Sales Operations Manager

Job Description

Job Description

About Forever Cheese

Forever Cheese imports, manufactures, and distributes premium specialty cheeses and foods. For more than 25 years we've worked with top producers across Italy, Spain, Portugal, Japan, Korea and beyond, supplying retailers, foodservice operators, and distributors across the U.S.

We're now expanding our branded specialty food offerings and scaling our team to meet growing national demand.

The Role

The Sales Operations Manager leads our Customer Service team and the operations that keep Sales moving—order workflow, outbound freight, pricing review, NIF compliance, and reporting. You'll set the service levels we commit to and build the operating cadence that delivers them.

You'll own the communication between Sales and Operations, working closely with both to keep service levels high. You'll manage an inside team that handles the supporting workstreams—NIF submissions, order kickbacks, deductions, and deal-desk approvals.

What You'll Own

Inside team and order workflow

• Manage a team of Customer Service reps supporting our customer segments.
• Run order workflow end-to-end across E21 and customer portals.
• Set and enforce SLAs for queue management, kickback resolution, and order confirmations.
• Make the call on substitutions, short-ships, and credit holds so field reps aren't pulled into operational triage.
• Own outbound freight end-to-end—carrier selection, load scheduling, and in-transit communication—to hit delivery windows and on-time ship targets at the lowest landed cost.

NIF, retailer compliance, and pricing

• Review all New Item Form submissions, serving as the final review before they go to the executive team.
• Keep specs, certifications, and documentation current across every portal.
• Serve as the last line of review on pricing approvals.

Reporting and analytics

• Publish a weekly flash to the Director of Sales: bookings, shipments, fill rate, top wins, top issues.
• Produce monthly scorecards by segment, rep, account, and brand.
• Review and discuss credit requests across businesses for the executive team.
• Own deduction recovery and short-ship reconciliation with AR, with disputes filed inside retailer windows.

What We're Looking For

Required

• 3–6 years in sales operations, commercial operations, or a closely related role, ideally in food, CPG, or distribution.
• Experience managing an inside sales or customer service team.
• A track record of owning order management, reporting, and cross-functional operational workflows.
• Strong analytical chops; comfortable building and presenting dashboards, scorecards, and forecasts.
• Working knowledge of CRM and ERP/order management systems.
• Ability to juggle a high volume of concurrent priorities without dropping things.
• Based in or able to commute to Secaucus, NJ (on-site).

Nice to have

• Background in specialty food, cheese, imported food, or perishable CPG.
• Experience with import-driven supply chains and long-lead-time demand planning.
• Experience with E21 and retailer deduction management.

What You're Like

• You close loops. Open items don't sit on your list for a week.
• You build processes that work when you're not in the room.
• You stay calm under operational pressure and decisive when a call needs to be made.
• You communicate clearly with people across functions and levels.

You think commercially. You understand