Customer Operations Manager

Title

Customer Operations Manager

Location

Norwalk, CT

Company

Reed’s Inc.® is an innovative company and category leader that provides the world with high quality, premium and naturally bold™ better-for-you beverages. Established in 1989, Reed's Inc.® is a leader in craft beverages under the Reed’s®, Virgil’s® and Flying Cauldron™ brand names. The company’s beverages are now sold in over 40,000 stores nationwide.

Job Summary

The Customer Service Manager is a hands-on position with responsibility of leading and optimizing the customer service operations between the company’s suppliers for finished goods, contract manufacturing, third-party logistics partner(s), and Reed’s customers. This is a fast-paced role that requires a customer service-oriented individual who can engage with suppliers, finance, sales, and marketing in an efficient manner. This role will have one direct report and will be responsible for the day-to-day operations and the management and the professional development of the team. In addition, this individual must have experience in developing customer relationships, warehouse operations, and the ability to use data to drive critical business decisions. As a senior member of the team, this dynamic leader must be able to communicate effectively across all levels of the organization. This position reports directly into the Sr. Director, Logistics and Customer Service.

Responsibilities

Develop strong relationships with Reed’s customers and with the Reed’s sales team. Build their trust and help drive our strategic growth plan. Have an in depth understanding of their operations, business strategies, and expectations

Cross -Functional Collaboration with internal Logistics/Inventory teams as well as Carrier Partners to move freight efficiently and in timely manner.

Oversee the management of the “order to cash” (order entry and invoicing) process and integrate systems and technology to optimize the process for all domestic, international, and transfer orders.

Ensure products are delivered on-time and in full to meet customer orders.

Manage OTIF with Key accounts and customer allocations when required.

Key liaison between sales and operations planning

Oversee all customer complaints and customer returns.

Provide support during financial audits of inventory and 3PL

Qualifications

Bachelor’s degree or combination of equivalent education and experience

5+ years of experience in logistics and customer service that includes negotiating, budgeting, and implementing new systems and WHSE locations.

Prior experience working with co-packers and contract manufacturers

Prior experience working with EDI and NetSuite

Detail-oriented, with excellent analytical skills and attention to detail

Excellent verbal and written communication skills

Ability to demonstrate excellent judgement and escalate issues as needed

Aptitude for managing multiple projects simultaneously and ensuring proper follow through

Please note that we do not provide immigration sponsorship for this position.

Reed’s Inc. is an Equal Opportunity Employer.