Customer Operations Manager

Job Description About the CompanyWe are a growing organization operating within a complex supply chain environment, supporting customers across logistics, operations, and delivery functions. Our success depends on strong coordination, accurate data, and consistent execution from order through delivery and billing. We are focused on building scalable processes and delivering a high level of service to our customers.Position OverviewThe Customer Operations Manager serves as the primary point of contact for customers on all non-technical matters and plays a critical role in managing the full customer lifecycle from onboarding through delivery and billing.This role is highly cross-functional, ensuring alignment between customers and internal teams including Operations, Dispatch, Sales, Accounting, and Finance. The ideal candidate brings a strong operational mindset, thrives in a fast-paced environment, and is focused on execution, process improvement, and customer satisfaction.Key ResponsibilitiesCustomer Communication & Relationship ManagementServe as the primary point of contact for customers on all non-technical mattersProvide proactive communication throughout the full order lifecycle (order through delivery and billing)Ensure customer expectations are clearly communicated and aligned internallyMaintain a high level of customer satisfaction through responsiveness and follow-throughScheduling & Operational CoordinationCoordinate delivery schedules with Dispatch and Operations teamsCommunicate delivery timelines, updates, and changes to customersEnsure customer-specific requirements are clearly understood and executed internallyCustomer Issue ResolutionInvestigate and resolve service and scheduling-related issuesManage missed deliveries, returns, and service discrepanciesPartner with Accounting to support resolution of billing and invoicing issuesEscalate technical or product-related issues to appropriate internal teamsCustomer Data & Documentation ManagementManage customer onboarding, including accurate data entry into CRM/ERP systemsMaintain and update customer records, requirements, and account detailsEnsure all required documentation is accurate and accessible, including COAs, SDS, and other compliance materialsCross-Functional CoordinationAct as liaison across Operations, Dispatch, Sales, Accounting, Finance, and MarketingSupport Sales with onboarding coordination, account setup, and administrative follow-throughEnsure seamless communication and handoffs between departmentsProcess Improvement & SOP DevelopmentDevelop and refine standard operating procedures (SOPs) to balance consistency with customer-specific needsIdentify process gaps and inefficiencies across workflowsDrive improvements in communication, execution, and cross-functional coordinationHelp build scalable processes as the company growsQualifications3–5 years of experience in customer operations, logistics, supply chain, or a similar environmentStrong communication and organizational skills with the ability to manage multiple prioritiesExperience working in cross-functional, fast-paced environmentsFamiliarity with delivery scheduling, customer requirements, and issue resolution in an operational settingExperience with CRM and ERP systems (Business Central or similar preferred)Preferred BackgroundExperience in logistics, transportation, industrial supply chain, or materials-based industriesBackground supporting complex customer accounts within operationally intensive environmentsExperience working with commodities, raw materials, or structured delivery schedulesWork EnvironmentPrimarily onsite role with a 4:1 onsite to remote scheduleLocal candidates preferred due to the need for in-office collaborationSystems & ToolsCRM platforms integrated with Microsoft Dynamics Business Central ERP