Customer Operations Manager

Our Home; United States; A distancia; USD 85.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Care Plan (Medical, Dental &amp

401k Plan with Company Match

Paid Time Off (Vacation, Sick & PH

Life Insurance (Basic, Voluntary &

Parental Leave

Short Term & Long Term Disability

Descripción de la vacante

Our Home is seeking a Customer Operations Representative to support and collaborate with Sales, Marketing, Finance, and Supply Chain. This role serves as the primary contact for Our Home brands, handling inquiries and ensuring a seamless order lifecycle from entry to fulfillment.

Responsibilities include guiding the team, resolving complex issues, and driving process improvements to enhance customer experiences.

Formación

• Minimum 5 years of experience in Customer Service/Operations, Order Entry, CPG, or related field.
• Experience leading teams and coordinating cross-functional partners.
• Excellent communication and problem-solving skills.
• Strong data analysis and ability to translate insights into actions.

Responsabilidades

• Lead daily order activity for assigned customers and coordinate with teammates.
• Provide escalation support to resolve complex customer and operational issues.
• Monitor SLAs and metrics to drive service improvements and accountability.
• Analyze large data sets to identify trends and inform priorities.
• Coach and mentor team members to build capability and collaboration.
• Partner with leadership to implement process improvements and cross-functional initiatives.
• Lead training and onboarding to strengthen team knowledge sharing.
• Foster cross-functional partnerships to align service strategy with customer outcomes.

Conocimientos

Analytical thinking

Communication skills

Time management

Problem solving

Team interaction

Educación

Bachelor's degree in a relevant field

Herramientas

ERP/MRP systems

NetSuite

Descripción del empleo

As a family of brands, it is Our Home’s ethos to create and provide delicious, wholesome snacks to communities throughout the U.S. at a great value. We strive to create snacks that offer nourishment and a warm and welcoming sense of familiarity. Our Home is not just the house we live in, but the communities of which we are a part. Our Home gets the best snacks into hands, homes, and communities around the country so that we can flourish together.

We believe that a unified culture and shared values are essential to our success. At Our Home…

We have Growth Mindsets: We grow ourselves, our teams, and our company, both personally and professionally.

We embrace Integrity & Accountability: We do what we say we are going to do, and take ownership of our actions.

We Push the Boundaries: We challenge the status quo, and are creative problem solvers who win where others don’t.

We believe that we are Stronger Together: Collaboration is at the center of what we do. We win and lose together.

Our Home makes snacks for everyone and will continue to be known for flavorful snacks with better ingredients that satisfy every occasion and craving. We deliver this through our portfolio of household favorite snack brands, including Pop Secret, From The Ground Up, Food Should Taste Good, Popchips, RW Garcia, Good Health, Parm Crisps, Sonoma Creamery, and You Need This. Our Home is one of the fastest growing Better For You food brands in the country and this explosive growth requires great people with a passion for better-for-you snacks.

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
• A minimum of 5 years of experience in Customer Service/Operations, Order Entry, CPG, Supply Chain, or related field
• Bachelors 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. Ensure immediate and appropriate actions are taken to support our customers and business partners.
• Must be able to prioritize, organize and work independently with minimal supervision and remain productive at all times
• Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external). Must be able to work in a team environment and possess problem solving skills.
• Excellent interpersonal and professional communication skills; both written and verbal
• Must be focused and result oriented toward accomplishment of team and organizational goals. Develop a strong understanding of our customers, processes, products and system tools
• 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 that guide decision-making and effective problem resolution
• Familiarity with ERP/MRP order processing systems, NetSuite preferred
• 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