Job Summary

The Customer Operations Manager Retail will oversee customer service operations and manage order fulfillment for major retail accounts, including Walmart, Costco, and other national retailers. The position requires commitment to the companies core values: cooperation, integrity, a solid work ethic, decisiveness, and agility.

Essential Functions

• Manage customer service activities for high-volume retail accounts.
• Process, monitor, and coordinate purchase orders from major retailers.
• Ensure accurate and on-time shipment of orders in collaboration with warehouse, logistics, and sales teams.
• Serve as the primary point of contact for customers regarding order status, inventory, shipping, and issue resolution.
• Monitor retailer compliance requirements, routing guides, and shipping deadlines.
• Resolve order discrepancies, chargebacks, and customer concerns promptly and professionally.
• Develop and improve customer service processes to enhance efficiency and customer satisfaction.
• Lead, coach, and support the customer service team (8-10 team members).

• Accountable for developing, maintaining, and nurturing relationships with our customers and various business partners to ensure timely fulfillment and execution of our goods.
• Keep management informed on performance, issues, and improvements.
• Facilitate and participate in team and leadership meetings.
• Ensure that all policies, procedures, and controls are followed and that all reports are completed accurately and submitted on time.
• Use initiative and judgement in making decisions, keeping with CDI's best interests.
• Provide regular analytics of production against goals and ensure communications are disseminated to sales teams and customers regarding inventory positions.
• Implements training and quality assurance programs for new hires and experienced employees.
• Acts as a liaison between the customer service department and other departments in the company.
• Maintain professional relationships with coworkers, customers, and vendors.
• Performs other duties as assigned.

Supervisory Responsibilities

The Customer Operations Manager Retail oversees the customer service team located in the Fresno office. Leadership responsibilities include:

Lead:

• Clearly communicate the company's vision & goals and how the team's work contributes to them.
• Set a positive example through their own work ethic, attitude, and commitment to quality.
• Develop and empower team members by delegating tasks effectively and providing opportunities for growth and development.

Guide:

• Provide clear instructions and expectations, along with the "why", for tasks and projects.
• Offer regular feedback and coaching to help team members improve their skills and performance.
• Foster a sense of teamwork and shared purpose, emphasizing that the team is stronger together.

Support:

• Recognize and celebrate team accomplishments and individual contributions.
• Advocate for the team's needs and concerns, up, down, and across the organization.
• Encourage and support the team to challenge the status quo, to identify and suggest process improvements, and to embrace innovation.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3+ years of customer service management experience, preferably in consumer goods, manufacturing, or wholesale distribution.
• Experience managing orders for large retail customers such as Walmart, Costco, Target, or similar national accounts.
• Strong knowledge of order processing, shipping coordination, and retailer compliance requirements.
• Experience with ERP systems and Microsoft Office (Excel proficiency preferred).
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong interpersonal skills with the ability to interface with all levels of the organization as well as external customers.
• Excellent verbal, written, and social communication skills.
• Demonstrates strong time management and prioritization skills, consistently ensuring high-quality work whether independently or in a team setting.
• Highly self-motivated with a proven ability to meet tight deadlines and complete monthly close tasks in a timely manner.
• Demonstrated ability to delegate tasks effectively to optimize team performance and ensure timely project completion.
• Must demonstrate good judgement when carrying out duties as assigned.
• Exceptional leadership, motivational, and team management skills.
• Maintain a positive attitude and contribute towards a quality environment.
• Must have the ability to get along with co-workers, management personnel, customers, vendors, and employees in accordance with the company policies while ensuring a harmonious and conductive work environment.
• Excellent regular full time, in the office attendance in support of company objectives.
• High level of integrity and dependability with strong sense of urgency and results-orientation.
• Ability to operate computerized accounting, spreadsheet, and ERP programs.
• Proficient in MS Excel and other MS products.
• Travel required for in-person meetings as needed.

Education and/or Experience

• Bachelor's in business administration or a related field or equivalent experience required.
• Minimum of five (5) years related experience in Customer Operations within the food sector

Language Skills

English is required as the written and spoken language.

Equipment

Personal protective equipment including, but not limited to: hearing protection, bump caps, hair and beard nets, gloves, and safety glasses must be used in the performance of duties when in the plant setting. Proper lifting techniques must be employed at all times.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The company will make reasonable accommodations that do not cause an undue hardship if such an accommodation enables individuals with disabilities to perform the essential functions of the position. The work is completed in an office setting.

Physical Demands

The physical requirements outlined here represent those necessary for successful performance of this position's core responsibilities. Upon request, the company will provide reasonable accommodations for qualified individuals with disabilities to perform these fundamental job duties, provided such accommodations do not create an undue burden on the organization.

• Sitting/Standing/Walking: Stands, walks and sits during completion of job responsibilities.
• Lifting/Carrying: Occasional lifting requirements as job demands. Must be able to lift a minimum of 40 lbs. on an occasional basis.
• Pushing/Pulling: Occasional pushing or pulling requirements.
• Bending/Stooping: Occasional bending and stooping requirements.
• Squatting/Kneeling/Crawling: Occasional kneeling or crawling requirements.
• Twisting/Turning: Ongoing twisting or turning requirements.
• Climbing/Balancing: Climbing and balancing is required during plant inspections, and other related job requirements.
• Reaching: Ongoing reaching requirements associated with job requirements.
• Grasping/Manipulating: Grasping and manipulating of papers, objects, and equipment will be required. Ability to keyboard for data input will be required on an ongoing basis.

The pay range is listed below and represents our good faith estimate upon hire. The final offer will depend on factors such as the candidates experiences, skills, and qualifications.