Customer Operations Manager

The Customer Operations Manager is responsible for leading and developing the customer-facing operations team to deliver an exceptional customer experience while supporting customer retention, account growth, and long-term business partnerships across the North American market.

This role combines operational excellence with a strong commercial focus, ensuring customers receive outstanding service throughout their lifecycle with Pelsis. The Customer Operations Manager will work proactively to strengthen customer relationships, identify opportunities to increase customer engagement, and support revenue growth through effective account support and development.

Working closely with Sales, Operations, Supply Chain, Finance, and Marketing, the Customer Operations Manager will act as a key link between Pelsis and its customers, ensuring customer requirements are met while supporting broader business objectives.

As the business continues to grow, this role will play a critical part in shaping and scaling customer-facing functions, including future Account Management and Inside Sales capabilities. The successful candidate will bring experience in customer relationship management, team leadership, and customer development within a B2B environment.

Please note this role is hybrid and the office is based in Jackson, GA.

How You'll Make an Impact

Leadership & Team Development

• Lead, coach, and develop the Customer Operations team, creating a high-performance, customer-focused culture.
• Establish clear objectives, service standards, and development plans for team members.
• Support the recruitment, onboarding, and development of future customer-facing roles, including Account Managers and Inside Sales Representatives.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Relationship Management & Account Development

• Develop and maintain strong relationships with key customers, serving as a senior escalation point when required.
• Partner with Sales teams to support account growth, customer retention, and business development initiatives.
• Identify opportunities to strengthen customer engagement, increase product adoption, and support cross-selling and upselling activities.
• Conduct regular customer reviews to understand customer needs, challenges, and growth opportunities.
• Ensure customers receive proactive communication and support throughout their journey with Pelsis.
• Monitor customer feedback and market trends to identify opportunities to improve customer experience and commercial performance.

Customer Operations

• Oversee daily customer operations, including order management, customer enquiries, order tracking, and issue resolution.
• Ensure customer orders are processed accurately and efficiently while maintaining compliance with company policies and procedures.
• Act as the primary escalation point for complex customer issues, coordinating cross-functional resolution where necessary.
• Work closely with Supply Chain and Operations teams to manage inventory availability, fulfilment challenges, and customer expectations.
• Drive operational improvements that enhance efficiency, service delivery, and overall customer satisfaction.

Commercial & Cross-Functional Collaboration

• Collaborate closely with Sales, Finance, Supply Chain, Operations, and Marketing teams to ensure a seamless customer experience.
• Support customer onboarding, pricing enquiries, promotional activities, and contract implementation.
• Monitor and report on key performance indicators including customer retention, account growth, order accuracy, customer satisfaction, and service levels.
• Provide insights and recommendations to leadership regarding customer trends, risks, and opportunities.
• Support the development of scalable processes, systems, and reporting that enable future growth of Account Management and Inside Sales functions.

What You'll Bring

• Bachelor's degree in Business Administration, Sales, Marketing, Communications, or a related field preferred.
• 5+ years' experience in Customer Operations, Customer Service, Account Management, Customer Success, or a related customer-facing leadership role.
• Proven experience managing customer relationships and supporting account growth within a B2B environment.
• Demonstrated ability to lead and develop high-performing customer-facing teams.
• Strong commercial acumen with a customer-centric mindset.
• Excellent communication, relationship-building, negotiation, and problem-solving skills.
• Experience within manufacturing, distribution, industrial products, or a similar B2B environment preferred.
• Proficiency with ERP systems, CRM platforms, and Microsoft Office applications.
• Ability to work effectively across multiple functions and manage competing priorities.