Customer Operations Executive

Opply•Chicago, IL

50d•Hybrid

About The Position

As a Customer Operations Executive, you’ll be at the heart of driving success for our customers, helping them to meet their business objectives, and getting the most out of our products and services.

Requirements

1-2 years’ experience in Customer Success, Customer Service, Operations, Account Management, Supply Chain admin or similar roles, ideally in a fast-paced B2B or supply chain environment
Demonstrated ability to manage operational processes across multiple stakeholders with precision and accountability
Track record of resolving complex issues and building strong, trust-based relationships with both customers and internal teams
Experience working across multiple software systems simultaneously, ideally across the purchase-to-pay processes
You are obsessed with detail, if something’s off, you spot it before anyone else
You don’t just react, you own problems and drive them to resolution without being asked
You’re laser-focused on delivering excellent customer experiences and believe every interaction is a chance to build trust
You’re a natural at juggling multiple workstreams without dropping the ball
You’re solutions-driven, you always find a way to make things work
You thrive in dynamic, ambiguous environments and bring structure where others see chaos
You communicate clearly and respectfully, whether updating a supplier or aligning with engineering
You’re a team player who lifts others up and collaborates across departments
You’re an empathetic and enabling team player who collaborates well with all teams, ideally in a fast paced business with high growth

Nice To Haves

Exposure to food, consumer goods, or supply chain/logistics industries is a strong plus, but not required

Responsibilities

Manage all supply chain administration associated with delivering our services, including: ○ Confirming purchase order (PO) details with buyers ○ Raising POs with suppliers ○ Monitoring and reporting on platform automation performance ○ Reconciling invoices and chasing payments
Act as the first point of contact for customers, handling inbound queries related to orders, deliveries, and payments
Resolve supply chain issues promptly and drive strong OTIF (On-Time, In-Full) performance
Ensure customer satisfaction by deeply understanding client needs, providing regular updates, and proactively addressing feedback
Maintain accurate and complete records in our platform,CRM and other softwares to ensure centralized and accessible information
Own the end-to-end supplier onboarding process: collecting key documents (e.g., credit forms, certifications), validating information, and ensuring timely setup in systems
Advocate for customers internally, ensuring their issues are resolved quickly and their feedback informs our product roadmap and operational improvements
Monitor and report on key operational metrics including OTIF, invoice accuracy, payment turnaround time, and supplier onboarding cycle time
Collaborate closely with sourcing, operations, technical, and sales teams to deliver a seamless experience and drive innovation
Identify and implement process improvements to enhance the customer experience, order accuracy, and operational efficiency
Ensure compliance with internal and external policies on supplier and customer data, including secure handling of tax IDs, bank details, and legal forms