Customer Operations Representative

Job Description

Job Description

Company Overview:
The Hanline Group is a food manufacturing, logistics and supply chain solution organization comprised of six different operating companies. Each company is dedicated to a specific value proposition within a certain industry. Together, these companies work with and assure continuity of supply for the nation’s most reputable food and supply chain outlets.

R.S. Hanline & Company Inc., founded in 1986 in Shelby, Ohio, is one of the nation’s largest and most trusted fresh produce suppliers delivering fresh-cut value added, specialty and locally grown products to some of the most reputable food service, retail, food manufacturing and wholesale distribution companies in the United States.

Entourage Trucking, formerly known as Trade Wind Express, an asset-based transportation division with two hubs in Shelby, Ohio and Cedar Rapids, Iowa. Trade Wind Express was founded by R.S. Hanline & Company in 1987.

Entourage Freight Solutions, founded in 2013, is an industry leader and a true 3PL in navigating refrigerated freight as well as dry freight and the expedited markets with more than 8,000 carriers in our vast network.

Hanline Fresh, founded in 2016, increasingly specializes in servicing customers by adding to the network of strategic sourcing & supply partners across all major fresh produce commodities.

Hanline Frozen Foods, founded in 2020 in Romulus, Michigan, is a premium supplier of All-Natural, IQF, and Ready-to-Eat Ingredients to some of the most reputable food service, retail, food manufacturing and wholesale distribution companies in the United States.

Vidalia Valley has been a trusted name in fresh produce since its founding in 1983. Originally known as Manning Farms, Vidalia Valley specializes in processing, repacking, and distributing high-quality whole peeled Vidalia onions, industrial ingredients, and IQF vegetables.

Division:
R.S. Hanline & Co. Inc

Location:
Shelby, OH

Position Title:
Customer Operations Representative

Position Summary:
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.

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.

Qualifications:

· High school diploma or equivalent required; associate’s degree preferred.

· 1+ year of customer service, logistics, or related experience; food manufacturing experience preferred.

· Strong communication, organizational, and problem-solving skills.

· Proficiency in Microsoft Office and ERP/order management systems.

Benefits:

· 401(k) or Roth IRA with fully vested 4% match

· Health, Dental, & Vision insurance

· Flexible schedule

· Paid time off

· Floating holidays

· Competitive environment

· Growth opportunity

· Voluntary life insurance, short & long term disability, etc.

· Company paid life insurance policy