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About the Role
The Customer Operations Supervisor acts as a key operational link between customers and internal teams, focusing on delivering exceptional service through proactive communication, inventory analysis, issue resolution, and performance reporting. This role manages customer-facing operations, supports financial recovery via billback and credit management, and provides leadership to enhance customer operations processes, team development, and a culture of accountability and continuous improvement.
Responsibilities
- Serve as the primary operational contact for assigned customers.
- Lead customer-facing communications regarding inventory, service performance, quality concerns, and operational issues.
- Coordinate customer meetings, business reviews, and follow-up actions.
- Audit customer portals, scorecards, and reporting to ensure timely and accurate information.
- Monitor inventory performance, inventory turns, aging materials, and transactional activity to identify risks and opportunities.
- Review inventory discrepancies, material holds, and non-compliant inventory and coordinate resolution with internal stakeholders.
- Develop and maintain reports, dashboards, and performance metrics that provide visibility into inventory health, customer performance, and operational efficiency.
- Foster a customer-focused culture through collaboration, accountability, and continuous improvement.
- Identify opportunities to improve customer experience, inventory management, reporting capabilities, and operational processes.
- Investigate and resolve customer concerns related to inventory and order fulfillment.
- Process and manage billbacks, deductions, credits, and customer claims.
- Partner with Finance, Quality, and Operations teams to validate claims, recover costs, and reduce recurring issues.
- Track open issues and ensure timely communication and resolution of customer-impacting concerns.
- Analyze recurring customer deductions and identify opportunities for process improvement and cost reduction.
Requirements
- Associate's degree required.
- 3+ years of experience in customer operations, customer service, manufacturing, or related business functions.
- Experience in food, beverage, consumer packaged goods (CPG), or contract manufacturing environments preferred.
- Experience with ERP systems and customer-facing reporting platforms preferred.
- Experience coaching, training, or mentoring others preferred.
Skills
- Strong customer relationship management and communication skills.
- Proven analytical and problem-solving abilities.
- Advanced Microsoft Excel skills, including Pivot Tables, lookups, and data analysis tools.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Continuous improvement mindset with a focus on operational excellence and customer satisfaction.
Location
- On-site
Work Type
- Office-based
Experience Level
- 3+ years of experience
Education Level
- Associate's degree required
- Bachelor's degree preferred