Customer Operations Representative

Hanline Group•Shelby, OH

3d•Onsite

About The Position

The Customer Operations Specialist serves as the primary operational partner for assigned customers, ensuring exceptional service, proactive communication, and seamless execution across R.S. Hanline. This role is responsible for managing day-to-day customer operations while continuously seeking opportunities to enhance the customer experience, improve service outcomes, and solve complex challenges. Through operational excellence, collaboration, and a deep understanding of customer needs, the Customer Operations Specialist plays a key role in strengthening customer relationships, driving customer retention, and contributing to the continued success of both the customer and R.S. Hanline.

Requirements

High school diploma or equivalent required
1+ year of customer service, logistics, or related experience
Strong communication, organizational, and problem-solving skills.
Proficiency in Microsoft Office and ERP/order management systems.

Nice To Haves

associate’s degree preferred
food manufacturing experience preferred

Responsibilities

Serve as the primary point of contact and operational partner for assigned customers, building trusted relationships through exceptional service, communication, and follow-through.
Enter, validate, and manage customer orders while ensuring accuracy in pricing, order adjustments, documentation, and fulfillment requirements.
Monitor orders through fulfillment and delivery, proactively communicating updates, delays, risks, or service changes to internal and external stakeholders.
Develop a deep understanding of assigned customers' business needs, priorities, and operational requirements to proactively identify risks, solve challenges, and support customer success.
Act as a liaison between customers and internal departments to ensure alignment and effective resolution of customer concerns.
Apply critical thinking and sound business judgment to evaluate customer requests, operational challenges, and opportunities to improve service and customer outcomes.
Partner with customers and internal stakeholders to support accounts receivable efforts, including collections, deductions, pricing disputes, claims resolution, and payment reconciliation.
Analyze customer activity and service trends to identify opportunities for continuous improvement and customer retention.
Document customer interactions, service issues, and resolutions while maintaining accurate records within company systems.