Customer Operations Coordinator - Retail

Fermented Food Holdings, Inc. • Madison, WI

6h • Onsite

About The Position

Fermented Food Holdings is seeking a Customer Operations Coordinator to manage retail customer orders and serve as the key link between retail partners, the sales team, warehouses, and operations. The role ensures orders are processed accurately, fulfilled on time, and communicated clearly. It also monitors retail ordering activity, identifies trends and potential issues, recommends practical solutions, and maintains customer trackers and dashboards that provide visibility into order performance. The position provides exposure to Supply Chain and Operations, along with mentorship and opportunities for professional growth.

This is a fully on-site role and is not eligible for remote or hybrid work. The coordinator also serves as a primary contact for retail buyers and customer service teams regarding order status, product availability, and delivery schedules, and responds to customer and consumer inquiries through Zendesk.

Requirements

• Associate's or bachelor's degree in Business, Supply Chain & Operations, Logistics, Communications, or a related field.
• 1–2 years of experience in order management, customer operations, or fulfillment.
• Proficiency in Microsoft Office, with strong Excel skills, including pivot tables, lookups, and data organization.
• Ability to analyze data and translate findings into clear, actionable insights.
• Excellent verbal and written communication skills.
• Strong organizational skills, attention to detail, and accuracy in data entry.
• Proactive, self-driven approach with a strong sense of ownership and accountability.
• Strong problem-solving skills and the ability to handle challenging situations with tact.
• Ability to work independently and collaboratively in a team environment.
• Dependable, punctual, and committed to delivering outstanding customer service.
• Must be legally authorized to work in the United States without current or future employer sponsorship.

Nice To Haves

• Experience in the food, beverage, or CPG industry, particularly with retail and grocery customers.
• Experience with NetSuite and EDI/SPS Commerce.
• Experience building dashboards or reports in Excel, Power BI, or similar tools.
• Familiarity with retailer portals such as Walmart Retail Link, UNFI, or KeHE, and retailer compliance requirements.
• Comfort working in a fast-paced, lean, and evolving environment.
• Passion for the company's brands, consumers, and mission.

Responsibilities

• Process and manage retail orders received through EDI (SPS Commerce), email, and customer portals, entering them accurately into NetSuite.
• Verify order details, including item codes, quantities, pricing, ship dates, and customer information, against lead time, order minimum, and pallet requirements.
• Monitor EDI order flow and fulfillment status, and resolve transmission errors or discrepancies in a timely manner.
• Process customer-requested order changes and cancellations, communicating updates to internal teams and warehouse partners.
• Coordinate with third-party warehouses, production, and logistics teams to confirm product availability, pickup appointments, and on-time delivery.
• Maintain accurate customer records, order documentation, and procedures in NetSuite and shared systems.
• Analyze retail ordering data to identify trends and changes in customer ordering patterns.
• Develop and maintain customer trackers and dashboards covering open orders, fill rates, on-time delivery, shorts, and other key performance metrics.
• Prepare recurring reports and insights to support sales and operations decisions.
• Share findings with internal stakeholders and recommend ways to improve order accuracy, efficiency, and customer experience.
• Proactively identify potential customer and order issues, including missed pickups, inventory shortages, pricing discrepancies, deductions, and compliance gaps.
• Investigate root causes, develop solutions, and work cross-functionally to resolve issues and prevent recurrence.
• Track open customer issues through resolution and keep customers and internal teams informed.
• Support process improvements, retailer onboarding, and customer setup to strengthen order-to-delivery workflows.
• Serve as a primary point of contact for retail buyers and customer service teams regarding order status, product availability, and delivery schedules.
• Respond to inbound customer and consumer inquiries through Zendesk, including questions, complaints, and product feedback.
• Partner with the sales team to clarify order details, manage special requests, and communicate customer requirements.

Benefits

• 401(k) with company match.
• Paid holidays and paid time off.
• Health, dental, and vision insurance.
• Flexible Spending Accounts for health and dependent care, and Health Savings Accounts.
• Company-sponsored short- and long-term disability and life insurance.
• Additional voluntary insurance plans.
• Office perks, including espresso, snacks, desserts, and a friendly team environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree