Core Competencies- Strong organizational and operational leadership
- Customer-centric mindset with excellent communication skills
- Ability to analyze trends and improve processes
- Proficiency with Microsoft Office, ERP/CRM systems, and service tools
- Skilled at cross-functional coordination and influencing without authority
- Calm, solutions-oriented approach in fast-paced environments
Key Responsibilities:Customer Service Leadership- Lead day-to-day customer service operations to ensure timely, accurate responses to inquiries.
- Oversee order processing accuracy and customer communications.
- Resolve escalated customer orders and shipment concerns.
- Ensure distributor and customer interactions reflect Dexter's service standards and brand values.
Order Management & Fulfillment Oversight- Manage the full order lifecycle, ensuring accuracy from entry to shipment, including scheduling.
- Monitor order flow, backlog, and timing to anticipate issues and proactively resolve them.
- Partner with Production and Operations teams to align with customer expectations, capacity and availability.
- Ensure documentation, order requirements, and customer records are complete and accurate.
- Analyze customer trends and create forecasts.
Operational Process Improvement- Analyze forecast, order accuracy, and delivery performance to identify improvement opportunities.
- Recommend and implement process enhancements that improve efficiency and customer satisfaction.
- Support system improvements and automation within ERP/CRM platforms to streamline workflows.
- Develop and maintain SOPs for customer service and order management processes.
Cross-Functional Alignment- Serve as the central communication point between Operations and Sales.
- Ensure consistent, timely updates on order status, production timing, and customer needs.
Leadership & Culture- Promote a culture of accountability, collaboration, and continuous improvement.
- Support training and onboarding for customer service and order management roles.
- Take ownership of business results and contribute to a positive, wellness-focused work environment.
- Perform additional duties to support the operational direction of the organization.
What You Bring- Bachelor's degree in business, Operations, Customer Service, or related field (or equivalent experience).
- 5+ years of experience in customer service operations, order management, logistics, or related roles.
- Strong communication, problem-solving, and organizational skills.
- Experience working cross-functionally with Production, Inventory, Logistics, or Sales teams.
- Ability to manage multiple priorities in a fast-paced environment.
- A passion for improving processes and enhancing customer experience.
The Sales Operations Manager plays a critical role in ensuring Dexter delivers a seamless, reliable, and customer focused experience from order placement through final delivery. This role leads the teams, processes, and communication channels that support customer inquiries, order accuracy, service coordination, logistics, and distributor support.
You will partner closely with Production, Operations, Sales, and Customer Support to ensure customers receive timely, accurate information and that internal teams stay aligned. If you excel at improving processes, solving problems, and creating a smooth customer journey, this role is a strong fit.
