Customer Operations Manager

SUMMARY:

The Customer Operational Manager is responsible for leading and developing the Customer Service team to ensure exceptional service delivery to Pelsis customers. This role oversees daily customer service operations, ensures efficient order processing, resolves escalated customer concerns, and supports the sales organization by maintaining strong customer relationships.

The Customer Operational Manager collaborates closely with Sales, Operations, Supply Chain, and Finance to ensure accurate order management, effective communication, and high levels of customer satisfaction across the North American market.

In addition, this role will help scale and evolve the team over time, including preparing the organization for future functions such as Account Management and Inside Sales. The ideal candidate will bring prior experience supporting or leading these roles to ensure a smooth and effective expansion of customer‑facing capabilities as the business grows.

DUTIES AND RESPONSIBILITIES:

• Lead, coach, and develop the Customer Service team to deliver excellent customer support and maintain high service standards.
• Oversee daily customer service operations including order entry, order tracking, product inquiries, and issue resolution.
• Ensure timely and accurate processing of customer orders while maintaining compliance with company policies and procedures.
• Serve as the escalation point for complex customer issues and work cross-functionally to resolve them quickly and effectively.
• Partner closely with the Sales team to support customer accounts, pricing inquiries, promotions, and order coordination.
• Monitor customer service performance metrics such as response times, order accuracy, and customer satisfaction levels.
• Develop and implement processes that improve operational efficiency and enhance the customer experience.
• Collaborate with Supply Chain and Operations to address inventory availability, shipping timelines, and fulfillment challenges.
• Train and mentor customer service representatives to ensure consistent performance and professional growth.
• Assist in implementing systems, tools, and reporting that support improved customer service operations.
• Prepare reports and provide updates to leadership on service performance, trends, and opportunities for improvement.
• Support long-term organizational growth by helping design workflows, processes, and structure for future Account Managers and Inside Sales personnel.
• Participate in hiring, onboarding, and developing future customer‑facing roles as the department expands (e.g., Account Managers, Inside Sales Representatives).
• Ensure cross-functional alignment between Customer Service, future Account Management, and Inside Sales functions to deliver a seamless customer experience.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Communications, or related field preferred.
• 3-5 years in a leadership role managing business-to-business (B2B)customer service, customer operations, or account support teams.
• Prior experience of managing or supervising a customer service team strongly preferred.
• Experience supporting or leading Account Management and/or Inside Sales teams strongly preferred; candidate must demonstrate ability to build scalable customer-facing functions.
• Proven track record of developing team structures, processes, and performance standards for growing commercial organizations.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Experience working in a manufacturing, distribution, or B2B environment preferred.
• Ability to work cross-functionally with sales, operations, and supply chain teams.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Proficiency with ERP systems, CRM platforms, and Microsoft Office applications.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Primarily office-based work environment.
• Prolonged periods of sitting and working on a computer.
• Occasional walking through warehouses or manufacturing areas when supporting operations.
• May require occasional travel for customer visits, meetings, or company events.

EEO STATEMENT:

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status.

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