Customer Operations Manager

Dewey's Bakery, Inc.

Job Description Job Title:

Customer Operations Manager Classification (Exempt/Non-exempt): Non-exempt Reports to and is backed up by : VP Finance, Controller Supervisory Responsibility (Yes/No):

Yes Created Date:

3/16/2026

Revision Date:

Summary:

The Customer Operations Manager oversees the end-to-end customer experience, leading order management, onboarding, and customer service processes. This role coordinates across Sales, Logistics, Production, and Finance to ensure timely and accurate order fulfillment. During peak seasons, the role manages temporary staff for direct-to-consumer and corporate gift programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Onboarding & Account Setup Lead onboarding for new wholesale, private label and co-manufacturing customers, including account setup, EDI, labeling, portals, and shipping requirements. Develop standardized onboarding processes and coordinate cross-functional teams. Order Management & Customer Service Oversee all aspects of order processing: entry, EDI, pricing, availability, shipping, documentation, and delivery changes. Proactively monitor orders to identify and resolve potential issues. Address customer inquiries professionally via phone, email, and portals. Cross-Functional Coordination Act as liaison between Customer Service, Sales, Logistics, Production, Purchasing, Finance, and R D. Communicate customer needs and resolve issues before they escalate. Team Leadership Lead customer service staff and seasonal temp teams, including mentoring, coaching, and training. Establish and maintain SOPs and service standards. Process Improvement & Systems Identify opportunities to improve efficiency, accuracy, and responsiveness in order management and customer communication. Maintain knowledge of ERP, EDI, and customer portal systems. Seasonal Direct to Consumer & Corporate Gifts Manage holiday DTC and Corporate Gifts programs. Train and supervise temporary staff to ensure timely, accurate service.

QUALIFICATIONS

5+ years in customer service, customer operations, or order management in manufacturing environments. Experience with

EDI, ERP

systems, and cross-functional coordination. Prior supervisory experience preferred, including temporary staff management. Strong organizational, problem-solving, and communication skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is: Occasionally required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms. Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper. Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds. Regularly sitting for extended periods of time. Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally:

Job requires this activity up to 33% of the time

Frequently:

Job requires this activity between 33% - 66% of the time

Regularly:

Job requires this activity more than 66% of the time