Customer Operations Specialist (Fullerton,CA)

Avocado Mattress • Gilbert, CA

3d • Onsite

About The Position

The Customer Operations Specialist is responsible for a variety of inquiries from key customers. Some tasks include but are not limited to: how to place orders and/or follow up on orders, resolving any order processing or systems issues, parts orders, and coordinating shipping logistics. This individual will be a successful point of contact with proven customer service experience in a dynamic, customer focused and people first organization. This role requires working on-site at one of our Fullerton locations.

Requirements

• Minimum of 2 years of experience in customer service, account management, or a related role, preferably in a manufacturing environment.
• Strong interpersonal, verbal, and written communication skills.
• Ability to effectively communicate internally and externally with customers, vendors, and cross-functional teams.
• Advanced in Microsoft Office Suite (Excel, Word, PowerPoint) and NetSuite.
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Customer-first mindset with a proactive and solution-oriented approach.
• Regular and predictable attendance.

Nice To Haves

• Experience using NetSuite ERP or similar order management, ERP, or CRM platforms preferred.

Responsibilities

• Act as the primary point of contact for assigned accounts, addressing customer inquiries, providing product or service information, and resolving issues in a timely manner.
• Process orders via EDI, e-mail and internal importing processes.
• Coordinate shipping logistics and process shipping labels through Fedex, UPS WorldShip, and other shipping platforms.
• Support customer requests related to replacements, cancellations, address changes, shipping method updates, warranty claims, and order tracking details.
• Meet and strive to exceed departmental performance goals in relation to quality, production and schedule adherence.
• Manage incoming support inquiries which could include providing updates and callbacks within a timely manner and occasionally triaging inquiries that need additional support to the proper department.
• Maintains accurate and current information as it relates to current and anticipated needs of the department.
• Process written customer correspondence and provide the appropriate level of timely follow up.
• Coordinate and track movement of goods through logistics pathways while proactively communicating updates to customers and internal teams.
• Collaborate cross-functionally with Sales, Logistics, Warehouse, Manufacturing, and Customer Experience teams to support operational efficiency.
• Monitor inventory communication and product availability updates to support customer expectations and operational planning.
• Performs other related duties as required and assigned.
• Perform other tasks as directed by the Customer Operations Manager.

Benefits

• Medical (HMO, PPO, HSA)
• Dental
• Vision
• 100% Employer Paid Life Insurance
• 401(k) with employer match
• PTO
• Volunteer days
• Employee product discount
• Annual Bonus Plan
• Training and Tools to be successful along with a strong partnership from your peers and leaders
• Access to wellness apps
• Referral Bonus
• Opportunity to grow

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed