Customer Operations Manager

About Us:

Trilliant Food & Nutrition is a leading manufacturer of premium coffees and powdered beverages proudly headquartered in Little Chute Wisconsin. With a legacy rooted in quality innovation and service Trilliant delivers branded and private label solutions across retail foodservice and e-commerce channels.

Horseshoe Beverage Company based in Neenah WI is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent cutting-edge equipment and a vertically integrated supply chain we drive innovation and consistently deliver the highest quality products to our customersfirst and fast.

Our brand portfolio includes Victor Allens Dutch Bros beverages and Nurri our better-for-you protein beverage line. We are passionate about beverages and about building a team thats just as energized. We invite you to explore opportunities at Trilliant or Horseshoe to see if your talents and career aspirations may fit with our openings.

Our Core Values:

Position Overview:

The Customer Operations Manager provides strategic and people leadership across Customer Service and Customer Operations ensuring an exceptional customer experience while driving operational excellence accountability and cross-functional execution. This role leads the teams governance operating rhythms and business processes required to support customers from onboarding through ongoing service. The Manager serves as a senior escalation and strategic partner across Sales Supply Chain Operations Quality Finance IT Marketing and other functions; develops high-performing teams; establishes clear ownership and service expectations; identifies and mitigates customer and operational risk; and drives continuous improvement across the customer lifecycle.

Responsibilities:

Lead manage coach and develop Customer Service and Customer Operations teams including leaders and individual contributors to achieve departmental objectives strengthen accountability and build organizational capability.

Develop and implement customer operations strategies that improve customer satisfaction service levels operational efficiency accountability and scalability.

Own the Customer Operations strategy for strengthening strategic customer relationships through service performance operational partnership proactive risk management and cross functional execution.

Provide strategic oversight and governance for order management customer onboarding service support account maintenance and escalation processes ensuring appropriate ownership controls pricing accuracy and contract compliance.

Lead cross-functional alignment with Planning Supply Chain Logistics Sales Operations Quality Finance Marketing and IT to resolve customer-impacting issues and support reliable execution.

Establish and govern Customer Operations KPIs and operating reviews including order accuracy fill rate OTIF/on-time delivery customer complaints service risk and other customer performance measures; drive corrective actions and executive escalation when required.

Provide governance and cross-functional leadership for customer onboarding launches transitions and major operational changes ensuring accountable functional owners readiness criteria testing escalation paths and post-launch support.

Lead continuous improvement process governance MBOs SOP development and operating-model improvements across Customer Service and Customer Operations.

Partner with Quality and Operations to ensure Customer Operations processes support applicable food safety traceability quality and customer compliance requirements.

Represent Customer Operations as the business owner/SME for system and process improvements partnering with IT and technical teams responsible for solution design development troubleshooting EDI execution testing and technical support.

Lead and participate in customer and internal business reviews; provide Customer Operations insight into forecasting inventory service risk capacity and SIOP-related decisions.

Partner with executive and functional leadership on organizational priorities resource/capacity decisions customer risk performance expectations and corporate excellence metrics.

Establish governance for customer-specific operational requirements including OTIF MABD routing labeling fulfillment expectations service-level commitments penalties and other customer requirements ensuring requirements are clearly documented communicated and assigned to the appropriate functional owners.

Lead cross-functional review of recurring or material customer service failures ensuring root causes are identified corrective actions have clear owners and timelines and unresolved risks are appropriately escalated.

Represent the Voice of the Customer internally by identifying recurring customer pain points service trends emerging risks and improvement opportunities and translating those insights into actionable organizational priorities.

Provide leadership and coordination during significant customer supply quality system or operational disruptions ensuring appropriate functional ownership timely decision-making escalation and internal and external communication.

Lead Customer Operations through organizational customer process system and business changes by establishing clear communication accountability training adoption expectations and transition plans.

Partner with Sales Finance and other appropriate functions to ensure customer pricing commercial terms allowances penalties and contractual service requirements are accurately translated into operational requirements with clear functional ownership for approvals and execution.

Qualifications:

Bachelors degree in Business Supply Chain Food Science or related field.

7 years of experience in customer operations supply chain or logistics within the food manufacturing industry.

Proven leadership experience managing cross-functional teams.

Strong understanding of food manufacturing processes regulatory requirements and customer service best practices.

Proficiency in ERP systems (e.g. SAP Oracle) and CRM tools.

Excellent communication analytical and problem-solving skills.

Ability to thrive in a fast-paced high-volume environment.

Strong executive communication decision making prioritization and change management capabilities.

Experience with customer escalation management process governance KPI/operating reviews and continuous improvement.

Demonstrated ability to lead cross functionally and influence senior stakeholders without direct authority.

Demonstrated people leadership and leader-development experience including performance management coaching succession and organizational change.

Familiarity with EDI systems and order automation.

Collaborative and confident working across departments.

Detail-oriented with a passion for helping others succeed.

Entrepreneurial mindset with persistence and adaptability.

Strong intellectual curiosity and ability to ask insightful questions.

Compensation and Location: We offer a competitive compensation package and benefits package for full-time associates. This position is onsite at our Little Chute WI facility Monday Friday standard business hours. This position will require travel between the site locations.

Physical and Mental Demands:

While performing the duties of this job the employee is frequently required to sit hear use hands to type data use a personal computer and telephone. This employee may occasionally have to operate business machines and lift and/move up to 50 pounds.

Specific vision abilities required in this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental demands include multi-tasking decision making problem solving comparing copying computing compiling analyzing coordinating and synthesizing data.

Potential for exposure to chemicals heights loud noises mechanical equipment wet environments and other potential hazards exists.

Safety Statement:

At Trilliant and Horseshoe safety is every employees first responsibility. We expect all employees to adhere to all safety practices have the moral courage to stop other individuals from performing unsafe acts and immediately report unsafe conditions.

Disclosures:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.

Responsible for following food safety/regulatory policies and procedures executing responsibilities as identified in standard operating procedures and reporting food safety/regulatory concerns to the Production or Quality Manager.

Trilliant Food & Nutrition and Horseshoe Beverage Company are Drug Free Workplaces. All applicants are subject to a drug screen and background check as a condition of employment.

Trilliant Food and Nutrition and Horseshoe Beverage participate in the E-Verify process.

EEO/AA including Vets and Disabled

If you need a reasonable accommodation for any part of the employment process please contact us by email at and let us know the nature of your request and your contact information.

Trilliant Food and Nutrition and Horseshoe Beverage are Equal Opportunity Employers.

The principles of the OECD and UN have been taken into consideration and used as guidance in our human rights practices and procedures.

Required Experience:

Manager