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.
Skills Required
- Associate's degree
- 3+ years of experience in customer operations, customer service, manufacturing, or related business functions
- Experience in food, beverage, consumer packaged goods, or contract manufacturing environments
- Strong customer relationship management and communication skills
- 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
- Strong organizational skills and ability to manage multiple priorities
- Experience coaching, training, or mentoring others
- Bachelor's degree or relevant experience in Business, Supply Chain, Operations, Finance, or a related field
What We Do
Polar Beverages is a family-owned beverage maker and distributor based in Worcester, Massachusetts, with operations across Massachusetts, New York, Georgia, and Texas. It crafts sparkling seltzers, mixers, classic sodas, and heritage recipes, and also operates a bottling, private-label manufacturing, and distribution business for partner brands. The company has remained under Crowley family ownership since its founding in 1882 and continues to expand nationally.
