Manager, Customer Operations - Dairy & Commodity Ingredients

How would we describe a career with Agri-Mark/McCadam/Cabot Creamery? More than 100 years of: Farmers, Family, Mission, Purpose, Sustainability, Respect, Integrity, Work Ethic, Teamwork, Pride in Award Winning Products, and Agriculture.

Cabot Creamery achieved B Corp certification in 2012 and became the world's first dairy co-op to do so. This certification demonstrates our commitment to transforming the global economy to benefit all people, communities, and the planet.

The salary range is $88-95k

We offer a hybrid workplace with three days onsite in our corporate office-Tuesday through Thursday in Waitsfield, VT.

What you'll be doing:

Leadership & Team Management

• Lead, mentor, and develop staff in Export Logistics, Whey Operations, and Powder Sales & Operations.
• Support all customer operations and commercial initiatives across the Dairy Ingredient Sales team.
• Drive improvements in key performance indicators such as customer service, order accuracy, lead times, and efficiency.
• Promote a culture of cross‑training, knowledge sharing, and redundancy across teams.
• Develop, maintain, and continuously improve standardized SOPs for all commodity processes, ensuring operational consistency and effective cross‑training across supporting teams.
• Lead weekly production and supply meetings to align sales forecasts, inventory, and customer requirements.

Commodity Order Management

• Support customers through all phases of order management
• Coordinate with internal transportation teams and customers on product location, routing, and delivery requirements.
• Partner with sales to support the management of off‑grade and trim material.
• Participate in bulk inventory meetings to ensure accurate demand and inventory planning.
• Manage the full return process, ensuring proper documentation and resolution.
• Collaborate with Sourcing to manage conversion customer orders and returns.
• Serve as primary point of contact for customer inquiries and service issues.

Price Management

• Maintain and manage all pricing documentation for commodity accounts.
• Act as subject matter expert on market‑based pricing, pricing formulas, and commodity pricing mechanisms.
• Partner with Accounting to resolve invoice discrepancies, deductions, and pricing disputes.
• Continuously evaluate pricing processes to identify opportunities for automation and improved accuracy.

Reporting

• Create and oversee weekly inventory and order allocation reports.
• Manage all customer specifications and requirements, ensuring accuracy and version control.
• Partner with QA to manage spec approvals, revisions, and change processes.
• Collaborate with Supply Chain and IT on reporting enhancements, system improvements, and data automation.

Product and Process Expert

• Maintain expert knowledge of customer requirements, product attributes, labeling needs, and documentation standards.
• Ensure compliance with paperwork and labeling expectations at all internal and external warehouse locations.
• Support Export logistics on compliance and regulatory affairs

What we are seeking:

Business degree or comparable experience

Strong Analytical skills and problem-solving ability

Strong technical skills including excel and knowledge of Power BI a plus

Strong written and oral communication skills

Attention to detail and complete follow through

Ability to work independently as well as a team member

Ability to work effectively under pressure while being consistently pleasant and calm in dealing with customers' inquiries and complaints

Process Improvement mind set

Agri-Mark is an equal opportunity employer. The company is committed to the fundamental principle of equal opportunity and equal treatment for every qualified prospective and current employee. The company does not discriminate or allow discrimination on the basis of race (including traits historically associated with race including hair texture and protective hairstyles), color, religion, ancestry, national origin, citizenship, genetic information, sex (including pregnancy or pregnancy-related conditions), sexual orientation, gender identity, place of birth, crime victim status, age, physical or mental disability, a positive result from an HIV-related blood test, military or veteran status, or any other classification protected under applicable federal and/or state law.

Agri-Mark complies with all federal, state, and local laws and regulations.