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.