Customer Operations Manager

Job Title: Customer Operations Manager

Location: Remote (only apply if you're located in the Chicago area or willing to relocate)

Reports to: VP of Sales

Job Type: Full-time

Company Overview:

We are a rapidly growing player in the natural private label food industry (40 team members), dedicated to providing high-quality, organic, and sustainably sourced food products. Our commitment to excellence, innovation, and ethical business practices sets us apart in the industry. Our key ingredient to success is the team itself and as we continue to expand our product portfolio and market presence, we are seeking a strategic and hands-on operations professional to join our dynamic team to drive operational excellence across the organization.

Position Summary:

We are looking for a highly motivated and driven Customer Operations Manager to start as soon as possible. Reporting to the VP of Sales, the role will consist of managing customer satisfaction by answering to client needs and coordinating internally with the departments of sales, operations, and procurement.

As the ideal candidate, you will take charge of all aspects of customer service and foster positive relationships with our clients. If you know how to find unique ways to deal with customer’s urgent needs and specific requests, you’d be a perfect fit for this position. The Customer Operations Manager will support, lead, and improve the operations involving clients and will be the key point of contact for all customer-related inquiries.

Key Missions will include:

• Manages key customer inquiries in a timely fashion
• Organizes customer setup, documentation preparation, new item forms creation, and reporting in the ERP system
• Confirms order receptions, sends ETA to customer/distribution centers, and follows through on fulfillment
• Liaises interdepartmentally to ensure timely and complete shipment of orders, from purchase order  reception to assistance with invoice creation and review
• Resolves order discrepancies via coordination with customers, sales, operations, and accounting
• Handles customer inquiries, concerns, and any inbound communications in a clear, professional, and concise manner

• Achieves productivity standards and goals while maintaining the highest level of customer service
• Engages in process improvement creates new standard operating procedures

Essential Requirements and Qualifications:

• A Bachelor's degree in business administration or related field
• 5-7 years of experience in customer operations or sales administration in the food/CPG industries dealing directly with supermarket chains and retailers
• Outstanding written and verbal communication skills to collaborate interdepartmentally and with customers
• Strong systems skills on Google Suite, specifically Google Sheets. Experience with EDI is a plus
• Experience and comfortability using an ERP system (SAP Business One preferred). Mac experience is a plus.
  
• Maintains extreme attention to detail all-the-while working in a fast paced environment
• Strong organizational, time management and problem solving adeptness

Preferred Requirements and Qualifications:

• Experience with handling natural/organic products similar to the company's existing portfolio.
• An affinity for the products and mission of NSI

Work environment:

• Remote work available but candidates must be living in Chicago to be in close proximity to NSI’s office locations. Please do not apply if you are not willing to relocate.
• Training will happen in Los Angeles, California in person at the company headquarters for the first 1-2 weeks

What We Offer:

• 100% employer paid premium health insurance including medical, dental and life insurance
• Supplemental coverage for vision, disability insurance, cancer, and hospital stays
• Generous vacation, paid holidays (14), sick days (6), and you get your birthday off
• 401(k) retirement plan with employer match
• Flexible, remote position

NSI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.

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