Customer Operations Manager
About The Position
The Customer Operations Manager oversees the end-to-end customer experience, leading order management, onboarding, and customer service processes. The role coordinates across Sales, Logistics, Production, and Finance to ensure timely and accurate order fulfillment. During peak seasons, the manager oversees temporary staff for direct-to-consumer and corporate gift programs. The role leads onboarding for new wholesale, private label, and co-manufacturing customers, including account setup, EDI, labeling, portals, and shipping requirements. It oversees order processing and customer inquiries, coordinates across internal departments, leads customer service staff and seasonal teams, maintains SOPs and service standards, and identifies process and system improvements. The manager also manages holiday direct-to-consumer and Corporate Gifts programs and trains and supervises temporary staff to support timely, accurate service.
Requirements
- At least 5 years of experience in customer service, customer operations, or order management in manufacturing environments.
- Experience with EDI and ERP systems.
- Experience with cross-functional coordination.
- Strong organizational, problem-solving, and communication skills.
Nice To Haves
- Prior supervisory experience, including managing temporary staff.
Responsibilities
- Lead onboarding for new wholesale, private label, and co-manufacturing customers, including account setup, EDI, labeling, portals, and shipping requirements.
- Develop standardized onboarding processes and coordinate cross-functional teams.
- Oversee order processing, including entry, EDI, pricing, availability, shipping, documentation, and delivery changes.
- Monitor orders proactively to identify and resolve potential issues.
- Respond professionally to customer inquiries via phone, email, and portals.
- Serve as liaison among Customer Service, Sales, Logistics, Production, Purchasing, Finance, and R&D.
- Communicate customer needs and resolve issues before they escalate.
- Lead, mentor, coach, and train customer service staff and seasonal temporary teams.
- Establish and maintain SOPs and service standards.
- Identify opportunities to improve efficiency, accuracy, responsiveness, and customer communication in order management.
- Maintain knowledge of ERP, EDI, and customer portal systems.
- Manage holiday direct-to-consumer and Corporate Gifts programs.
- Train and supervise temporary staff to ensure timely, accurate service.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
