Customer Operations Lead - Inventory & Service Excellence

Adirondack Beverages; City of Schenectady (NY); On-site; USD 65,000 - 70,000; Full time

Job summary

Adirondack Beverages seeks a Customer Operations Supervisor in Schenectady, NY to align customer needs with internal teams and drive service performance.

You will manage inventory analysis, coordinate billbacks and credits, and lead continuous improvement across customer operations while coaching teams and fostering accountability.

Strong Excel and ERP experience are required to develop dashboards, monitor metrics, and provide timely reporting to customers.

Qualifications

• Associate degree required; Bachelor's degree or relevant experience 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.
• 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.

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.
• 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.

Skills

Customer relationship management

Communication skills

Problem-solving abilities

Analytical skills

Education

Associate degree

Bachelor's degree or relevant experience

Tools

Excel

ERP systems

Customer-facing reporting platforms

Job description

Adirondack Beverages seeks a Customer Operations Supervisor in Schenectady, NY to align customer needs with internal teams and drive service performance.

You will manage inventory analysis, coordinate billbacks and credits, and lead continuous improvement across customer operations while coaching teams and fostering accountability.

Strong Excel and ERP experience are required to develop dashboards, monitor metrics, and provide timely reporting to customers.