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Operations & Customer Service Manager
Roastery - Equator Coffees
Operations & Customer Service Manager
Roastery - Equator Coffees
Full Time
3
Years
Experience
$75000 - $85000 / Year
Operations & Customer Service Manager
Roastery - Equator Coffees
Full Time
3
Years
Experience
$75000 - $85000 / Year
Skills
Inventory Coordination
Shopify Administration
Operational Process Improvement
Fulfillment & Logistics Coordination
Order Management
NetSuite ERP
+2
Description
POSITION: Operations & Customer Service Manager
CLASSIFICATION: Exempt
REPORTS TO: Senior Operations Manager
COMPENSATION: $75,000-$85,000 Annual SalaryAbout Equator
In 1995, Equator Founders Helen Russell and Brooke McDonnell began their values-driven path, roasting coffee in a Marin County, CA garage. Possessing an obsessive commitment to green coffee sourcing and unparalleled roasting expertise, Equator has committed over 30 years to sustainable and fair trade coffee practices all in the name of creating a remarkable coffee experience for consumers. Today, Equator Coffees is a retail and wholesale coffee roaster and coffee farm owner with twelve retail cafes throughout California—from Marin County to San Francisco to Oakland to Los Angeles and beyond. Throughout the years, Equator Coffees has spearheaded industry-leading sourcing and roasting practices, and has forged progressive partnerships with Michelin-starred chefs, specialty grocers, tech campuses, and more. Women-owned, LGBTQ-founded, and an early adopter of Fair Trade and Regenerative Organic certifications, Equator Coffees is the first California coffee roaster to achieve B Corp Certification.
Position Summary
The Operations & Customer Service Manager is responsible for managing all customer service operations across all omni-channels business lines while supporting operational execution within Equator’s Roasting Plant.
This role partners cross-functionally with Roasting, Production, Retail Operations, Sales, Marketing, Fulfillment, and Administration teams to ensure exceptional customer support, accurate order fulfillment, operational efficiency, inventory coordination, and consistent communication across departments.
The ideal candidate is a hands-on, high-accountability operator who thrives in a fast-paced High Mix-Low Volume manufacturing environment, and can successfully balance customer experience, operational complexity, team leadership, and process improvement.
Key Responsibilities
- Lead daily customer service and front office operations across wholesale, retail, and ecommerce channels
- Oversee order management workflows, customer communications, invoicing, and operational coordination
- Manage and troubleshoot customer orders across NetSuite, Shopify, SuiteCommerce, UPS WorldShip, ShipStation, and related operational systems
- Manage returns and incoming mail/packages; ensure addressees are notified
- Ensure timely and accurate order processing, reporting, invoicing, and issue resolution
- Resolve escalated customer concerns with professionalism, urgency, and sound judgment
- Monitor and improve customer service workflows, operational processes, and cross-functional communication
- Oversee inventory and purchasing coordination for non-coffee operational supplies, packaging, merchandise, tea, Ready to Drink, and office materials
- Support inventory counts, reporting, and variance tracking; proactively addresses shortages and/or variances, addresses outages in a timely fashion.
- Establishes relationships and clear ordering procedures for all vendors
- Provides a monthly log listing customer issues through email and phone
- Provide leadership, onboarding, training, coaching, and performance management for customer service and front office team members
- Establish clear expectations and accountability standards for team performance and operational execution
- Identify opportunities for process improvement, workflow efficiency, and operational scalability
- Maintain calm, professional, and solutions-oriented leadership in a fast-paced production environment
- Support additional operational projects and company initiatives as assigned
- 3+ years of experience in customer service, operations, fulfillment, inventory management, or administrative operations
- 3+ years of leadership, coaching, or cross-functional operational management experience preferred
- Experience with NetSuite, Shopify, Google Workspace, Microsoft Office, shipping platforms, and related operational systems
- Previous experience in food & beverage, hospitality, manufacturing, fulfillment, retail operations, or specialty coffee environments preferred
- Excellent written, verbal, and interpersonal communication skills
- Strong organizational skills, attention to detail, and ability to manage competing priorities
- Resourceful, collaborative, and solutions-oriented with strong analytical and problem-solving abilities
- Demonstrated professionalism, accountability, sound judgment, and composure under pressure
- Strong operational mindset with a commitment to customer experience and executional excellence
Compensation
- Available to all employees
- Commuter Benefits - pre-tax parking and transit
- Employee Assistance Program (EAP) - Physical and mental health, financial and legal coaching available at no cost to the employee
- Free mental health app subscription
- Employee discount on merchandise, coffee gear, and at Equator cafes
- Continuing coffee education classes
- Free coffee
- Paid Time Off for voting on Election Day
- After 60 days as an employee at Equator
- Healthcare Benefits (for full-time employees working over 30 hours per week)
- 100% employer-covered premium medical insurance
- Voluntary Insurance Plans - dental, vision, long-term disability, pet, and supplementary life insurance
- Employer covered life insurance premium
- Flexible Spending Account (FSA) - healthcare and daily dependent care
- After 90 days as an employee at Equator
- Holiday Pay after 90 days of employment. Eight Equator-observed holidays per year
- Paid Time Off with tenured increases for full-time employees
- 1 paid volunteer day per year
- After six months as an employee at Equator
- 401K with up to a 4% company match on employee contributions
Compensation will be commensurate with experience.
This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. Job responsibilities can change according to the operational needs of the business. The order in which duties and responsibilities are listed is not significant.
