What are the responsibilities and job description for the Customer Success & Operations Manager position at Robbins Recruiting?
The Customer Success & Operations Manager serves as the primary contact for assigned house accounts and established customer programs, partnering with customers and internal teams to deliver excellent service. This role leads demand planning and forecast alignment with procurement, coordinates cross-functional activities to meet customer requirements and compliance standards, monitors item-level account performance and trends, manages AR aging issues, supports order fulfillment through item reservations, provides training support, and requires a high level of product knowledge.
Key Responsibilities
-Serve as the primary contact for assigned house accounts and established customer programs while building strong customer relationships
-Process customer orders and ensure prompt and proactive communication and fulfillment
-Drive demand planning by collaborating with customers and aligning forecasts with procurement and supply planning
-Monitor account performance by analyzing item-level activity and proactively identifying trends, risks, and opportunities
-Maintain proactive, professional communication, provide issue resolution, and support customer satisfaction
-Communicate account updates, order status, delays, risks, and changes to customers and internal stakeholders
-Provide training support and maintain strong product knowledge to support customer conversations, issue resolution, and growth
-Manage NetSuite dashboards, customer data, and reporting to support planning and service decisions
-Customer Requirements, Compliance & Cross-Functional Coordination
-Maintain expertise in customer-specific requirements, compliance standards, and operating procedures and maintain accurate and up-to-date records of such
-Document customer requirements, including billing instructions, packaging and labeling needs, and portal or procedural requirements. Ensure compliance with all contracts and service agreements.
-Coordinate with Shipping, Purchasing, Warehouse, Accounting, Product Development, and supply teams to meet customer requirements and fulfillment priorities
-Manage dedicated customer supply to support order fulfillment, inventory alignment, replenishment needs, customer initiatives and supply agreements
-Manage customer AR aging and resolve outstanding issues in partnership with Accounting as needed
-Ensure relevant stakeholders are informed of customer requirements, risks, and procedural updates
-Invoicing & Billing Support
-Support invoice review and resolve billing issues as needed
-Verify invoice accuracy against purchase orders, agreements, and account requirements
-Coordinate with customers and internal teams to resolve invoice discrepancies, debits, and portal submission issues
Job Expectations
-Service, Organization & Analytical Skills
-Highly organized, detail-oriented, and accountable, with strong time management and task ownership
-Maintain accuracy in data entry and order management, with no repeated errors of the same type within a defined review period
-Identify risks such as inventory shortages, delays, and billing issues before they impact service, and communicate solutions proactively
-Analyze and improve internal processes to increase efficiency and accuracy
-Demonstrate self-motivation, teamwork, and support for team priorities as needed
-Communication Skills
-Strong written and verbal communication with a professional, clear, customer-focused tone
-Ability to collaborate effectively across teams while maintaining high standards in grammar, spelling, and tone
Experience Requirements
-Experience in account management, customer service, contract management or sales support
-Experience managing customer relationships and serving as a primary point of contact
-Demand planning, forecasting, or supply coordination experience preferred
-Experience with ERP systems, preferably NetSuite
Relevant Background Experience
Candidates may come from a variety of customer support, supply chain, operations, or sales support backgrounds, ideally in a manufacturing or distribution environment. Strong background experience may include roles such as Supply Chain Coordinator, Demand Analyst, Sales Support Specialist, Order Management Specialist, Customer Account Coordinator, Inventory Coordinator, Procurement Coordinator, Logistics/Fulfillment Coordinator, Contract Administrator, or B2B Customer Service Representative.
Systems & Tools
-Strong proficiency in Microsoft Office: Outlook, Excel, PowerPoint, and Word
-Excellent Excel skills will be critical for this role
-Familiarity with Microsoft Teams, OneNote
-ERP systems, preferably NetSuite
-Ability to use reporting tools and dashboards to monitor account performance
Performance Expectations
-Manage assigned accounts independently while meeting deadlines and service expectations
-Maintain accurate, current, and actionable customer and system data
-Communicate proactively with customers and internal stakeholders about risks, needs, and opportunities
-Identify planning gaps, service issues, and trends in time to drive resolution
-Support strong order fulfillment through effective coordination and item reservation management
-Demonstrate accountability, responsiveness, teamwork, and ownership of assigned customer relationships
Position Details
-Full-time, on-site position (not remote)
-Monday through Friday
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.