Customer Operations Manager Commercial

Join California Dairies, Inc. (CDI)

California Dairies, Inc. (CDI) is a farmer-owned cooperative dedicated to sustainably producing the highest quality dairy products while fostering a culture of innovation and collaboration. CDI products are delivered locally and around the world. Our corporate function serves as the central hub for the CDI enterprise, driving strategic decision-making, innovation, overall business support, and growth across our diverse portfolio of dairy products and brands.

We encourage you to be part of our team that's shaping the future of dairy, right from the heart of California!

Our commitment to CDI employees:

We believe in valuing our team with a total rewards package that goes beyond the basics. You'll find we offer competitive pay and incentive programs designed to recognize and reward your contributions. Competitive medical, dental, and vision benefits, generous paid time off, sick days & holidays, retirement plans designed to secure your future. We don't stop there. We've also cultivated a variety of valuable programs focused on your personal well-being and professional growth, ensuring you have the support you need to both inside and outside of work.

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.

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.

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…