Customer Operations Manager

Who you are

• 5+ years of experience in Customer Operations, Order Management, Logistics, Supply Chain Operations, or a related operational function
• Bachelor's degree in Business, Supply Chain, Operations, Finance, or related discipline preferred
• Demonstrated expertise managing and troubleshooting complex order-to-cash processes within ERP and EDI systems
• Experience working with customer portals, logistics partners, and trading partners to resolve order and shipment exceptions
• Proven ability to lead projects and influence cross-functional teams without direct authority
• Experience coaching, mentoring, or developing peers in a fast-paced operational environment
• Strong analytical, operational decision-making, and problem-solving skills
• Excellent written and verbal communication skills

What the job involves

• The Customer Operations Manager is responsible for strengthening the operational capabilities of the Customer Operations function while supporting day-to-day execution of customer order management
• This role serves as the department's operational expert, partnering with Coordinators to resolve complex issues, build technical and process expertise, and continuously raise the team's overall capability
• Success is measured not only by resolving today's operational challenges, but by improving how the team operates tomorrow
• The Customer Operations Manager identifies opportunities to standardize processes, improve systems, enhance training, and implement scalable solutions that enable growth
• Working closely with Sales, Supply Chain, Logistics, Finance, IT, Warehousing, customers, and external logistics partners, this position helps ensure exceptional service, operational excellence, and continuous improvement across the order-to-cash process
• Serve as the department's operational subject matter expert, providing guidance and support to Customer Operations Coordinators on complex order management, inventory, logistics, ERP, EDI, customer-specific requirements, and cross-functional issue resolution
• Act as the first point of escalation for complex order management, transportation, inventory and accounting issues, coordinating timely resolution across internal teams and external partners
• Build the technical and operational capability of the Customer Operations team through coaching, knowledge sharing, onboarding, training, and reinforcement of best practices
• Develop team expertise in ERP functionality, EDI transaction flows, customer portals, and operational processes to improve first-time resolution and overall execution
• Partner with Coordinators to balance workload and provide operational support during periods of high volume, customer implementations, product launches, and other business-critical initiatives
• Analyze operational trends, recurring issues, and performance metrics to identify capability gaps and recommend actions before customer service is impacted
• Lead cross-functional process improvement initiatives that improve customer experience, increase efficiency, reduce operational risk, and support business scalability
• Identify opportunities to simplify workflows, eliminate manual effort, and standardize processes across the Customer Operations function
• Develop, maintain, and continuously improve SOPs, training materials, playbooks, and operational documentation that build long-term team capability
• Partner with Supply Chain, Sales, Logistics, Finance, IT, customers, and logistics partners on ERP enhancements, EDI connectivity, customer onboarding, systems implementations, and transaction troubleshooting
• Support implementation of new customers, products, distribution partners, and customer requirements by designing scalable operational processes
• Evaluate recurring operational issues to identify root causes and implement sustainable corrective actions rather than short-term fixes
• Monitor operational KPIs and use data to identify improvement opportunities, prioritize initiatives, and measure the effectiveness of process changes
• Champion a culture of continuous improvement, encouraging innovation, operational consistency, knowledge sharing, and adoption of new tools and technologies

Benefits

• 401(k)
• Cell Phone
• Paid Holidays / Vacation
• Paid Sick Leave