Customer Operations Specialist

About the role

The Customer Operations Specialist is responsible for managing customer orders from receipt through delivery for major retail and wholesale accounts, including large national retailers and mass and club retailers. The role serves as a key connection between customers, Sales, Supply Chain, Warehousing, Transportation, Finance, and external logistics partners. This role will partner cross-functionally with Planning, Distribution, Warehouse, Transportation, Finance, and Sales to manage order fulfillment, communicate inventory and service risks, resolve issues, and ensure timely, accurate delivery to customers.

Responsibilities

• Order Management and Fulfillment: Review orders for accuracy across pricing, items, quantities, delivery requirements, and promotional terms; partner with Planning, Supply Chain, and Warehouse teams to confirm inventory and allocate product; proactively resolve shortages, production delays, transportation constraints, and other fulfillment risks; coordinate order changes, cancellations, substitutions, backorders, and expedited shipments; release orders in alignment with customer delivery windows and internal shipping schedules; process orders via EDI, customer portals, email, or the company's ERP system (Netsuite).
• Retailer Compliance: Maintain knowledge of customer-specific order, packaging, labeling, routing, and documentation requirements to ensure compliance with retailer vendor guidelines; partner with internal teams and logistics providers to prevent fulfillment and dispute issues, chargebacks, and deductions; investigate retailer claims and maintain documentation to support dispute resolution and recovery.
• Customer Service and Account Support: Serve as the primary operational contact for assigned retail and wholesale customers, providing timely support on orders, inventory, shipping, delivery, and claims; build strong customer relationships and partner with Sales and Account Management to support daily sales activities, promotions, product launches, seasonal programs, and key account initiatives.

Requirements

• 2+ years of relatable experience in order fulfillment/management, sales administration, or supply chain logistics operations in the consumer packaged goods industry.
• Beverage company experience supporting major retailers, distributors, grocery chains, club stores, or mass merchants preferred.
• Experience with EDI transactions, including purchase orders, acknowledgments, advance shipment notices, and invoices required.
• Experience working with third-party warehouses, carriers, and logistics providers required, specifically SPS Commerce, Celigo, and B2B-gateway preferred.
• Experience processing customer purchase orders in an ERP or order-management system; Netsuite strongly preferred.
• Strong attention to detail and ability to manage a high volume of transactions.
• Strong written and verbal communication skills.
• Ability to prioritize competing deadlines and resolve issues in a fast-paced environment.
• Previous experience with Google Workspace and Microsoft Office Suite (mainly Excel at a basic level) as well as Slack.

Pay

The typical salary range for this position is $27.50 – $30.00 per hour. This pay range reflects an estimate of the anticipated compensation for this role and does not include potential bonuses, equity, or benefits. The actual salary offer will take into account multiple factors including skills, experience, education, location, and applicable federal, state, and local wage and hour laws.

Benefits

• Blue Shield medical plans with HMO (CA Only), PPO, and HDHP options (including an HSA).
• FSA and Dependent Care FSA.
• Guardian dental and vision coverage.
• UNUM packages including life insurance, AD&D, disability benefits, and employee-paid options like accident, hospitalization, and critical illness coverage.
• 100% match on Empower Retirement contributions up to 4% after three months.
• Student Loan Retirement Match.
• Wellness perks including Headspace, ClassPass memberships, and a robust EAP.
• SNOO Bassinets.
• Nationwide pet insurance.
• 17 paid holidays, Flex PTO, and travel assistance.