Customer Operations Manager

About This Role

Lumascape, part of the Hunter Industries family of companies, is seeking a Customer Operations Manager who leads and manages the end-to-end customer operation, from receipt of purchase orders through delivery of goods and collection of payment, ensuring every step is accurate, efficient, compliant, and customer-focused.

Manages the Customer Accounts and Logistics teams, reviews pricing worksheets, and oversees the administration of agency agreements. Partners with Sales, Marketing, Finance, and Manufacturing to align operational performance with business goals.

Essential Functions:

• Manages the Customer Accounts and Logistics teams, including Senior Specialists. Is responsible for hiring, onboarding, training, performance management, development, and other personnel-related activities.
• Sets priorities, workloads, and coverage across both teams, including the shared department phone queue, territory back-up, and warehouse cover, to maintain service levels. Promotes cross-training and clear handoffs between Customer Accounts and Logistics.
• Creates, maintains, and makes visible metrics to measure team effectiveness, including on-time delivery vs. customer expectations, order processing and turnaround times, order accuracy, inventory accuracy, carrier performance, and freight claim recovery. Reports results and corrective actions to leadership.
• Leads the development, documentation, and continuous improvement of Customer Accounts and Logistics procedures and service standards; ensures teams adhere to them.
• Evaluates order-entry, ERP/CRM, and logistics systems and workflows; recommends and implements improvements to ensure internal visibility to orders and promised dates is optimal.
• Serves as the final escalation point for complex customer, order, delivery, freight, and warranty issues; ensures root cause is identified and corrective action is implemented.
• Reviews and approves Pricing Worksheets prior to order entry, ensuring pricing, discounts, freight, and terms are accurate and comply with approved pricing policy; escalates exceptions to Sales leadership.
• Oversees the administration of Agency Agreements, ensuring agreements are issued, signed, and received, and that executed copies are filed and tracked for renewal.
• Reviews and approves RMA returns, confirming accounting adjustments, restock fees, and price differences are applied; ensures claims are resolved and closed within a reasonable time
• Oversees new customer account set-up, including credit approval and terms, and resale certificates. Ensures customer payments are current and partners with Finance on credit and collections, including payment prior to shipping for new or inactive customers.
• Oversees shipping, receiving, inventory control, and warehouse operations; ensures inventory accuracy, proper stock rotation (FIFO), and root-cause resolution of inventory discrepancies.
• Oversees freight quoting, carrier management, and freight claims programs; reviews carrier performance and claim recovery reports and manages freight costs.
• Ensures compliance with import/export requirements, including C-TPAT procedures, tariff code management, and international documentation.
• Oversees the Sample Registry, showroom readiness, and warranty claim assessments; ensures returns and issues are recognized so physical stock is accurately recorded.
• Acts as the primary operations contact for agents, key customers, carriers, and vendors.
• Supports annual planning and budgeting for the operations function, including headcount, freight, and warehouse costs.
• Oversees the smooth running of the office and warehouse, ensuring a safe, clean, and organized working environment.

Education/Training Required and Preferred:

• Bachelor’s Degree in Business, Operations, Supply Chain, or a related field, or a combination of education and relevant work experience.

Experience Required and Preferred:

• Minimum eight years’ experience in customer operations, order management, logistics, or supply chain, including at least three years in a supervisory or management role.
• Experience with import/export compliance preferred.

What You Bring:

• Strong leadership skills, with proven ability to coach, develop, and motivate teams across multiple functions.
• Excellent written and verbal communication, listening, and customer relations skills; able to work cross-functionally and communicate effectively at all levels, including senior leadership.
• Strong process-driven mindset, with the ability to design, document, and improve workflows.
• Strong analytical skills; able to build and interpret metrics and reports to drive decisions.
• Advanced knowledge of ERP/CRM systems and order-to-delivery processes. Proficient in MS Office Suite (Word, Excel, and Outlook) and SharePoint. Citrix/Visual and Cherwell experience desired.
• Knowledge of logistics, warehousing, inventory control, freight, and import/export compliance, including C-TPAT.
• Excellent organizational, problem-solving, and decision-making skills; able to manage competing priorities.
• Attention to detail and accuracy required.
• Ability to work flexible hours as business needs require
• Experience in the lighting industry is preferred.

What We Offer:

• Amazing corporate culture - we walk the walk when it comes to our values!
• Beautiful 20 acre park like campus with creek and walking trails
• On site wellness center with personal training, fitness classes and massage
• FUN company events!
• Company donation matching and volunteer rewards
• Career development opportunities and profit sharing bonus

Follow us on LinkedIn, check out our rave reviews on Glassdoor, and learn more about our company culture on our career site: http://corporate.hunterindustries.com/careers (http://corporate.hunterindustries.com/careers)

Hunter is a global leader in the irrigation, outdoor lighting, dispensing technology, and custom manufacturing industries. Driving our continued success is the combined energy and talents of the nearly 4,000 people on our team. Together, we create a diverse array of products that can be seen all over the world, from residential landscapes to national landmarks, stadiums, parks, hotels, and municipal buildings.

Hunter Industries and its Family of Companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, gender, gender identity or expression, military and veteran status, national origin, race, religion, sexual orientation, or any other applicable legally protected status or characteristic.

The salary for this opportunity ranges from $92,000 - $105,000.

The Company complies with all federal/local/state regulations in regard to pay. The above represents the expected salary range for this job requisition. Compensation offered to the successful candidate will be determined by qualifications, prior experience, other job-related factors, and geographic location.

Equal Opportunity

Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.