[Hiring] Customer Operations Manager @Our Home

Role Description

We are seeking a Customer Operations Representative, who will support and work effectively with Sales, Marketing, Finance, Supply Chain and other departments to provide best-in-class service to our CPG customers. This position makes it significantly easier for our customers (external and internal) to conduct business by providing a single source of contact for all levels of support for all Our Home brands. This role completes all customer inquiries in a manner that meets or exceeds expectations and drives a dynamic customer experience. They also play an integral role in following the life cycle of the order and is responsible for handling complex issues throughout the order fulfillment process. Proactively identifies opportunities and suggests improvements that will mutually benefit Our Home and our customers.

Key Responsibilities

• Lead by example, providing clear daily guidance and hands-on support to help the team succeed
• Own daily order activity for assigned customers, coordinating with teammates to deliver consistent, reliable service
• Serve as a trusted escalation point, bringing the right partners together to resolve complex customer and operational issues
• Monitor team performance, SLAs, and key metrics to focus team efforts and reinforce shared accountability for service results
• Analyze large data sets to identify trends, draw actionable conclusions, and use analytics to guide team priorities, operational decisions, and service improvements
• Coach and mentor team members to strengthen skills, build confidence, and foster collaborative problem-solving
• Partner with leadership to advance process improvements and initiatives, aligning team contributions with shared goals
• Take an active role in training, onboarding, and knowledge sharing to build team capability and a culture of mutual support
• Engage teammates in identifying workflow improvements and efficiency opportunities that strengthen how the team works together

Scope & Expectations

• Balance ownership of individual deliverables with proactive team support, modeling accountability and a team-first approach
• Build strong cross-functional partnerships to influence service strategy, align priorities, and unite teams around shared customer outcomes

Qualifications

• A minimum of 5 years of experience in Customer Service/Operations, Order Entry, CPG, Supply Chain, or related field
• Bachelor's degree in a relevant field preferred
• Demonstrated experience managing teams, including setting clear expectations, coordinating workloads, coaching and developing team members, and fostering collaboration and shared accountability for service goals
• Excellent organizational and time management skills
• Must be able to prioritize, organize and work independently with minimal supervision
• Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external)
• Excellent interpersonal and professional communication skills; both written and verbal
• Must be focused and result oriented toward accomplishment of team and organizational goals
• Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists
• Demonstrated ability to analyze and interpret large data sets, identify trends and root causes, draw sound conclusions, and translate analytical insights into actionable recommendations
• Familiarity with ERP/MRP order processing systems, NetSuite preferred

Requirements

• Must be able to work in a team environment and possess problem-solving skills

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401k Plan with Company Match
• Paid Time Off (Vacation, Sick & Public Holidays)
• Life Insurance (Basic, Voluntary & AD&D)
• Parental Leave
• Short Term & Long Term Disability