FLSA Classification:                                     Exempt

Reports to:                                                       Vegetable Facility Manager

Company Information:

D’Arrigo Bros. Co., of California, is a 100-year-old, rapidly growing agricultural company based in Salinas, California and is one of the largest vegetable growers and packer/shippers.  The company has a rich history as an industry trend-setter, not a follower. Since the day the company was founded by Stephen and Andrew D’Arrigo, two immigrant brothers from Messina, Sicily, innovation has been its hallmark.

With third generation D’Arrigo family members at the helm of our West Coast operations, you
can be sure that the traditions of being the very best in the business emanate from the top and are carried out by our dedicated family of approximately 3,500 employees. Always look for the distinctive Andy Boy pink label to know you can reliably get the finest pick of the crop.

Summary/Objective

The Customer Operations Supervisor is a working supervisor responsible for actively performing customer service and appointment coordination, while providing day-to-day leadership and support to the Customer Service/Appointment Coordination team. This role works closely with the Vegetable Facility Manager, sales, and operations teams to ensure appointments, orders, and shipments are scheduled accurately and customer needs are met efficiently. The Customer Service Supervisor leads by example, remains directly involved in daily operations, and steps in wherever needed to maintain service levels and workflow continuity.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  • Provides overall leadership and strategic oversight for the Customer Service and Appointment Coordination function, ensuring alignment with operational goals and service standards
  • Forward-thinking mindset with the ability to evaluate current operations, recommend improvements, and support the implementation of new processes and tools
  • Oversees the coordination, scheduling, and rescheduling of daily appointments to support efficient workflow and optimal capacity utilization
  • Supervises and directs a union workforce in accordance with collective bargaining agreements, company policies, and labor regulations
  • Sets the standard for customer service excellence and ensures consistent, professional customer interactions through team leadership and coaching
  • Provides direct customer support via phone, email, and in person, delivering professional, timely, and courteous service
  • Serves as the primary escalation point for complex customer service issues, scheduling conflicts, and operational challenges
  • Directs and supports team efforts related to call volume management, appointment changes, dispatch coordination, and customer inquiries
  • Monitors daily workloads, staffing levels, and operational demands; reallocates resources as needed to maintain coverage and efficiency
  • Oversees inventory management activities, including organization and maintenance of cold box areas, to ensure product integrity, accuracy, and compliance with operational standards
  • Ensures order quality and accuracy by overseeing order entry, validation, documentation, and fulfillment processes
  • Serves in a supervisory capacity with responsibility for policy development, policy presentation, and oversight of departmental payroll function
  • Leads the training, coaching, and ongoing development of customer service staff, providing feedback and performance guidance
  • Reviews team output for accuracy and completeness, including appointments, orders, shipping documentation, and operational reports
  • Ensures continuity of operations by coordinating coverage plans for absences, peak volume, or operational disruptions
  • Reinforces performance expectations, attendance standards, and compliance with established procedures and policies
  • Collaborates with the sales team to align appointment scheduling and customer support activities with sales objectives
  • Coordinates with the Cross Dock Supervisor and dispatch team to ensure timely scheduling, confirmation, and execution of deliveries
  • Oversees the entry, review, and validation of customer and cross dock orders for accuracy and timeliness
  • Provides oversight of the preparation of phytosanitary certificates and coordination of required inspections
  • Works with logistics providers to ensure shipment scheduling, issue resolution, and service performance
  • Analyzes scheduling trends, identifies bottlenecks or service gaps, and implements process improvements
  • Oversees completion of required administrative and clerical functions
  • Performs other related duties as assigned
  • Performs administrative and clerical duties as needed
  • Other job duties as assigned
  • Mandatory attendance required

Additional Functions

  • N/A

Competencies

  • Strong leadership and team management skills
  • Excellent verbal and written communication skills
  • Strong organizational, time-management, and problem-solving abilities
  • Ability to prioritize, multitask, and adapt in a fast-paced environment
  • Professional, calm, and customer-focused demeanor
  • Ability to coach, motivate, and hold team members accountable
  • Attention to detail with a commitment to accuracy and efficiency

Work Environment

  • Frequent interaction with customers, drivers, sales, and operations staff in both office and warehouse environments
  • Prolonged periods of sitting, standing, and working at a computer
  • Periodic walking and working in a refrigerated cold storage facility maintained at approximately 34 degrees Fahrenheit
  • Ability to communicate effectively in person, over the phone, and via email to warehouse conditions including noise, moving equipment, and varying temperatures

Physical Requirements

See separate physical requirements document for this role.

Travel Required:

  • No seasonal relocation

Required Education and Experience

  • High school diploma or equivalent, college preferred
  • Previous experience in customer service, appointment scheduling, dispatch, logistics, or administrative operations
  • Prior lead or supervisory experience preferred, especially in a working-supervisor capacity
  • Proven ability to handle high-volume customer interactions
  • Proficiency in basic computer applications and scheduling systems
  • Ability to lead by example and work directly in daily operations
  • An equivalent combination of education and experience may be considered

Preferred education and experience:

  • N/A

Additional Eligibility Requirements

  • N/A

Affirmative Action/EEO Statement

We are an Equal Opportunity Employer – The Company assures equal employment opportunity with respect to recruiting, hiring, training, compensation, transfers, and promotions. All Company practices will be administered without regard to race, sex, pregnancy, childbirth, and medical conditions related to pregnancy and childbirth, age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), denial of FMLA leave, disability, marital status, medical condition (cancer and genetic characteristics), genetic information, national origin, gender, gender identity, gender expression, sexual orientation, military or veteran status or any other characteristic protected by state, federal or local law in terms and conditions of employment. Information provided on this application will not be used for any discriminatory purpose.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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Pay range:

$92k – $105k per year