The Operations and Customer Service Specialist handles day-to-day order fulfillment, customer communications, and operational troubleshooting within the supply chain and operations functions. This role ensures seamless execution of logistics processes while providing exceptional customer service and targeted administrative support for operations-related activities.
 
This position reports to the Director of Supply Chain.  

Responsibilities:

Order Fulfillment and Tracking

•  Process and track customer orders from creation through delivery
•  Execute inventory transfers as directed by logistics planning
•  Monitor shipment status and proactively identify delivery issues
•  Coordinate with 3PLs (RJW, ES3) on daily order fulfillment requirements
•  Process Amazon FBA work orders and special customer requirements
•  Handle delivery appointment scheduling and warehouse coordination
•  Generate daily exception reports and follow up on stuck orders
•  Maintain accurate order status updates in SAP system

Customer Communication and Support

•  Provide real-time updates on order status and delivery schedules
•  Respond to customer inquiries regarding shipments, delays, and logistics issues
•  Coordinate with sales team on customer-specific delivery requirements
•  Handle customer complaints and service escalations professionally
•  Maintain customer communication logs and service history records
•  Support customer onboarding for logistics and delivery processes
•  Communicate inventory availability and allocation decisions to customers

Operations Administrative Support

•  Provide administrative support specifically for supply chain and operations functions
•  Process invoice follow-up and coordinate with accounting on payment issues
•  Support training and onboarding coordination for new operations team members
•  Assist with operations-specific projects and process improvements
•  Maintain filing systems and documentation for operational records
•  Coordinate meeting scheduling for operations and logistics activities
•  Support operations reporting and data compilation activities

Operational Troubleshooting and Issue Resolution

•  Investigate and resolve individual shipment problems and delays
•  Research order discrepancies and coordinate corrections with 3PLs
•  Handle damaged shipment claims and coordinate replacements
•  Resolve appointment scheduling conflicts with warehouses
•  Track and follow up on delayed containers and stuck shipments
•  Escalate complex issues to Logistics Coordinator when necessary
•  Document recurring issues and suggest process improvements
•  Coordinate with carriers on delivery exceptions and

Data Management and Reporting

•  Update SAP records with delivery confirmations and status changes
•  Maintain shipment tracking and customer communication databases
•  Generate daily operational reports and exception lists
•  Support month-end inventory reconciliation by identifying discrepancies
•  Process routine shipping documentation and ASNs
•  Create customer service metrics and performance reports
•  Track and report on operational KPIs and service level performance

Inventory and Warehouse Coordination

•  Coordinate daily inventory movements between facilities
•  Process inventory adjustment requests and cycle count discrepancies
•  Support physical inventory counts and reconciliation activities
•  Coordinate with warehouses on capacity planning and space utilization
•  Handle inventory allocation requests during shortage situations
•  Track and report on inventory aging and slow-moving stock
•  Support liquidation and disposal activities as directed

Technical Requirement:

•  Working proficiency in SAP for order lookup, processing, and status updates
•  Experience with 3PL portals and warehouse management systems
•  Familiarity with shipment tracking across multiple carriers
•  Proficiency with Microsoft Office Suite (advanced Excel skills preferred)
•  Experience with customer service software and CRM systems
•  Basic understanding of inventory management and logistics processes
•  Knowledge of EDI processes and automated order management

Qualifications:

•  Associate's degree or equivalent experience in operations or customer service
•  2-3 years’ experience in logistics support, customer service, or operations
•  Strong communication skills for customer and vendor interaction
•  Detail-oriented approach to order tracking and documentation
•  Ability to multitask and prioritize in fast-paced environment
•  Problem-solving skills for operational issues and customer complaints
•  Experience with supply chain operations and inventory management

What Our Client offers:

•  High-energy international working environment that fosters growth, autonomy, and teamwork
•  Hybrid model of 3 days in the office
•  Competitive Compensation
•  PTO policy that increases with seniority & paid holidays
•  100% paid Medical, Dental and Vision
•  401(k) plan