Customer Operations Manager - Hopewell Junction - RECESS

Description

Employment Type: Full-time

Work Environment: On Site (Hopewell Junction NY)

Work Schedule: Standard business hours, with flexibility for business needs.

Compensation: $80-100K (BASE % BONUS

Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.

Who We Are

Recess is a leading beverage company built around the idea of helping people feel calm, balanced, and inspired. Our mission is to bring functional, better-for-you beverages to the mainstream through products that are as enjoyable as they are effective. With a portfolio that includes sparkling waters infused with magnesium and adaptogens, mocktails crafted for social occasions, and other wellness-driven beverages, Recess is redefining what it means to drink something good for both body and mind.

Founded with creativity and culture at its core, Recess has quickly grown into one of the most recognizable functional beverage brands in the U.S. Our drinks are designed for modern consumers who want healthier options without compromising on taste, quality, or experience.

At Recess, we're not just building beverages — we're creating a lifestyle brand that connects with people through innovation, design, and authenticity.

Who You Are

The Customer Operations Manager is responsible for managing the end-to-end Order-to-Cash process, providing exceptional support to retail partners, and managing a team of customer service representatives. This position ensures high levels of accuracy in order processing, minimizes trade deductions, and acts as a liaison between sales, supply chain, and logistics to drive operational efficiency. 

As part of a fast moving and fast growing business this team member will report directly to the Chief Operations Officer and will be located in Hopewell Junction, NY.

What You'll Do…

• Manage a team of Customer Service Representatives to ensure maximum customer satisfaction
• Own the entire Order to Cash process: manage the entire lifecycle from order to invoice
• Accountable for the execution of customer and distributor orders to support on time and in full deliveries
• Collaborate with warehouse and planning teams to ensure seamless execution of customer shipments to support on time and in full
• Effectively communicate with customers regarding new product launches, discontinuations, LTO's and ensure orders are submitted timely and accurately to support agreed timelines
• Responsible for Retailer Portal Management: utilize major retailer, distributor and warehouse portals to manage PO's, shipping and compliance documentation
• Monitor and improve customer / retailer scorecard metrics to ensure on-time and in full deliver, case-fill rates and order accuracy 
• Investigate and resolve shortages, damages, and delivery discrepancies with logistics teams and customers. 
• Allocation of network inventory to support customer requirements; working closely with planning teams to communicate customer specific needs, such as promotions or resets 
• Inject technology into the customer order processing through EDI on boarding, portal development and streamlined order forms
• Develop a strong relations with the commercial team to ensure they are informed and up to speed on all customers / distributor order and delivery information 
• Establish KPIs for the team, monitor productivity, and conduct performance evaluations.
• Create and maintain Standard Operating Procedures (SOPs) to ensure consistent service levels. 
• Generate daily/weekly/monthly reports on order status, billing, and open issues for senior mgt 
• Establish high levels of quality, accuracy and infuse best practices and subject matter expertise into all aspects of customer support
• Drive a culture of continuous improvement to support growth and strive for operational excellence

What You'll Bring…

• Bachelor's Degree or 5 years of related field or equivalent experience
• Strong understanding and experience with NetSuite ERP software
• Mix of intelligence, integrity, domain knowledge, and verbal agility that allows you to earn the trust of internal and external business partners
• Excellent operational and managerial skills required, with a proven track record of successful management of complex logistics, supply chain, and operations
• Strong understanding of the CPG industry and its supply chain
• Strong technical skills, process improvements, and materials management
• Experience in managing relationships with customers
• Experience with end to end order management 
• Excellent interpersonal and communications skills
• Ability to work highly effectively in a fast-paced work environment

Why Recess?

Wellness Benefits

• Competitive health, dental, and vision insurance.
• Mental health and wellness resources.
• 401K with company match.

Lifestyle Perks

• 15 days of PTO annually, plus company holidays and volunteer time off.
• Discounts on all Recess beverages.
• A culture that values creativity, inclusivity, and balance. xhmxlyz

Family Support

• Paid parental leave.