Retail Account Operations Supervisor or Manager

Position summaryThis role owns post-sale operations for national retail, club, lifestyle brand, and specialty accounts. After Sales secures a customer or program, the role turns that commercial award into an operationally ready launch, accurate orders, compliant delivery, and reliable ongoing service.The scope runs from vendor onboarding and item setup through program launch, purchase orders, customer requirements, retail compliance, fulfillment coordination, and account service. Potential channels like Costco, Target, and Sam’s Club, as well as lifestyle brand and specialty customers chain stores. Named accounts describe the intended customer profile, not a claim that the company currently serves them.Core mission Vendor onboarding → Item setup → Program launch → PO management → Customer requirements → Compliance → Account serviceKey responsibilitiesCustomer and vendor onboarding

• Coordinate post-award vendor registration, customer setup, portal access, supplier documentation, and operating requirements.
• Maintain accurate customer contacts, requirements, approvals, and onboarding records; translate requirements into internal actions.Item setup and product information
• Coordinate customer item creation, SKU and UPC data, cost and price, case pack, MOQ, dimensions, weight, attributes, product descriptions, images, and packaging information.
• Validate submissions and maintain consistent information in customer portals and internal systems.New product and program launch
• Build and track launch milestones for specifications, samples, artwork, packaging, approvals, production readiness, inventory, shipping, and customer launch.
• Surface delays early and drive cross-functional resolution with Sales, Product Development, Sourcing, Operations, Logistics, and Finance.Purchase orders and account execution
• Review POs for item, price, quantity, dates, ship and cancel windows, and customer instructions; coordinate confirmation and internal release.
• Manage order changes, allocation, shortages, backorders, exceptions, and accurate status updates through delivery.Fulfillment coordination and retail compliance
• Translate customer delivery requirements into clear instructions for Operations and Fulfillment; coordinate shipping windows, routing, appointments, and shipment follow-up.
• Support portal, EDI, ASN, labeling, carton, pallet, OTIF, proof-of-delivery, and other account requirements; investigate shortages, chargebacks, and recurring compliance failures.Account service and performance
• Serve as the post-sale operational contact for customer planning, replenishment, logistics, and compliance teams, while keeping Sales informed of material issues.
• Track on-time launch, OTIF, fill rate, order accuracy, backorders, compliance deductions, and issue resolution; improve processes from the results.Candidate criteriaEducational background
• A bachelor’s degree in Business Administration, Supply Chain Management, Operations, Merchandising, or a related field is preferred. Equivalent hands-on experience supporting retail or wholesale accounts is also considered.
• For Manager candidates, formal education is helpful, while demonstrated ownership of major accounts, process improvement, and team or cross-functional leadership carries greater weight.Must have
• At least 3 years of relevant experience in retail or national account operations, wholesale operations, order management, customer supply chain, or sales operations supporting physical products.
• Hands-on ownership of customer POs and order-to-delivery execution, with strong accuracy in item data, pricing, quantities, and dates.
• Ability to coordinate multiple programs and deadlines across Sales, Product, Supply Chain, Operations, Logistics, and Finance.
• Clear written and verbal communication, practical exception management, and proficiency with ERP or order-management systems and Excel.Nice to have
• Supplier-side experience supporting Costco, Target, Sam’s Club, Walmart, or comparable national retail and club accounts.
• Vendor onboarding, retailer item setup, portals, EDI, ASN, routing guides, OTIF, chargebacks, and vendor compliance.
• Custom merchandise, seasonal launches, branded drinkware, housewares, lifestyle products, or similar consumer products.
• Experience managing several major accounts and building SOPs, dashboards, or account scorecards.