Customer Operations Lead - Inventory and Service Excellence

Adirondack Beverages, Inc.; City of Schenectady (NY); Presencial; USD 65 000 - 70 000; Tempo integral

Resumo da oferta

Adirondack Beverages, Inc. seeks a Customer Operations Supervisor in Schenectady, NY. You will act as the main operational liaison between customers and internal teams, driving proactive communication, inventory analysis, issue resolution, and performance reporting.

You will lead customer-facing activities, support billbacks and credits, and guide cross-functional teams to improve customer experience and operational efficiency. On-site role with collaboration across multiple functions.

Qualificações

• Associate's degree required; Bachelor's degree or relevant experience preferred.
• 3+ years experience in customer operations, customer service, manufacturing or related functions.
• Experience in food, beverage, CPG or contract manufacturing environments preferred.
• 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 ability to manage multiple priorities.
• Experience coaching, training, or mentoring others preferred.
• Continuous improvement mindset with focus on operational excellence and customer satisfaction.

Responsabilidades

• 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 for timely, accurate information.
• Monitor inventory performance, inventory turns, aging materials, and transactional activity.
• Review inventory discrepancies, material holds, and non-compliant inventory; coordinate resolution with stakeholders.
• Develop and maintain reports, dashboards, and performance metrics for visibility into inventory health and performance.
• Foster a customer-focused culture through collaboration, accountability, and continuous improvement.
• Identify opportunities to improve customer experience, inventory management, reporting capabilities, and 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 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.

Conhecimentos

Customer relationship management

Communication skills

Analytical abilities

Problem-solving

Advanced Excel

Pivot tables

Lookups

Data analysis tools

ERP systems

Customer-facing reporting platforms

Organizational skills

Coaching/mentoring

Continuous improvement

Formação académica

Associate's degree

Bachelor's degree or relevant experience in Business, Supply Chain, Operations, Finance or related field

Ferramentas

ERP systems

Reporting platforms

CRM platforms

Descrição da oferta de emprego

Adirondack Beverages, Inc. seeks a Customer Operations Supervisor in Schenectady, NY. You will act as the main operational liaison between customers and internal teams, driving proactive communication, inventory analysis, issue resolution, and performance reporting.

You will lead customer-facing activities, support billbacks and credits, and guide cross-functional teams to improve customer experience and operational efficiency. On-site role with collaboration across multiple functions.