Customer Operations Supervisor

The Customer Operations Supervisor serves as a primary operational liaison between customers and internal teams, ensuring exceptional service through proactive communication, inventory analysis, issue resolution, and performance reporting. This role is responsible for managing customer-facing operational activities and supporting financial recovery efforts through billback and credit management. The role also provides leadership and guidance across customer operations processes, supports team development, and promotes a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

Customer Relationship Management

• 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.

Resolution & Recovery

• 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.

Qualifications

Education & Experience

• Associate's degree required; Bachelor's degree or relevant experience in Business, Supply Chain, Operations, Finance, or a related field preferred.
• 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.

Skills & Competencies

• 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.
• Experience with ERP systems and customer-facing reporting platforms preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience coaching, training, or mentoring others preferred.
• Continuous improvement mindset with a focus on operational excellence and customer satisfaction.

Physical & Work Environment Requirements

• On-site, office-based role with regular interaction across Production, Warehouse, Quality, Customer Service, Finance, and Supply Chain teams.
• Frequent review and analysis of system data, reports, and customer performance metrics.
• May require periodic time on the production floor or in warehouse environments to support inventory reviews, issue investigations, and customer-related operational activities.