As an Operations Manager of Client Services at La Colombe, you will play a critical role in managing and improving our customer service operations, ensuring seamless delivery of coffee products to our clients! Your responsibilities will include leading all aspects of and improving, the ticket management system, fulfillment processes, error tracking, and resolution. You will lead a team dedicated to providing exceptional customer support and work closely with sales and other departments to optimize processes and drive continuous improvement.
Areas of ImpactMANAGEMENT

• Be responsible for the daily operations of the customer service team, ensuring timely and effective responses to client inquiries and issues.
• Implement process improvements to increase efficiency and accuracy in order processing.
• Develop and implement training programs to enhance the skills and knowledge of the client service team.
• Collaborate across teams to facilitate smooth operations for our largest and most sophisticated accounts including those that use order management systems, and food service customers.
• Establish clear performance metrics that are in line with the mission of the business units. Regularly review team performance against these targets.
• Address and resolve escalated, mission-critical, client issues promptly and optimally.

SYSTEM MAINTENANCE

• Ensure all systems including ERP, Ordering Platform, Shipping, Ticketing work collaboratively for evolving business needs.
• Collaborate with IT, data, product owners, and developers to troubleshoot and resolve system issues.
• Lead the ticketing system, ensuring all client issues and requests are logged, tracked, and resolved efficiently.
• Communicate updates or downtime in a proactive and timely manner
• Regularly review and update system processes to align with business needs and technological advancements.

FULFILLMENT OPERATIONS

• Communicate and work to reduce OOS, backorders and product code outs.
• Develop SOPs and manage all expedited shipping, returns, and replacement product requests.
• Supervise and analyze fulfillment center performance metrics to ensure on-time delivery and error-free shipments.
• Establish and maintain strong relationships with fulfillment center managers and shift leads.

VALUE CREATION

• Collaborate with cross-functional teams to drive process improvements and enhance service delivery.
• Lead initiatives to continuously improve customer service operations and client experience.
• Work actively “in the trenches” with business units to solve critical customer issues
• Stay updated on industry trends and best practices to implement innovative solutions.
• Bachelor's degree in Business Administration, Management, or a related field.
• 3- 5 years of experience in customer service management, preferably in a Business to Business (B2B) environment.
• Strong leadership and team management skills.
• Proficiency in using ticketing systems and ERP software.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced and multifaceted environment