Customer Operations Specialist (Fullerton,CA)

THE ROLE

Avocado is currently looking for a Customer Operations Specialist to be part of the Customer Operations Team. You will be reporting to the Customer Operations Manager.

The Customer Operations Specialist is responsible for a variety of inquiries from our key customers. Some tasks include but are not limited to: how to place orders and/or follow up on orders, resolving any order processing or systems issues, parts orders, and coordinating shipping logistics to name a few of the key points. This individual will be a successful point of contact with proven customer service experience in a dynamic, customer focused and people first organization. 

*Note on Location: Here at Avocado Green Brands, we treasure teamwork and working together in person. Depending on the role, you will be working on-site at one of our Fullerton locations.

*Note on Pay Transparency:. The pay range  for this role is  $23.00 - $26.75 Hourly.

WHAT YOU’LL BE WORKING ON

• Act as the primary point of contact for assigned accounts, addressing customer inquiries, providing product or service information, and resolving issues in a timely manner.
• Process orders via EDI, e-mail and internal importing processes.
• Coordinate shipping logistics and process shipping labels through Fedex, UPS WorldShip, and other shipping platforms.
• Support customer requests related to replacements, cancellations, address changes, shipping method updates, warranty claims, and order tracking details. 
• Meet and strive to exceed departmental performance goals in relation to quality, production and schedule adherence.
• Manage incoming support inquiries which could include providing updates and callbacks within a timely manner and occasionally triaging inquiries that need additional support to the proper department.
• Maintains accurate and current information as it relates to current and anticipated needs of the department.
• Process written customer correspondence and provide the appropriate level of timely follow up.
• Coordinate and track movement of goods through logistics pathways while proactively communicating updates to customers and internal teams. 
• Collaborate cross-functionally with Sales, Logistics, Warehouse, Manufacturing, and Customer Experience teams to support operational efficiency. 
• Monitor inventory communication and product availability updates to support customer expectations and operational planning. 
• Performs other related duties as required and assigned.
• Perform other tasks as directed by the Customer Operations Manager.

WHAT YOU BRING

• Minimum of 2 years of experience in customer service, account management, or a related role, preferably in a manufacturing environment.
• Strong interpersonal, verbal, and written communication skills. 
• Ability to effectively communicate internally and externally with customers, vendors, and cross-functional teams. 
• Advanced in Microsoft Office Suite (Excel, Word, PowerPoint) and NetSuite.
• Experience using NetSuite ERP or similar order management, ERP, or CRM platforms preferred. 
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Customer-first mindset with a proactive and solution-oriented approach. 
• Regular and predictable attendance.

PHYSICAL REQUIREMENTS

• Sit: Must be able to remain stationary 50% of the time.
• Walk: This role involves moving throughout the office and warehouse areas to access different areas and people. 
• Talk/hear: This role frequently communicates with other team members to update on the status of a task or ask questions. Must be able to exchange accurate information in these situations.
• Lift: light lifting of mail packages.
• Operate:  Constantly operates a computer and other office machines such as printers and tablets.

WHAT WE OFFER YOU

• Medical (HMO, PPO, HSA), Dental, Vision
• 100% Employer Paid Life Insurance
• 401(k) with employer match
• PTO
• Volunteer days 
• Employee