Customer Operations Manager

Customer Operations Manager Tenicor is looking for the right person to lead, manage, and be accountable for Customer Operations. This role owns the customer relationship from the inside: special orders, quotes, government and dealer accounts, customer service, and how Tenicor responds to comments on social posts and our inbox. Customer Operations covers three areas at Tenicor: Account Management, Customer Operations, and Community Engagement. They are separate accountabilities. The right person builds toward growth and expansion instead of holding it together by hand. The work is already here. Customer Service runs about 600 tickets a week through FreshDesk. Account Management averages about 15 quotes per week. Quotes, purchase orders, government portal submissions, and dealer agreements all pass through this seat. Two people do the work now one full-time and one part-time and that is not enough people for the volume. This is a hands-on manager. You will process special orders and answer escalations while you build the systems that make the team bigger than you. Business Development owns the long-term outside relationship with government and dealer accounts. Customer Operations owns the execution: the PO, the quote, the follow-up, and making sure the order Business Development opened the door for actually ships. The two seats work the same accounts from different sides. Reports to the Director of Brand. You'll Succeed If YouCan run a B2B and government account and a retail customer service ticket in the same hour without changing your standard for either. Are willing to do the work while you build the system that replaces you doing the work. Have managed people and want to build a team, not just carry a queue. Write clearly and quickly. Most of this job is written communication with customers and with the rest of the company. Tell a customer a real date instead of a comfortable one, and then hold Tenicor to it. Are excited to learn EOS, the Theory of Constraints, and what a professionally minded user actually needs. We will teach you all three. Experience in firearm industry, military, and/or law enforcement is not required, but strongly preferred. Why Tenicor Tenicor is a rising American manufacturing company on a mission: create the best tactical and concealment products in the world and educate the professionally minded user. We believe brand is king and we constantly strive to be better than yesterday. Tenicor is relentless in our pursuit of product performance and brand integrity. We live by the Theory of Constraints, EOS (Entrepreneurial Operating System) and Profit First. We run Haas CNC machines, MacBook Pros, Sony FX3s, and 9mm Glocks. Our furniture is made out of 2x4s and you'll be on the sign up for cleaning the bathrooms like everyone else. If you think you are a high-level enthusiast or expert about guns and shooting, you are probably wrong and that is OK. But if you have an open mind and a desire to improve, we will be sure to provide you with the tools and information from our internal resources and industry partners to get you on the right path.