Customer Operations Leader: Government & Dealer Accounts

Tenicor; Moscow (ID); On-site; USD 70,000 - 100,000; Full time

Job summary

Tenicor, LLC in Moscow, Idaho, is seeking a hands-on Customer Operations Manager to lead a small team responsible for account management, customer service, and community engagement. You will own the end-to-end process for special orders, quotes, and dealer/government accounts, ensuring timely execution and clear communication.

The role emphasizes building scalable processes, managing escalations, and shaping how the organization responds publicly to customer feedback across social channels.

Qualifications

• Experience leading teams or managers.
• Strong written communication with customers and colleagues.
• Ability to set clear timelines and meet them.
• Willingness to learn EOS, Theory of Constraints, and practical operations concepts.
• Experience in firearm industry, military, or law enforcement is not required but preferred.

Responsibilities

• Lead, manage, and hold accountable the Customer Operations team.
• Drive dealer and government orders to completion across Production, Inventory & Fulfillment, and Engineering.
• Own the special order process end to end—quotes, purchase orders, order follow‑up, and customer communication.
• Own the customer service SLA, ticket quality, returns, exchanges, and warranty.
• Own the government purchasing portal and ongoing government orders execution.
• Own how Tenicor answers comments and DMs on social platforms; expand community engagement.
• Build measurables and playbooks to monitor performance; move beyond activity metrics.

Job description

Tenicor, LLC in Moscow, Idaho, is seeking a hands-on Customer Operations Manager to lead a small team responsible for account management, customer service, and community engagement. You will own the end-to-end process for special orders, quotes, and dealer/government accounts, ensuring timely execution and clear communication.

The role emphasizes building scalable processes, managing escalations, and shaping how the organization responds publicly to customer feedback across social channels.