Cappello's is making magic in the food world, dedicated to crafting gourmet, grain-free, and gluten-free products. With a mission to innovate in the natural foods space, Cappello's values quality, sustainability, and bold thinking in every aspect of its operations. 

The Sales Operations Manager is responsible for overseeing the order-to-cash process and ensuring flawless execution of customer service, order fulfillment, and operational systems that drive customer satisfaction and revenue growth. This role manages all aspects of sales order processing, customer setup, compliance (EDI, chargebacks, deductions), and works cross-functionally with Sales, Supply Chain, and Finance to achieve best-in-class OTIF performance and customer experience.  This position requires comfort in a fast-paced, highly innovative environment.

Primary Duties and Responsibilities

• Order Management: Own the end-to-end order process from PO receipt through confirmation (after ensuring order accuracy of pricing, minimums, and promotions), fulfillment, invoicing, and delivery ensuring accuracy and timeliness
• OTIF Performance: Track, analyze, and drive improvements in On Time In Full delivery metrics.
• Customer Setup & Maintenance: Manage onboarding and data integrity for new and existing customers across internal systems, retailer portals, and EDI, IX-One, 1WorldSync, and GS1
• Item Setup & Maintenance: Manage changes and new sellable items across internal systems (including price list), external warehouse & fulfillment partners, retailer portals, and EDI.
• EDI & Compliance: Oversee EDI order flow, troubleshoot transmission errors, and ensure compliance with customer routing guides and vendor requirements.
• Cross-Functional Collaboration: Partner with Sales, Supply Chain, Logistics, and Finance to resolve customer issues, manage deductions, and ensure seamless handoffs.
• Process Optimization: Identify and implement improvements in order-to-cash workflows, reporting, and systems to reduce errors and improve efficiency.
• Customer Support: Act as the primary operational point of contact for customers regarding orders, shipments, and service inquiries.  Provide proactive communication of potential shorts
• Reporting: Maintain KPIs related to OTIF, fill rates, customer complaints, and deductions; provide insights to leadership and Sales team
• Warehouse Management: Based on demand plan and customer inventory levels direct allocation of production across warehouses.  Communicate ongoing capacity needs to 3PLs
• Provide input to Supply Chain Manager to perform carrier pricing negotiations, RFIs, RFPs, and contract negotiations 
• Work with Supply Chain Manager to reconcile financial and/or inventory performance gaps.
• Partner with Quality to execute mock recall program
• Meet with broader team on demand planning

Qualifications:

• 4–6+ years in Sales Operations, Customer Service, or Supply Chain within CPG, preferably Natural/Better-for-You foods
• Strong knowledge of order-to-cash processes, retail portals, and distributor (UNFI, KeHE, etc.) requirements
• Detail-oriented with excellent organizational skills and ability to manage competing priorities
• Strong interpersonal and communication skills; collaborative problem solver
• Proactive approach to problem solving and communication

Education/ Experience Desired:

• Order entry experience preferred 
• Experience with EDI platforms (e.g., SPS Commerce, TrueCommerce)
• Excellence with Excel/Sheets
• Proficiency in ERP/CRM platforms; NetSuite experience a plus
• Knowledge of natural products industry will be helpful
• Proficient in Microsoft Office Suite applications

Language/Math/Reasoning:

• Must be able to write and speak English both clearly and effectively.  Effective, regular, communication with a cross-functional team will be critical to success.
• Bilingual Spanish speaker a plus
• Must be comfortable working with numbers, spreadsheets, and information systems.
• Must be able to multi-task in a fast-paced environment.
• Strong math skills required

Supervision:

• This position will report to the Senior Director of Operations and will be on site in Arvada CO, mfg facility
• The position holder is expected to be able to work with minimal oversight at times, able to confidently handle situations on their own

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, stand, use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk; climb or balance and stoop, kneel, crouch or crawl. The employee must be able to lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include looking at a computer screen and ability to adjust focus. The employee is required to communicate using telephone and email.

Travel Required: 10% or less – May be asked to visit 3PLs from time to time and/or travel for Quarterly Business Reviews with strategic partners (3PL/Freight)