Our Home is seeking a Customer Operations Representative to provide best-in-class support to our Consumer Packaged Goods (CPG) customers. In this role, you will act as the single point of contact, managing inquiries and following the entire order lifecycle while collaborating with Sales, Marketing, Finance, and Supply Chain.
What You'll Do
- Possess or develop a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process.
- Process all orders and order change requests accurately and in a timely manner.
- Determine accurate ship and delivery dates based on inventory, forecasting, lead-time, and customer delivery requests.
- Work closely with internal departments to ensure delivery commitment dates are achieved.
- Proactively analyze and follow up on unshipped customer orders to ensure delivery commitments and customer satisfaction.
- Build quality, long-lasting business relationships with customers, sales, supply chain, finance, quality assurance, and administrative support.
- Review order management reports daily and take proper action to resolve order issues.
- Coordinate with supply chain, production, quality, finance, and sales on order status, expediting, shipping, contracts, credit, pricing, and product availability.
- Verify that orders will be allocated and ready in a timely manner.
- Resolve shipment issues due to incorrect, missing, and/or damaged product.
- Support assigned sales managers/customers, regularly communicating status and important issues.
- Work side by side with sales teams to support all levels of Order-to-Cash requirements.
- Work with Shared Services teams to resolve invoice pricing discrepancies and process appropriate customer credits.
- Meet key metrics including confirming 100% of orders within 24 hours, data accuracy goals >98%, and timely responses to order status inquiries.
- Quickly adapt to changing business needs and requirements.
What We're Looking For
- A minimum of 3-5 years of experience in Customer Service, Order Entry, CPG, Supply Chain, or a related field.
- Excellent organizational and time management skills.
- Ability to prioritize, organize and work independently with minimal supervision.
- Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external).
- Ability 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.
- Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists.
Nice to Have
- Familiarity with ERP/MRP order processing systems, NetSuite preferred.
Team & Environment
You will work closely with Sales, Marketing, Finance, Supply Chain, and other departments to deliver seamless service to our customers.
Benefits & Compensation
- 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
Company Culture
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 is an equal opportunity employer.
