Sr. Customer Operations Representative

Rich Products Corporation; Buffalo (NY); On-site; USD 53,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

Paid time off

Parental leave

Family planning support

Associate resource groups

Volunteering & community impact

Holiday gatherings

In‑house taste tests

Job summary

Rich Products Corporation in Buffalo, NY is seeking a Sr. Customer Operations Representative to lead customer acquisition and manage key accounts within our 3PL division. You will coordinate across teams to optimize revenue and ensure top‑level service delivery.

You will analyze customer needs, drive margins, and mentor junior staff while maintaining strong relationships with clients and internal stakeholders across Global Logistics.

Qualifications

• Minimum 3 years in logistics or 2 years in Customer Operations with a proven track record.
• Advanced proficiency in MS Office including Excel, PowerPoint, and Outlook.
• Exceptional communication and interpersonal skills with ability to influence at all levels.
• Strong leadership capabilities with coaching and mentoring skills.
• Strategic thinker able to translate insights into actionable initiatives.

Responsibilities

• Lead identification, targeting, and acquisition of high‑value customers to secure new business opportunities.
• Develop and implement customer retention strategies using data analytics.
• Oversee evaluation and acceptance of customer orders to optimize revenue while balancing capacity.
• Provide mentorship to junior team members and foster continuous learning.
• Collaborate with senior leadership to drive revenue growth and improve efficiency.
• Serve as escalation point for complex customer issues and drive problem solving.
• Lead post‑shipment activities including billing reconciliation, claims management, and performance analysis.

Skills

People skills

Negotiation

Strategic thinking

Education

High School Diploma or GED

Bachelor's degree in Business or Logistics

Tools

MS Office Suite

Excel

PowerPoint

Outlook

Job description

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Sr. Customer Operations Representative

Location: Buffalo, NY, US, 14202

ROAR Logistics, Inc. is a global transportation service provider (3PL) and U.S. Customhouse Brokerage, offering an extensive portfolio ofRail,Ocean,Air, andRoad services to aid clients in the delivery of their products around the world. ROAR utilizes state-of-the-art technology to coordinate, manage and track shipments from point of origin to final destination. ROAR delivers best in class customer service and support with comprehensive operations in major markets throughout the world.

Purpose Statement

We are seeking an experienced and driven Senior Customer Operations Representative to lead our customer acquisition efforts, manage key client relationships, and drive operational excellence within our third‑party logistics (3PL) division. As a senior member of our team, you will play a pivotal role in optimizing margins, fostering strategic partnerships, and implementing best practices to ensure superior service delivery.

Key Accountabilities and Outcomes

• Lead the identification, targeting, and acquisition of high‑value customers, utilizing advanced negotiation tactics and strategic communication to secure new business opportunities.
• Develop and implement sophisticated customer retention strategies, leveraging data analytics and market insights to anticipate and address customer needs proactively.
• Oversee the evaluation and acceptance of customer orders, applying expert judgment and industry knowledge to optimize revenue while balancing capacity constraints and market dynamics.
• Provide guidance and mentorship to junior team members, fostering a culture of continuous learning and professional development within the customer operations team.
• Collaborate closely with senior leadership and cross‑functional teams to develop and execute strategic initiatives aimed at driving revenue growth and enhancing operational efficiency.
• Serve as a subject matter expert and escalation point for complex customer issues, leveraging advanced problem‑solving skills and industry expertise to resolve challenges promptly and effectively.
• Lead post‑shipment activities, including the resolution of billing discrepancies, claims management, and performance analysis, driving process improvements to enhance overall customer satisfaction and profitability.

Knowledge, Skills, and Experience

• High School Diploma of GED Equivalent required, Bachelor's degree in Business, Logistics, or related field required preferred.
• Minimum of 3 years of experience in the logistics industry or 2 years experience in Customer Operations with a proven track record of success in customer acquisition and retention.
• Advanced proficiency in MS Office Suite, including Excel, PowerPoint, and Outlook, with the ability to analyze data and present insights to stakeholders effectively.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Strong leadership capabilities, with a demonstrated ability to coach, mentor, and inspire team members to achieve their full potential.
• Strategic thinker with a keen analytical mindset and the ability to translate insights into actionable strategies and initiatives.
• Proven track record of driving results in a fast‑paced, dynamic environment, with a focus on exceeding customer expectations and maximizing profitability.

COMPENSATION

In accordance with state law, the rate or range provided is Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”),reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non‑discriminatory factors such as experience, knowledge, skills, abilities, shift differential, and location.

Annual Range/Hourly Rate

$52,955.00-$71,645.00

Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”), are committed to a policy of Equal Employment Opportunity , standing up for fairness and maintaining a culture of belonging, to provide an exceptional experience for all. We will not discriminate against an applicant or employee on the basis of race, color, religion, sex, national origin, disability, military or veteran status, or any other Federal or State legally protected classes. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Rich’s. Please contact Rich’s Associate Experience Network at [e-mail] if you need assistance completing this application or to otherwise participate in the application process.

BRINGING YOUR BEST SELF TO WORK.

As a family‑owned company, caring for our associates—their whole selves—is a top priority. That’s why we provide benefits and tools to help our people balance the integration of work and life:

• Competitive compensation
• Paid time off
• Parental leave
• Family planning support
• Associate resource groups
• Volunteering & community impact opportunities
• Holiday gatherings
• In‑house taste tests (we are a food company after all)!

It’s all part of how we support our family of associates.

Rich’s, also known as Rich Products Corporation, is a family‑owned food company dedicated to inspiring possibilities. From cakes and icings to pizza, appetizers and specialty toppings, our products are used in homes, restaurants and bakeries around the world. Beyond great food, our customers also gain insights to help them stay competitive, no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice, retail, in‑store bakery, deli, and prepared foods, among others. With over 13,500 associates working in 100 locations globally, and annual sales at $5.9billion, Rich’s is a global leader with a focus on everything that family makes possible. Rich’s®—Infinite Possibilities. One Family.