Sr. Manager Customer Service Operations

Found in: Appcast Linkedin GBL C2 - 2 weeks ago


Costa Mesa, United States Coop Sleep Goods Full time

Sr. Manager, Customer Service Operations


Coop is looking for an experienced, organized Sr. Manager, Customer Service Operation to join our team. This role is full-time and reports into the Sr. Director of Operations. This role will be based in Coop’s Southern California office and be responsible for the oversight of Customer Service and order management. The Senior Manager, Customer Service Operations is responsible for overseeing the Customer Services teams and order management function for the entire organization, which would include our North & South Campuses. In this role they would promote effective and efficient operations within those departments. Responsibilities include identifying and eliminating obstacles, monitoring department and financial performance, managing department financial plan and budget, and creating and strategizing new ideas to keep our systems and processes working efficiently. The Senior Manager, Customer Service Operations will be proficient in managing others, have a sharp business mindset, and an aptitude for solving complex problems. They will build strong cross-functional partnerships with eComm, Sales, Finance, DCs/ 3rd parties, Product, as well as senior leadership across the company.


The primary functions of this role, include but are not limited to:

  1. Managing the day to day in customer service and order management
  2. Oversee and validate orders entered into ERP for accuracy, completeness, and adherence to company policies.
  3. Oversight of allocation and logistics- ensuring timely and accurate order fulfillment.
  4. Responsible for refund performance- ensuring customer requests are answered in a timely manner through proper staffing, driving efficiencies, and capitalizing on technology improvements
  5. Seek out customer pain points through reporting and drive cross functional projects aimed at reducing contacts, improving customer satisfaction, and reducing operating costs
  6. Identify areas of inefficiency or ineffectiveness and devise ways to optimize systems, policies, and procedures
  7. Collaborate with sales and finance teams to address order inquiries, resolve discrepancies, and ensure a seamless process.
  8. Monitor and analyze key performance indicators (KPIs) related to order and case management, providing updates to the team on effective improvements.
  9. Support career development and skill development of team to ensure job satisfaction, retention, and future talent development


Who You Are

  • College graduate with a degree in a related field
  • 5+ years’ experience working in CPG, retail related industry
  • Highly organized with the ability to work in a fast-paced environment
  • Experienced with Customer Service Management and Order Management systems (ERP)
  • Collaborative partner who enjoys working cross functionally
  • Innovative problem solver
  • Results orientated
  • EDI experience a plus


About Coop

At Coop Home Goods, we embrace individuality. That's why we've designed an entire line of sleep products that adjust to each person's unique size, sleep position, and needs. We are a rapidly growing team; we hustle every day to build lifelong relationships with our customers and solidify ourselves as an innovative brand. With a startup feel, we work hard together but also have fun while we're at it. At Coop, we hustle and strive to make any customer engagement a total WOW experience. We've got a fighting team spirit and work hard to make incremental improvements and focus on the right things at the right time.


Why join us?

Coop is an amazing group of smart and passionate people who love changing the world, one sleeper at a time. We have a great new contemporary office space located in the heart of Orange County, Costa Mesa, CA. The company understands the importance in providing robust benefits plans around medical, dental and vision and offer great benefits, including a 401K with a match.



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