Hands-On Order Operations Lead for Customer Success

Brio Water Technology; Glendale (CA); On-site; USD 64,000 - 78,000; Full time

Benefits offered by this job

401K Retirement Plan

Paid Vacation Time

Paid Holidays

and More!

Job summary

Brio Water Technology, a Home Organizers, Inc. company, is seeking an Order Operations Manager to oversee our order management operations while staying hands-on in daily work. This role focuses on ownership, problem solving, and leading by example.

You will coordinate with Purchasing, Warehouse, Logistics, and Operations to move orders from receipt to fulfillment, while driving improvements to customer experience and maintaining high accuracy and customer satisfaction.

Qualifications

• 4+ years of hands-on supervisory experience in order management or related operations.
• Experience coordinating with Purchasing, Warehouse, Inventory, and Logistics.
• ERP experience, Sage preferred; CRM/Salesforce experience a plus.
• Excellent communication and conflict-resolution skills.

Responsibilities

• Serve as the lead resource for order management operations.
• Manage customer orders from receipt through fulfillment and delivery.
• Monitor order status and proactively communicate updates to customers.
• Coordinate with Purchasing, Warehouse, Inventory and Logistics teams.
• Resolve escalated customer concerns, shipping issues, and order discrepancies.
• Manage backorders and special/custom orders while maintaining customer satisfaction.
• Support Will Call customers and ensure a seamless pickup experience.
• Identify process improvements to increase efficiency and customer experience.
• Help train, mentor, and support customer service team members.
• Maintain accurate customer records in ERP and CRM systems.
• Partner cross-functionally to address inventory shortages and fulfillment challenges.

Skills

Order management

Customer service leadership

Problem solving

Communication skills

Decision making

Organizational skills

Tools

Sage ERP

Salesforce

Microsoft Excel

CRM systems

Job description

Brio Water Technology, a Home Organizers, Inc. company, is seeking an Order Operations Manager to oversee our order management operations while staying hands-on in daily work. This role focuses on ownership, problem solving, and leading by example.

You will coordinate with Purchasing, Warehouse, Logistics, and Operations to move orders from receipt to fulfillment, while driving improvements to customer experience and maintaining high accuracy and customer satisfaction.