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.