Equator Coffees is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, and discharge will be based on competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or any other applicable legally protected characteristics.
POSITION: Operations & Customer Service Manager
CLASSIFICATION: Exempt
REPORTS TO: Senior Operations Manager
COMPENSATION: $75,000-$85,000 Annual SalaryAbout Equator
In 1995, Equator Founders Helen Russell and Brooke McDonnell began their values-driven path, roasting coffee in a Marin County, CA garage. Possessing an obsessive commitment to green coffee sourcing and unparalleled roasting expertise, Equator has committed over 30 years to sustainable and fair trade coffee practices all in the name of creating a remarkable coffee experience for consumers. Today, Equator Coffees is a retail and wholesale coffee roaster and coffee farm owner with twelve retail cafes throughout California—from Marin County to San Francisco to Oakland to Los Angeles and beyond. Throughout the years, Equator Coffees has spearheaded industry-leading sourcing and roasting practices, and has forged progressive partnerships with Michelin-starred chefs, specialty grocers, tech campuses, and more. Women-owned, LGBTQ-founded, and an early adopter of Fair Trade and Regenerative Organic certifications, Equator Coffees is the first California coffee roaster to achieve B Corp Certification.
Position Summary
The Operations & Customer Service Manager is responsible for managing all customer service operations across all omni-channels business lines while supporting operational execution within Equator’s Roasting Plant.
This role partners cross-functionally with Roasting, Production, Retail Operations, Sales, Marketing, Fulfillment, and Administration teams to ensure exceptional customer support, accurate order fulfillment, operational efficiency, inventory coordination, and consistent communication across departments.
The ideal candidate is a hands-on, high-accountability operator who thrives in a fast-paced High Mix-Low Volume manufacturing environment, and can successfully balance customer experience, operational complexity, team leadership, and process improvement.
Key Responsibilities
- Lead daily customer service and front office operations across wholesale, retail, and ecommerce channels
- Oversee order management workflows, customer communications, invoicing, and operational coordination
- Manage and troubleshoot customer orders across NetSuite, Shopify, SuiteCommerce, UPS WorldShip, ShipStation, and related operational systems
- Manage returns and incoming mail/packages; ensure addressees are notified
- Ensure timely and accurate order processing, reporting, invoicing, and issue resolution
- Resolve escalated customer concerns with professionalism, urgency, and sound judgment
- Monitor and improve customer service workflows, operational processes, and cross-functional communication
- Oversee inventory and purchasing coordination for non-coffee operational supplies, packaging, merchandise, tea, Ready to Drink, and office materials
- Support inventory counts, reporting, and variance tracking; proactively addresses shortages and/or variances, addresses outages in a timely fashion.
- Establishes relationships and clear ordering procedures for all vendors
- Provides a monthly log listing customer issues through email and phone
- Provide leadership, onboarding, training, coaching, and performance management for customer service and front office team members
- Establish clear expectations and accountability standards for team performance and operational execution
- Identify opportunities for process improvement, workflow efficiency, and operational scalability
- Maintain calm, professional, and solutions-oriented leadership in a fast-paced production environment
- Support additional operational projects and company initiatives as assigned
- 3+ years of experience in customer service, operations, fulfillment, inventory management, or administrative operations
- 3+ years of leadership, coaching, or cross-functional operational management experience preferred
- Experience with NetSuite, Shopify, Google Workspace, Microsoft Office, shipping platforms, and related operational systems
- Previous experience in food & beverage, hospitality, manufacturing, fulfillment, retail operations, or specialty coffee environments preferred
- Excellent written, verbal, and interpersonal communication skills
- Strong organizational skills, attention to detail, and ability to manage competing priorities
- Resourceful, collaborative, and solutions-oriented with strong analytical and problem-solving abilities
- Demonstrated professionalism, accountability, sound judgment, and composure under pressure
- Strong operational mindset with a commitment to customer experience and executional excellence
Compensation
- Available to all employees
- Commuter Benefits - pre-tax parking and transit
- Employee Assistance Program (EAP) - Physical and mental health, financial and legal coaching available at no cost to the employee
- Free mental health app subscription
- Employee discount on merchandise, coffee gear, and at Equator cafes
- Continuing coffee education classes
- Free coffee
- Paid Time Off for voting on Election Day
- After 60 days as an employee at Equator
- Healthcare Benefits (for full-time employees working over 30 hours per week)
- 100% employer-covered premium medical insurance
- Voluntary Insurance Plans - dental, vision, long-term disability, pet, and supplementary life insurance
- Employer covered life insurance premium
- Flexible Spending Account (FSA) - healthcare and daily dependent care
- After 90 days as an employee at Equator
- Holiday Pay after 90 days of employment. Eight Equator-observed holidays per year
- Paid Time Off with tenured increases for full-time employees
- 1 paid volunteer day per year
- After six months as an employee at Equator
- 401K with up to a 4% company match on employee contributions
Compensation will be commensurate with experience.
This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. Job responsibilities can change according to the operational needs of the business. The order in which duties and responsibilities are listed is not significant.
Equator Coffees is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, and discharge will be based on competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or any other applicable legally protected characteristics.
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Operations & Customer Service Manager
Full Time
3
Years
Experience
$75000 - $85000 / Year
Skills
Inventory Coordination
Shopify Administration
Operational Process Improvement
Fulfillment & Logistics Coordination
Order Management
NetSuite ERP
+{{skillsLength}}
115 Jordan Street, San Rafael, California 94901, United States