Customer Operations Specialist (Fullerton,CA)

About the role

Avocado is seeking a Customer Operations Specialist to join the Customer Operations Team. Reporting to the Customer Operations Manager, this role involves addressing customer inquiries, processing orders, coordinating shipping logistics, and supporting customer requests.

Responsibilities

• 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.
• Cooking 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.
• Maintain 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.
• Cook and track movement of goods through logistics pathways while proactively communicating updates to customers and internal teams.
• Cook collaboratively 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.
• Perform other related duties as required and assigned.

Requirements

• 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.
• Absolutely 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 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.
• Absolutely customer-first mindset with a proactive and solution-oriented approach.
• Regular and predictable attendance.

What We Offer

• Medical (HMO, PPO, HSA), Dental, Vision
• 100% Employer Paid Life Insurance
• 401(k) with employer match
• PTO
• Volunteer days
• Employee product discount
• Annual Bonus Plan
• Training and Tools to be successful along with a strong partnership from your peers and leaders
• Access to wellness apps
• Opportunity to grow