Retail Customer Fulfillment Specialist

Core Responsibilities

• Serve as a primary point of contact for retail customer service inquiries, including customers, distributors, and broker partners.
• Respond to service inquiries related to orders, shipments, documentation, pricing alignment, and system updates.
• Maintain proactive communication with Retail Sales Team members and brokers regarding order status, shipment timing, and service-related updates.
• Support resolution of customer service issues in a timely and professional manner.
• Review and monitor all retail purchase orders for accuracy, completeness, and compliance with customer requirements.
• Cook up close with Order Management, Supply Chain, and Logistics teams to ensure successful order fulfillment.
• Track orders through shipment and delivery, ensuring alignment with customer delivery expectations.
• Monitor retail customer portals and ordering systems for order changes, confirmations, and compliance updates.
• Identify risks to On-Time, In-Full (OTIF) performance and escalate issues to the appropriate internal teams.
• Aid in providing required documentation for retail customers, including vendor setup documentation, certificates of insurance (COI), product documentation and specification sheets, customer onboarding forms, customer-specific compliance documentation, and additional administrative documentation as needed.
• Utilize internal ERP/CRM systems to enter orders, track fulfillment, and maintain accurate customer records.
• Support the transition and integration of retail order management activities into NetSuite.
• Aid in migrating retail-related operational processes currently managed through other systems at the Waller, Texas and Wilkes-Barre, Pennsylvania facilities.
• Help ensure data accuracy and consistency during the transition to a centralized ERP platform.
• Work closely with the existing Retail Customer Service team member(s) to capture institutional knowledge and operational processes.
• Aid in documenting key customer requirements, workflows, and service procedures.
• Provide cross-functional redundancy to ensure continuity of service and operational stability as the retail channel continues to grow.
• Partner with the Retail Sales Team to support customer relationships and ensure expectations are met.
• Collaborate with Logistics and Supply Chain teams on shipping issues, inventory availability, and customer-specific requirements.
• Cook up with Finance regarding pricing alignment, deductions, and credit requests when necessary.
• Work closely with the Order Management team to ensure accurate PO execution and On-Time, In-Full delivery.

NetSuite Integration Support

• Utilize internal ERP/CRM systems to enter orders, track fulfillment, and maintain accurate customer records.
• Support the transition and integration of retail order management activities into NetSuite.
• Aid in migrating retail-related operational processes currently managed through other systems at the Waller, Texas and Wilkes-Barre, Pennsylvania facilities.
• Help ensure data accuracy and consistency during the transition to a centralized ERP platform.

Knowledge Transfer and Operational Continuity

• Work closely with the existing Retail Customer Service team member(s) to capture institutional knowledge and operational processes.
• Aid in documenting key customer requirements, workflows, and service procedures.
• Provide cross-functional redundancy to ensure continuity of service and operational stability as the retail channel continues to grow.