Customer Operations Representative

As a family of brands, it is Our Home's ethos to create and provide delicious, wholesome snacks to communities throughout the U.S. at a great value. We strive to create snacks that offer nourishment and a warm and welcoming sense of familiarity. Our Home is not just the house we live in, but the communities of which we are a part. Our Home gets the best snacks into hands, homes, and communities around the country so that we can flourish together.

We believe that a unified culture and shared values are essential to our success. At Our Home...

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 makes snacks for everyone and will continue to be known for flavorful snacks with better ingredients that satisfy every occasion and craving. We deliver this through our portfolio of household favorite snack brands, including Pop Secret, From The Ground Up, Food Should Taste Good, Popchips, RW Garcia, Good Health, Parm Crisps, Sonoma Creamery, and You Need This. Our Home is one of the fastest growing Better For You food brands in the country and this explosive growth requires great people with a passion for better-for-you snacks.

We are seeking a Customer Operations Representative, who will support and work effectively with Sales, Marketing, Finance, Supply Chain and other departments to provide best-in-class service to our CPG customers. This position makes it significantly easier for our customers (external and internal) to conduct business by providing a single source of contact for all levels of support for all Our Home brands. This role completes all customer inquiries in a manner that meets or exceeds expectations and drives a dynamic customer experience. They also play an integral role in following the life cycle of the order and is responsible for handling complex issues throughout the order fulfillment process. Proactively identifies opportunities and suggests improvements that will mutually benefit Our Home and our customers.

Key Responsibilities

• Possess or develop a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process  
• Ensure all orders and order change requests are processed accurately and in a timely manner  
• Ensure order accuracy by following established department policies and procedures  
• Determine accurate ship and delivery dates based on available inventory, sales forecasting, product lead-time, and customer delivery and method of shipment requests for all items ordered  
• 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 are attained and a high level of customer satisfaction is maintained  
• Build quality, long-lasting business relationships with customers, sales, supply chain, finance, quality assurance, and administrative support departments/personnel  
• Ensure order management reports are reviewed daily and proper action is taken to resolve order issues  
• Coordinate with supply chain, production, quality, finance, and sales on the following matters:  
• Order status, requests to expedite/prioritize orders, special shipping instructions, contracts, credit issues, pricing discrepancies, product availability  
• Verify that orders will be allocated and ready in timely manner  
• Resolve shipment issues due to incorrect, missing, and/or damaged product  
• Support assigned sales managers/customers, regularly communicating status and important issues  
• Works 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 due to incorrect pricing, discounts, freight charges, etc., authorizing and processing the appropriate customer credits  
• Meet key metrics for order management including but not limited to:  
• Confirm/acknowledge 100% of orders confirmed within 24 hours  
• Data accuracy goals >98% of orders error free (strive for zero)  
• Respond to order status inquiries in a timely manner and if delayed, update the customer and/or sales team appropriately  
• Quickly adapt to business needs and requirements as they change