Customer Operations Program 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 and cutting-edge equipment 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 Program Manager serves as the strategic operational partner for assigned customers and is accountable for a standardized way of work across customer operational performance inventory and replenishment insights service execution compliance cost-to-serve visibility and continuous improvement. The role is aligned to the customer not to a brand portfolio and develops deep knowledge of the customers systems requirements inventory position replenishment processes service expectations and operational priorities.

The COPM connects customer data and operational signals to action. The role works closely with Sales and cross-functional partners to identify risks and opportunities provide actionable insights facilitate root-cause resolution and ensure clear ownership and follow-through.

For this specific customer assignment the COPM will support Walmart and Sams Club and must bring demonstrated replenishment and customer operational experience supporting both Walmart and Sams Club. This role requires deep working knowledge of Walmart and Sams Club replenishment processes systems inventory and POS data and customer-specific operational requirements including hands-on experience with Retail Link and Nova.

Responsibilities:

Customer Operational Partnership

Develop an intimate understanding of assigned customers including customer systems processes replenishment requirements service expectations operational contacts and business priorities.

Serve as the primary operational partner for assigned customers in partnership with the Sales account owner.

Establish a consistent customer operating cadence including operational/replenishment reviews KPI reviews risk and opportunity discussions action tracking and escalation.

Translate customer needs and operational signals into clear actions and connect work to the appropriate internal partner through resolution.

Inventory Replenishment & POS Analytics

Monitor and analyze customer POS store/DC inventory in-stock levels weeks of supply order patterns MABD/fill-rate compliance OTIF/service performance and other customer-specific inventory and replenishment measures.

Identify out-of-stock risk excess or imbalanced inventory replenishment gaps order opportunities service risk and other material customer-operational concerns.

Perform root-cause analysis and provide actionable recommendations to improve in-stock inventory flow replenishment service and the cost of moving product optimally.

Provide order/replenishment recommendations using customer demand signals inventory position transit and lead-time considerations promotions seasonality and customer requirements.

Prepare customer-specific replenishment/performance reporting and lead or participate in recurring customer replenishment meetings.

Develop and improve replenishment tools reporting processes and standard work as business and customer requirements evolve.

Serve as the customer operations and replenishment subject-matter expert for Walmart and Sams Club maintaining deep knowledge of customer-specific replenishment processes systems metrics reporting and operational expectations.

Utilize Walmart and Sams Club systems including Retail Link and Nova to analyze POS store/DC inventory in-stock performance replenishment trends order activity and other customer-specific operational data.

Prepare for and lead recurring replenishment and operational performance discussions with Walmart and Sams Club replenishment teams identifying risks opportunities root causes and recommended actions.

Demand & Forecast Insights

Gather and translate customer POS and/or DC inventory replenishment order promotional seasonal and other customer demand signals into actionable insights for Sales Demand Planning and Supply Chain.

Provide forecast recommendations and proactively identify material changes in demand or inventory position.

Maintain an active seat at the business table by ensuring customer and replenishment insights inform commercial and operational planning.

Customer Operational Performance

Own visibility to customer operational KPIs including OTIF in-stock MABD/fill rate inventory position/weeks of supply replenishment performance service performance compliance and applicable cost-to-serve measures.

Maintain visibility to purchase-order-through-delivery performance and partner with Customer Service Logistics Supply Chain and other functions to identify systemic execution issues.

Monitor applicable customer compliance requirements deductions chargebacks/fines and recurring operational failures; coordinate root-cause analysis corrective action and prevention with cross-functional partners.

Escalate material risks with clear business/customer impact ownership recommended actions and timing.

Identify operational drivers impacting customer performance service inventory flow and cost-to-serve and provide actionable insights and recommendations to Sales and leadership.

Continuous Improvement & Standard Way of Work

Lead continuous-improvement efforts related to customer operations replenishment inventory service compliance data visibility and cross-functional execution.

Standardize customer-operational processes KPI definitions reporting meeting cadences escalation paths documentation and action management wherever practical.

Document root causes decisions owners actions and outcomes to ensure improvements are sustained.

Share scalable best practices across customers while maintaining customer-specific system and process requirements.

Cross-Functional Coordination & Accountability

Partner with Sales Customer Service Supply Chain Demand Planning Logistics Finance Marketing/Ecommerce Project Management Master Data IT/EDI and other functions as required.

Coordinate customer-operational dependencies and provide visibility when cross-functional decisions or actions create customer service inventory cost or execution risk.

Support cross-functional initiatives from the customer-operations perspective.

Customer & Operational Readiness

Support new customer and new item operational readiness by documenting and communicating customer systems service replenishment compliance and operational requirements.

Partner with the appropriate cross-functional teams to ensure required setup and readiness activities are completed accurately and on time.

Provide customer-specific operational input to bids RFPs launches and commercial initiatives as requested.

Leadership

Independently manage complex high-impact customer operational relationships and issues.

Exercise judgment in prioritizing risk developing recommendations escalating concerns and driving cross-functional resolution.

Lead high-impact operational discussions with customers Sales and senior leadership.

Support the development of consistent capabilities tools best practices and standardized ways of working across Customer Operations.

Qualifications:

Bachelors degree in Business Supply Chain Operations Analytics Marketing or a related field; equivalent relevant experience may be considered.

47 years of experience in customer operations replenishment retail/customer analytics customer success account operations supply chain or a related role supporting complex customers.

Direct replenishment experience supporting both Walmart and Sams Club is required including demonstrated experience analyzing POS store/DC inventory in-stock performance replenishment MABD/fill-rate compliance order patterns and customer-specific operational performance.

Hands-on experience with Walmart and Sams Club systems including Retail Link and Nova is required with demonstrated ability to independently navigate customer data reporting inventory POS and replenishment information.

Experience with additional Walmart and Sams Club systems and tools including Madrid Scintilla ASPEN Supplier One and other applicable customer platforms is highly preferred.

Strong analytical capability with demonstrated ability to interpret POS inventory replenishment service compliance and operational data and convert findings into actionable recommendations.

Strong Excel skills and ability to work effectively with customer portals retailer/replenishment systems ERP/customer systems reporting tools and large data sets.

Strong customer-facing communication and relationship-building skills.

Demonstrated ability to lead cross-functional problem solving without direct authority and drive actions through completion.

Strong organizational skills attention to detail ownership intellectual curiosity and ability to operate effectively in a fast-paced environment.

Travel is required based on customer needs and business objectives.

Hours Location and Pay:

We offer a competitive base pay rate and benefits package for full-time employees. This role works standard business hours Monday Friday with additional hours as needed to support business needs. If working remotely travel to our Little Chute WI manufacturing facility will occasionally be required. Additional travel as needed based on customer needs.

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:

IC