Customer Operations Manager

Job Title: Customer Operations Manager Department: Customer Service Reports To: Customer Service Manager / Director of Operations Direct Reports: Industrial Account Specialist(s) Position Summary The Customer Operations Manager is the strategic owner of assigned customer accounts and is accountable for overall customer satisfaction, commercial performance, and operational alignment. While Industrial Account Specialists manage day-to-day transactional execution, the COM leads customer relationships, resolves escalated issues, drives cross-functional coordination, and ensures that account performance meets company standards for service, profitability, and growth. This role bridges Sales, Operations, Manufacturing, Procurement, Warehouse, Engineering, and Quality to ensure seamless customer experience and execution excellence. Primary Responsibilities 1. Account Ownership & Relationship Management Serve as primary relationship owner for assigned accounts. Build and maintain strong, long-term customer partnerships. Conduct regular business reviews and performance discussions. Understand customer forecasts, demand trends, and strategic initiatives. Identify growth opportunities within existing accounts. 2. Commercial & Financial Accountability Monitor account revenue, margin, and pricing alignment. Review and approve pricing adjustments in coordination with Sales/Leadership. Support contract review and renewal discussions. Evaluate the financial impact of expedited orders, credits, or concessions. Ensure account activity aligns with company profitability objectives. 3. Operational Oversight Review backlog, past-due reports, and OTIF performance for assigned accounts. Prioritize orders in coordination with Manufacturing and Planning. Anticipate supply risks and proactively communicate mitigation plans. Escalate capacity, material, or production constraints appropriately. Ensure Industrial Account Specialists are executing orders accurately and efficiently. 4. Issue Resolution & Escalation Management Serve as escalation point for complex or high-impact customer issues. Lead resolution of service failures, quality complaints, and delivery disputes. Coordinate root cause discussions with Quality and Operations. Communicate corrective actions clearly and professionally to customers. Protect customer relationships while maintaining company standards. 5. Leadership & Development Directly supervise Industrial Account Specialist(s). Delegate transactional workload effectively. Review order accuracy and ERP data integrity. Coach team members on communication, prioritization, and systems use. Conduct performance reviews and contribute to career development planning. Foster accountability and service excellence within the team. 6. Cross-Functional Coordination Represent the voice of the customer in Tactical Operations Meetings. Partner with Manufacturing to align production priorities. Work with Procurement on material constraints affecting accounts. Coordinate with Engineering on product changes or custom requests. Collaborate with Warehouse/Logistics to manage shipping priorities. Qualifications Education & Experience Bachelor’s degree in business, Supply Chain, or related field preferred. 5+ years’ experience in manufacturing, customer account management, or B2B service. Experience supervising or mentoring team members preferred. required ERP system experience. Core Competencies Strategic Account Ownership Leadership & Accountability Cross-Functional Influence Commercial Acumen Conflict Resolution Operational Awareness Professional Communication Performance Expectations Maintain high customer retention and satisfaction levels. Improve on-time delivery performance within assigned accounts. Reduce recurring service failures and escalations. Ensure order accuracy and backlog visibility. Develop Industrial Account Specialists into higher-level contributors. Demonstrate proactive risk identification and mitigation. Job Type: Full-tim…

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