Director of Customer Operations

Position Overview

The Director of Customer Operations is a critical leadership role responsible for overseeing SAMBAZON's Customer Operations and Billing functions. This position ensures operational excellence by managing customer service processes, inventory coordination, 3PL relationships, logistics, and support for sales and finance. The Director will play a pivotal role in maintaining customer satisfaction, ensuring timely deliveries, and driving continuous process improvements. This role will be based in-person at the San Clemente office.

Direct Reports: Customer Service Supervisor, Customer Operations Coordinators, Billing Specialists

This position offers a generous benefits package, an annual bonus opportunity, and half-day Fridays!

Essential Duties And Responsibilities

• Customer Service Policies & Standards
• Develop and implement customer service policies, procedures, and standards aligned with organizational goals.
• Define and communicate customer service standards to internal teams and external partners.
• Customer Operations & Billing Teams Management
• Supervise the review and validation of inbound and outbound emails.
• Collaborate with relevant departments on product allocation and manage allocation processes.
• Provide continuous training for team members on customer and warehouse special handling requirements.
• Verify the accuracy of billing processes, including pricing, discounts, and chargebacks.
• Act as a liaison to finance for month-end closing, audits, and fiscal year-end requirements.
• Create and maintain departmental SOPs.
• Manage employee timecards, annual reviews, and performance issues.
• Inventory & Transfers Management
• Oversee inventory movements to minimize stock-outs and ensure smooth operations.
• Monitor QA releases for inbound containers and U.S. manufacturer attainment.
• Manage consignment warehouse relationships and production schedules for distribution optimization.
• Customer Account Management
• Ensure smooth onboarding processes for new customers, including gathering and documenting special handling requirements.
• Maintain customer-specific needs and update customer information within SAP and EDI systems.
• Set up customer and warehouse portals as needed.
• Sales & Executive Support
• Provide data and reports as requested to support sales initiatives.
• Attend customer meetings and maintain communication with account buyers and sales representatives regarding orders.
• Support the Executive Operations Team, by providing administrative and analytical insights.
• Customer Support & Complaints Management
• Respond to escalated customer inquiries and resolve complaints, order discrepancies, and credit hold issues.
• Assist billing teams with UDRs and OS&D resolutions.
• Track customer complaints and resolutions to ensure service improvement.
• 3PL & Logistics Management
• Oversee relationships with third-party logistics providers, ensuring inventory accuracy and timely deliveries.
• Investigate and validate shortages, damages, and missing products.
• Manage LTL shipments and carrier rates while resolving delivery issues and rejections.
• Reporting & Analysis
• Analyze SAP reports to support operational decision-making.
• Provide quarterly reports to QA and maintain customer operations and billing data accuracy.
• Evaluate reports from warehouse portals for insights and improvements.
• Process Improvement & Strategic Initiatives
• Identify and implement strategies to improve quality of service, productivity, and profitability.
• Lead customer service projects and initiatives to drive operational excellence.
• Leadership & Team Collaboration
• Attend and contribute to weekly, bi-weekly, and monthly meetings across teams (e.g., S&OP, Constrained, Warehouses, and supporting EDI Integration).
• Conduct regular one-on-one meetings with team members and department supervisors.
• Evaluate and manage staff performance, ensuring training and coaching as needed.
  
  

Qualifications

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.

Education And/Or Experience

• Bachelor’s degree in Business, Supply Chain Management, or a related field.
• 8+ years of experience in customer operations, billing, or supply chain roles, with at least 5 years in a leadership position.
• Strong knowledge of SAP, EDI systems or similar type systems, and customer service processes.
• Excellent leadership, problem-solving, and communication skills.
• Proven ability to manage cross-functional teams and work collaboratively with other departments.
• Familiarity with 3PL operations and logistics processes.
• Strong analytical and problem-solving skills, particularly using data for decision-making.
• Proficiency in Microsoft Office (Excel, PPT, Word) for data analysis and reporting.
• Ability to navigate ambiguity and adapt to changing objectives and priorities.