Customer Operations Specialist (Specialty & Alternative Channels)
The Customer Operations Specialist (Specialty & Alternative Channels) is responsible for end-to-end execution of customer order management for specialty, convenience, and foodservice accounts (e.g., Coremark, Nassau, Starbucks, and other convenience channels).
This role ensures accurate and timely processing of purchase orders, proactive communication on order risks (cuts, delays, push-outs), and best-in-class service levels across all retail partners.
This role sits at the center of Operations, Supply Chain, and Sales, ensuring our client delivers against retailer expectations while protecting fill rate, compliance, and customer relationships.
Estimated Salary: The salary for this position has not been finalized yet. Please indicate your expected salary based on your experience in the application form, and we will consider it in our discussions.
Key Responsibilities:
Purchase Order Management
- Own the full lifecycle of retail purchase orders from receipt through fulfillment
- Review, validate, and enter POs into internal systems (EDI/manual)
- Confirm order quantities, pricing, ship windows, and routing requirements
- Ensure alignment with inventory availability and production schedules
Order Risk & Exception Management
- Proactively identify risks to fill rate, including inventory shortages or production delays
- Communicate cuts, delays, and push-outs to customers in a timely and professional manner
- Partner with Supply Chain and Planning to mitigate risks and improve outcomes
- Track and manage all open order issues through resolution
Customer Communication
- Serve as primary point of contact for assigned Mass accounts (Target, Walmart)
- Respond to all customer inquiries within defined SLA (same-day response expected)
- Maintain clear, concise, and professional communication at all times
- Provide proactive updates on order status, delays, and issue resolution
Execution & Compliance
- Ensure all orders meet retailer compliance requirements (routing, labeling, ASN accuracy)
- Monitor and reduce chargebacks tied to execution errors
- Maintain accurate records of order status, changes, and communications
- Support continuous improvement of customer service processes and reporting
Customer Operations Specialist (Specialty & Alternative Channels)
The Customer Operations Specialist (Specialty & Alternative Channels) is responsible for end-to-end execution of customer order management for specialty, convenience, and foodservice accounts (e.g., Coremark, Nassau, Starbucks, and other convenience channels).
This role ensures accurate and timely processing of purchase orders, proactive communication on order risks (cuts, delays, push-outs), and best-in-class service levels across all retail partners.
This role sits at the center of Operations, Supply Chain, and Sales, ensuring our client delivers against retailer expectations while protecting fill rate, compliance, and customer relationships.
Estimated Salary: The salary for this position has not been finalized yet. Please indicate your expected salary based on your experience in the application form, and we will consider it in our discussions.
Key Responsibilities:
Purchase Order Management
- Own the full lifecycle of retail purchase orders from receipt through fulfillment
- Review, validate, and enter POs into internal systems (EDI/manual)
- Confirm order quantities, pricing, ship windows, and routing requirements
- Ensure alignment with inventory availability and production schedules
Order Risk & Exception Management
- Proactively identify risks to fill rate, including inventory shortages or production delays
- Communicate cuts, delays, and push-outs to customers in a timely and professional manner
- Partner with Supply Chain and Planning to mitigate risks and improve outcomes
- Track and manage all open order issues through resolution
Customer Communication
- Serve as primary point of contact for assigned Mass accounts (Target, Walmart)
- Respond to all customer inquiries within defined SLA (same-day response expected)
- Maintain clear, concise, and professional communication at all times
- Provide proactive updates on order status, delays, and issue resolution
Execution & Compliance
- Ensure all orders meet retailer compliance requirements (routing, labeling, ASN accuracy)
- Monitor and reduce chargebacks tied to execution errors
- Maintain accurate records of order status, changes, and communications
- Support continuous improvement of customer service processes and reporting
