Customer Operations Coordinator

The Role

We are looking for a team-oriented individual to join our Customer Service in-house operations. Reporting to the Director of Customer Operations, the Customer Operations Coordinator plays a critical role in the execution of customer orders and fulfillment operations across the company's distribution network. This position is responsible for managing the end-to-end order lifecycle, ensuring customer orders are accurately processed, fulfilled, and delivered while balancing customer requirements, inventory availability, transportation constraints, and operational priorities. The role serves as a key liaison between Sales, Supply Chain, Logistics, Finance, and Customers to ensure exceptional service levels and operational execution. Success in this position requires strong critical thinking, systems expertise, problem-solving capabilities, and the ability to manage multiple priorities with a sense of urgency in a fast-paced environment.

What You'll Own

• Manage the end-to-end execution of customer orders from receipt through fulfillment, shipment, delivery, and invoicing
• Maintain a high volume of customer orders across multiple fulfillment locations and customer ship-tos
• Ensure customer orders are processed accurately and in compliance with customer-specific requirements and service expectations
• Proactively identify and resolve order exceptions, fulfillment constraints, and shipment delays to minimize customer impact
• Serve as a primary operational contact for internal stakeholders and customers regarding order status, shipment execution, inventory availability, and issue resolution
• Partner with Sales and Customer teams to manage customer-specific programs, product launches, and service requirements
• Cook up customer compliance requirements, routing instructions, delivery appointments, and portal-based order management activities
• Support resolution of customer claims, deductions, shortages, damages, and delivery discrepancies
• Coordinate outbound shipments with warehouses, carriers, logistics providers, and internal supply chain partners
• Monitor shipment execution and delivery performance to ensure orders are delivered on time and in full
• Investigate and resolve transportation, warehousing, and fulfillment issues impacting customer service
• Identify process improvement opportunities that increase efficiency, improve service levels, and reduce operational risk
• Participate in projects related to systems enhancements, process optimization, and operational scalability

Who You Are

• Bachelor's degree in Business, Supply Chain, Operations, Logistics, or related field preferred
• 2-5 years of experience in order management, customer operations, logistics, supply chain, or related operational roles
• Experience working within ERP systems, EDI platforms and customer portals strongly preferred
• Strong understanding of order-to-cash processes, fulfillment operations, and customer service execution
• Able to manage multiple priorities and deadlines in a fast-paced, high-growth environment
• Demonstrated problem-solving and analytical skills with the ability to make sound operational decisions
• Strong Microsoft Excel and business systems proficiency
• Excellent written and verbal communication skills
• Highly organized and detail-oriented with strong follow-through
• Strong sense of ownership and accountability
• Customer-focused mindset balanced with operational decision-making
• Able to navigate ambiguity and changing priorities
• Collaborative team player with strong relationship-building skills
• Continuous improvement mindset with a desire to enhance processes and drive operational excellence

Compensation & Benefits

Base Salary: $55,000-$60,000, plus annual incentive
This range reflects the expected hiring range for this role in the Greater Boston area. Final compensation will be based on experience and qualifications.
Benefits include:
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid holidays, vacation, sick, personal, and parental leave
- Annual allowances for product, wellness, professional development, and social justice education
- Voluntary life and disability coverage