Customer Operations Specialist (Fullerton,CA)

THE ROLE Avocado is currently looking for a Customer Operations Specialist to be part of the Customer Operations Team. You will be reporting to the Customer Operations Manager. The Customer Operations Specialist is responsible for a variety of inquiries from our 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 to name a few of the key points. This individual will be a successful point of contact with proven customer service experience in a dynamic, customer focused and people first organization. *Note on Location: Here at Avocado Green Brands, we treasure teamwork and working together in person. Depending on the role, you will be working on-site at one of our Fullerton locations. *Note on Pay Transparency:. The pay range for this role is $23.00 - $26.75 Hourly. WHAT YOU’LL BE WORKING ON 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. WHAT YOU BRING 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. Experience using NetSuite ERP or similar order management, ERP, or CRM platforms preferred. 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. PHYSICAL REQUIREMENTS Sit: Must be able to remain stationary 50% of the time. Walk: This role involves moving throughout the office and warehouse areas to access different areas and people. Talk/hear: This role frequently communicates with other team members to update on the status of a task or ask questions. Must be able to exchange accurate information in these situations. Lift: light lifting of mail packages. Operate: Constantly operates a computer and other office machines such as printers and tablets. WHAT WE OFFER YOU 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 Thank you very much for your interest in working for Avocado Green Brands. We appreciate your time and review each and every resume that is submitted. You will receive an email within 24 hours that confirms your application has been accepted by our applicant tracking system. If you are selected to participate in the interview process, you will receive an email within two weeks from our Talent Acquisition department. Avocado Green Brands is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Avocado Green Brands is a mission-driven lifestyle and eco-luxury brand, fueled by green living, sustainability, radical honesty, authenticity, storytelling, social responsibility, and remarkable customer experiences. We make mattresses, bedding products, apparel and beauty products in California using the finest natural and organic materials. The mission of Avocado is to be the world’s most sustainable brand - the pinnacle of certified organic mattresses, luxury bedding, and quality wood furniture. As a mission driven company, Avocado asks all employees to uphold its high standards of environmental and social responsibility and support initiatives and strategies that help Avocado continue to raise the bar for what it means to be a sustainable company.