Operations

• 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
• 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
• 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
• 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

Customer Support

• 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
• 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
• Serve as primary point of contact for assigned Mass accounts (Target, Walmart)
• Respond to all customer inquiries within defined SLA (same-day response expected)
• Ensure all orders meet retailer compliance requirements (routing, labeling, ASN accuracy)

Customer Service Specialist – Grocery

Customer Service Specialist

• Manage daily ticket volume across email, chat, and marketplace messaging
• Respond to customers clearly, professionally, and empathetically
• Identify root causes of issues and minimize back-and-forth
• Resolve order issues such as missing items, damage, delivery delays, and incorrect orders
• Maintain consistent brand voice across all customer communications
• Process refunds, replacements, and partial refunds accurately
• Create and manage discount codes and appeasements
• Edit orders (addresses, items, quantities) when appropriate
• Investigate order timelines, shipments, and fulfillment status
• Review fraud indicators and escalate when necessary
• Work directly inside order records to diagnose customer complaints
• Coordinate with fulfillment partners when corrections are required
• Accurately categorize tickets using fields, tags, and macros
• Escalate product quality issues with complete and organized details
• Identify patterns and recurring customer issues
• Help improve workflows, help center content, and macros

Customer Experience Specialist

Executive Assistant

• Own and manage a high-volume inbox — triage, prioritize, draft responses, and flag critical items.
• Ensure timely follow-up across stakeholders.
• Proactively chase outstanding action items from both the executive and team members.
• Maintain structured task tracking across initiatives.
• Learn the executive’s working style, communication patterns, and priorities.
• Anticipate needs before they arise.
• Hold leadership accountable to timelines when needed.
• Serve as a gatekeeper while maintaining strong relationships internally and externally.
• Capture meeting notes and convert them into clear summaries, action lists, and follow-ups.
• Use AI tools to synthesize, refine, and accelerate output (ChatGPT, transcription tools, etc.).
• Turn rough ideas into structured plans, briefs, or execution documents.
• Translate ambiguity into clarity and next steps.
• Build and iterate task tracking systems (Notion, Asana, Airtable, or similar tools).
• Continuously improve workflows for speed and clarity.
• Maintain organized documentation across Google Drive and other platforms.
• Create repeatable processes that scale with the organization.
• Act as communication bridge between the executive and team.
• Track project progress and surface bottlenecks early.
• Ensure alignment across multiple workstreams.