Customer Operations Manager Jobs

**THIS IS NOT A JOB AT FORCEBRANDS**

Retail Customer Operations Manager

WHO YOU ARE:

• The thought of being at a rapidly growing company where you’ll wear many hats, juggle shifting priorities, and establish and build processes and best practices excites you!
• Killer instinct mentality: Willing to roll up sleeves, figure stuff out, and get things done even when they don't seem to be in your wheelhouse. No task is too small and you will go out of your way to make sure you solve every problem with a sense of purpose.
• Extremely customer-focused with an unrelenting desire to provide world class customer service while simultaneously keeping the company’s best interest in mind.
• Able to thrive in a fully remote work environment under minimal supervision.

RESPONSIBILITIES:

As our Retail Customer Operations Manager, you will be responsible for supporting Retail Operations:

• Continuously evaluate Retail Operations team and resourcing needs and make recommendations on when additional resourcing is needed while maintaining a lean mindset. Own the hiring and onboarding process for additional Retail Operations team members.
• Lead the team responsible for day-to-day execution and management of order to cash cycle- Order entry, accuracy, and execution from order receipt through customer delivery all the way through invoicing and payment collection.
• Provide customer support for pre order activities - including customer setup, operational requirements adherence, and systems connectivity.
• Take the lead and hold hands with Finance to create or improve any functions and processes that Retail Ops and Finance collaborate on such as order reconciliation and Month’s End close.
• Evaluate, architect, and manage systems implementations, such as an ERP system, to balance optimizing order and finance processes with the need for detailed reporting for the Executive team.
• Develop Retail Customer Operations goals, strategies, and initiatives that align with the broader Supply Chain team and support the company’s strategic plans.
• Build sustainable processes and systems from scratch, focusing on efficiency and scalability as we onboard with new retail customers and build out our Retail Customer Operations team.
• Implement robust systems to track, document, and fight deductions and chargebacks, identifying trends and root causes. Work closely with Sales, Customer Service, and Finance teams to dispute and resolve invalid chargebacks, recovering funds whenever possible.
• Maintain a strong focus on data integrity in all systems associated with order fulfillment, order management, and order invoicing.

REQUIREMENTS:

• Experience managing direct reports.
• 2+ years experience working in Customer Operations with distributors such as UNFI, and Kehe and with retailers in the Natural CPG space.
• Strong understanding of Retail Operations finance.
• Elite organizational skills and ability to pay close attention to the details.
• Extremely tech savvy. Able to learn, navigate, and teach how to use both internal and external tools and systems: Quickbooks, ERP systems, SPS Commerce, Kehe Connect, etc.
• Extremely process-oriented with the ability to identify and define issues, create scalable processes, and implement those processes with team members both in and out of the department.
• Excellent(best of the best) written and verbal communication skills in a customer-facing role.

IDEAL CANDIDATES WILL HAVE:

• Experience working in a high growth, startup environment.
• Good to advanced Excel and google sheets skills. Excellent quantitative and qualitative analytic skills with the ability to formulate and articulate valid conclusions through reporting.
• Supported a team through an ERP implementation.
• Experience working with additional sales channels outside of Natural Grocery such as FDMC and Amazon.