take ownership of new and evolving duties, and spot new opportunities within the Operations department that support organizational goals.

Qualifications

• Bachelor's degree in Business, Finance, Supply Chain or a related field.
• 5+ years of customer service experience, preferably in the CPG industry.
• A credible track record in Customer Service or Consumer Affairs that shows you can improve operations.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Word, Excel and Outlook, as well as web-based applications.
• Ability to work weekends as needed.
• An entrepreneurial and methodical approach to your work.
• A results-oriented, process-driven mindset, with high expectations of yourself and your team.
• A collaborative style, with strength in both giving and receiving feedback.

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