Operations Coordinator US

Tony's Chocolonely • New York, NY

8h • Hybrid

About The Position

Tony’s Chocolonely is seeking an Operations Coordinator to join their US Operations team. The primary goal of this role is to provide strong customer operations support, ensuring smooth order and delivery execution to drive business growth in the US. The Operations Coordinator will collaborate with internal and external partners to achieve operational KPIs and guarantee customers receive their products on time. This role is crucial for maintaining operational efficiency and supporting the company's mission to make 100% Exploitation Free chocolate the global norm.

Requirements

• 2+ Years experience in similar sales operations and/or customer logistics role in an office environment (non-retail)
• Highly organized and motivated to ensure customers, both internal and external, receive the products they need when they need them.
• Experience Using Excel (pivot tables, vlookups, etc.)
• Experience using ERP systems for order management
• Possess an exquisite eye for detail and take on opportunities with a sense of urgency and enthusiasm.
• Strong attention to detail
• Solution-oriented and proactive in communication with stakeholders across diverse teams and markets.
• Live either in New York City or in close proximity.

Responsibilities

• Monitor inbound and outbound customer EDI transactions (orders, ASNs, invoices, etc.) for accuracy and process any manual transactions as necessary through the EDI partner platform. Manual order entry for national account (B2B) customers not on EDI.
• Troubleshoot and resolve order and delivery issues, communicating regularly with Tony’s 3PL partners, customers, and relevant Sales managers regarding product availability, order confirmation, and shipment delays.
• Monitor customer chargebacks related to delivery compliance and shortage claims. Research and process these chargebacks, ensuring inventory accuracy and reconciliation. Gather documentation for disputing claims and work to minimize recurrence in coordination with the Sr Manager Commercial Operations, Logistics Network Manager, and accounts receivable specialist.
• Collaborate with the ecommerce sales director to set webshop inventory targets and monitor inventory levels for timely replenishment, escalating supply issues to the planning & operations team.
• Monitor the flow of webshop orders to ensure system functionality and timely customer order fulfillment, escalating issues to appropriate internal (e.g., IT) or external (3PL) parties.
• Support the Chocofancare team with webshop order and delivery issues, escalating recurring problems to the 3PL and internal partners to resolve issues and improve processes.
• Handle the administration of inbound shipments from Europe to the US, including entry of transfer orders, coordination with 3PLs, receipt reconciliation, and troubleshooting discrepancies with internal and external parties.
• Provide additional operational support as needed, including sample and promo order management, pricing maintenance, and account setup administration.

Benefits

• A unique opportunity to work with a purpose-driven brand shaking up the chocolate industry.
• A creative and collaborative work environment where your ideas matter.
• The chance to make a tangible impact on Tony’s community and mission.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed