• Customer Operations
  • Concord, MA, USA
  • Full Time

We're looking for a Customer Operations Manager to join our Supply Chain organization and provide leadership to Welch's team of order management specialists.  This individual will be responsible for developing supply chain solutions for our customers and managing the daily order fulfillment and shipment execution to optimize service levels to our customers.   

What You'll Do:

  • Provide leadership and functional expertise to the Customer Operations Team to ensure customer orders are processed efficiently, timely, and in line with customer requirements and expectations. Work closely with relevant functions including Sales, Supply Chain, Planning and our customer representatives to ensure their service requirements are fully understood and goals are achieved.
  • Proactively lead Customer Operations team members and other functions (i.e. Sales & Marketing) to address special situations, issues, or new business requirements.
  • Directly administer key customer accounts such as C-store, DSD, and Rapid Sales accounts
  • Develop a complete understanding of Welchs current order management environment related to business processes and systems. Leverage your expertise to identify opportunities to enhance performance and drive solutions that improve service and reduce the cost-to-serve.
  • Represent the Customer Operations area in regular performance and metric reviews with customers, Welch's customer teams, our third-party logistics provider and other Supply Chain functions. Actively participate and communicate the status of service performance, any developing trends and your assessment of opportunity areas.
  • Provide day-to-day guidance and hands-on support for systems (Oracle) administration and maintenance including: pricing and new item updates; customer and warehouse set-up; order lead-time parameters; credit hold releases; issuance of Return Goods Authority; and oversight of EDI orders. Manage the post-shipment process related to invoicing and inventory adjustments, as needed, and execute customer requirements planning (CRP) for select accounts.

Who You Are:

  • Strong people-management experience with demonstrated history of team-building and employee motivation.
  • Considerable knowledge of customer service functions including current industry challenges and strategies to control cost while improving customer service levels.
  • Proven experience in developing and managing relationships with both internal and external customers and support organizations such as IT and Logistics providers.
  • Possesses strong analytical, problem-solving, and decision making skills. Ability to assess information, extract/summarize key factors, prepare and present findings to management in a succinct and professional manner.
  • Collaborative, team-oriented with an understanding of the inter-dependencies of customer service and logistics processes. Willing to consider solutions optimizing overall department/company benefits.
  • Someone with a 'making it happen' attitude including; acting with urgency, embracing ambiguity, and daring to try.

 What You'll Need:

  • A Bachelor's Degree (Logistics, Supply Chain, or Business Administration preferred) or equivalent combination of education and experience may be considered
  • Minimum of five years of experience managing in Customer Operations/Logistics or similar functional experience
  • Experience working in the Consumer Packaged Goods industry is preferred

 What You'll Enjoy:

  • Collaborative colleagues working together to deliver results.
  • Robust health benefits, and paid time off programs
  • Generous 401k plan with annual company match
  • Discounts on Welch's products


Welch's is an Equal Employment Opportunity Employer:  Minority/Female/Disability/Protected Veteran

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