Customer Operations Supervisor
22 hours ago
Albany
Job Description Location: Albany, NY Schedule: Monday–Friday | Day Shift About Sidekick Delivery Sidekick Delivery is a specialized last-mile logistics company serving the beverage alcohol industry. We partner with many of the nation's leading wineries, importers, distributors, breweries, and beverage suppliers to provide reliable, compliant delivery services throughout New York and California. Unlike traditional parcel carriers, we specialize in handling products that are often high-value, fragile, limited-production, and time-sensitive. Our customers trust us to represent their brands with professionalism, accuracy, and exceptional service at every stop. Every order we deliver represents our customer's brand, and every employee plays a critical role in protecting that trust. Whether you're speaking with a customer, coordinating with Operations, or solving a delivery issue, your work directly impacts the experience our customers have with Sidekick. Our mission is simple: Deliver every order accurately, communicate proactively, and create customers who never have to wonder whether they'll be taken care of. Position Summary The Customer Operations Supervisor leads Sidekick's Customer Operations function by overseeing customer communications, operational investigations, and issue resolution from initial report through final resolution. This role supervises the Beverage Coordinator, oversees Help Scout, Sidekick's customer email and case management system, and serves as the operational bridge between customers and Sidekick's Dispatch, Transportation, Warehouse, and Night Operations teams. As the voice of the customer within the organization, the Customer Operations Supervisor transforms customer feedback and operational investigations into coaching opportunities and continuous improvements that strengthen service across the company. Success in this role requires exceptional communication, organization, analytical thinking, and a commitment to ownership. The ideal candidate enjoys solving complex problems, collaborating across departments, and improving the customer experience through operational excellence. Key Responsibilities Customer Case Management • Lead Sidekick's customer communication and case management process through Help Scout., • Own customer issues from initial report through final resolution., • Provide timely, professional, and proactive communication throughout each investigation., • Prioritize customer issues based on urgency and operational impact., • Maintain complete and accurate case documentation., • Ensure every issue is fully resolved before closing the case. Operational Investigations Investigate customer issues by utilizing Sidekick's core operational systems: • Help Scout – Sidekick's customer email and case management system., • Sidekick Portal – Sidekick's warehouse management system, where inbound freight is received, scanned, and tracked throughout the warehouse process., • DispatchTrack – Sidekick's routing and driver management platform used to dispatch routes and capture GPS history, delivery photos, electronic signatures, and proof of delivery. Responsibilities include: • Researching delivery discrepancies, missing product, damage claims, proof of delivery disputes, warehouse scan discrepancies, routing issues, and other operational exceptions., • Reviewing prior-day operations to identify unresolved issues and operational trends., • Coordinating investigations with Dispatch, Transportation, Warehouse, and Night Operations., • Determining root causes and communicating findings to customers and Operations leadership. Leadership & Team Coordination • Supervise, coach, and support the Beverage Coordinator., • Coordinate work across Customer Operations, Dispatch, Transportation, Warehouse, and Night Operations., • Help establish and improve Customer Operations procedures and service standards., • Ensure customer inquiries are handled promptly and professionally., • Promote a culture of ownership, accountability, and continuous improvement. Operational Coordination & Continuous Improvement • Partner with Transportation, Dispatch, Warehouse, and Night Operations to resolve customer issues efficiently., • Communicate coaching opportunities to Transportation Supervisors regarding driver performance, customer interactions, and delivery execution., • Communicate coaching opportunities to Warehouse and Night Operations Supervisors regarding sort accuracy, loading quality, freight handling, and scan compliance., • Identify recurring operational trends and recommend process improvements., • Help reduce repeat customer issues through collaboration, coaching, and continuous improvement., • Support implementation of operational improvements that enhance the customer experience. Ownership Philosophy The Customer Operations Supervisor owns the customer resolution process. While investigations often require assistance from Dispatch, Transportation, Warehouse, or Night Operations, ownership remains with Customer Operations until: • The investigation is complete., • The customer has received a final answer., • Corrective actions have been communicated., • Documentation is complete., • The issue has been fully resolved. Ownership does not transfer simply because another department becomes involved. Qualifications • Three or more years of customer service, logistics, transportation, or operations experience preferred., • Previous leadership or supervisory experience preferred., • Strong analytical and problem-solving skills., • Excellent written and verbal communication abilities., • Exceptional organization and attention to detail., • Experience with customer service or ticket management software is preferred., • Experience in logistics, transportation, or warehouse operations is preferred., • Proficiency with Microsoft Office and Google Workspace. What Success Looks Like Success in this role means creating confidence—for both our customers and our operations team. The Customer Operations Supervisor is successful when: • Customer inquiries receive timely, professional, and proactive communication., • Customer issues are resolved accurately and efficiently., • Help Scout cases are well-managed, documented, and driven to completion., • The Beverage Coordinator is supported, coached, and set up for success., • Dispatch, Transportation, Warehouse, and Night Operations receive clear, actionable feedback that improves performance., • Recurring customer issues are identified and reduced through coaching, process improvements, and cross-functional collaboration., • Customers trust that Sidekick will communicate clearly, take ownership, and follow through on every commitment. At the end of each day, the Customer Operations Supervisor should be able to confidently answer: "If a customer called asking about any issue in our system, would I know exactly where it stands, what has been completed, what still needs to happen, and when the customer can expect the next update?" If the answer is yes, Customer Operations is fulfilling its mission. Our Culture At Sidekick Delivery, we believe exceptional service starts with exceptional ownership. Our philosophy is simple: Ownership creates accountability. Accountability creates consistency. Consistency creates exceptional service. We don't believe in passing problems from person to person. We believe the person who owns the issue owns the outcome. Every employee is expected to: • Take ownership., • Communicate proactively., • Solve problems rather than simply report them., • Support teammates across departments., • Leave their area of responsibility in a better position than they found it. We don't just deliver freight. We deliver trust. Why Join Sidekick? At Sidekick Delivery, you'll play a key leadership role in shaping the customer experience for one of the fastest-growing specialty logistics companies in the beverage industry. You'll work closely with Operations leadership to solve complex challenges, improve company processes, coach operational teams through constructive feedback, and build a Customer Operations function centered on ownership, accountability, and continuous improvement. If you're energized by solving problems, improving systems, leading through collaboration, and creating exceptional customer experiences, we'd love to have you join our team. Company DescriptionSidekick Delivery is a fast-growing logistics company specializing in next-day wine and spirits delivery for top restaurants, retailers, and distributors across California and New York. We combine precision, professionalism, and a customer-first mindset to deliver exceptional service in a high-touch industry.Sidekick Delivery is a fast-growing logistics company specializing in next-day wine and spirits delivery for top restaurants, retailers, and distributors across California and New York. We combine precision, professionalism, and a customer-first mindset to deliver exceptional service in a high-touch industry.