Customer Operations Coordinator

Job Description

About Us:

Woof is the award-winning, innovative pet care brand on a mission to help dogs live happier, healthier lives through joyful play. Founded on the belief that the best products don't make you choose between what dogs need and what's good for them, we combine functional wellness, thoughtful design, and purpose-led play to strengthen dogs’ bodies, minds, and the bonds they share with the people they love.

We’ve been recognized with a number of awards for innovation in pet care across our product portfolio, including the Pupsicle (beloved by more than 3M+ pups and their people), Bite n’ Brush, and HonestChew.

Woof debuted at No. 1 in Consumer Products and No. 3 overall on the Inc. 5000 list of Fastest Growing Private Companies in America in 2025. For more information, visit mywoof.com and follow on social media: @mywoof.

The Opportunity:

Woof is looking for an experienced Customer Operations Coordinator to support our growing wholesale B2B business. This role serves as a key day-to-day point of contact for our wholesale partners and helps ensure customer orders, requests, documentation, and issues are handled quickly and accurately.

This is a highly responsive, administrative role that sits at the intersection of customer service, sales support, and operations. A large part of the role involves managing customer email communication, coordinating order-related requests, investigating deductions and chargebacks, and ensuring important details are communicated between our customers and internal warehouse and operations teams.

The ideal candidate has several years of experience in a customer-facing administrative or sales support role and is an excellent written communicator. They are extremely organized, highly detail-oriented, comfortable managing a busy inbox, and able to quickly shift priorities when urgent customer or fulfillment issues arise.

Responsibilities:

B2B Customer Support & Communication

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• Serve as a primary point of contact for day-to-day operational inquiries from Woof's wholesale B2B customers.
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• Monitor and respond promptly to customer emails, maintaining a high standard for responsiveness, accuracy, and professionalism.
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• Acknowledge purchase orders and communicate order status, out-of-stock items, availability issues, shipment updates, and other relevant information.
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• Respond to requests from buyers and customer teams for invoices, packing slips, tracking information, shipment details, and other order-related documentation.
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• Proactively follow up on outstanding questions and requests to ensure open items are resolved.
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• Maintain clear and professional communication even when responding to urgent requests, order issues, or changing priorities.
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• Escalate complex or high-impact issues when appropriate while maintaining ownership of follow-up through resolution.
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Order Administration & Internal Coordination

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• Review incoming wholesale purchase orders and customer documentation for accuracy and completeness.
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• Review orders for customer-specific requirements, special instructions, or potential issues prior to fulfillment.
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• Assist with order creation and updates in NetSuite when manual intervention is required.
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• Coordinate directly with the warehouse team regarding special picking, packing, labeling, routing, and shipping requirements.
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• React quickly to last-minute customer requests and coordinate order changes with the warehouse and other internal teams.
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• Help resolve order discrepancies, shortages, shipping issues, and documentation requests.
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• Maintain accurate and organized records of customer requests, order changes, and resolutions.
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Chargebacks & Deduction Investigations

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• Investigate customer chargebacks, deductions, shortages, and other claims.
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• Gather supporting documentation including purchase orders, invoices, packing slips, bills of lading, proof of delivery, shipment records, and internal order information.
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• Research discrepancies across NetSuite, EDI platforms, carrier records, customer portals, and other relevant systems.
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• Work with internal teams to determine root causes and gather information needed to dispute invalid deductions.
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• Maintain organized records of open deductions, supporting documentation, status, and resolution.
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• Identify recurring deduction or compliance issues and escalate trends to help prevent future occurrences.
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Vendor Compliance & Documentation

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• Help ensure wholesale orders meet customer-specific shipping, labeling, and documentation requirements.
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• Prepare and print case labels, packing slips, and other customer-specific documentation required for fulfillment.
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• Review customer requirements and clearly communicate relevant instructions to the warehouse team.
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• Maintain organized and up-to-date records of customer-specific requirements.
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• Help identify and resolve recurring compliance issues.
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Administrative & Process Support

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• Maintain organized customer records, documentation, email correspondence, and operational information.
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• Maintain customer-specific routing guides, compliance requirements, and internal reference materials.
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• Utilize existing automation and bulk-upload tools to efficiently process orders and customer information.
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• Perform quality checks on automated processes and identify exceptions requiring manual intervention.
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• Support the broader Customer Operations team with reporting, documentation, data management, and other administrative needs.
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• Identify opportunities to improve or simplify recurring administrative processes.
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Qualifications & Skills:

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• 3+ years of experience in customer operations, sales support, account coordination, customer service, order management, administrative support, or a similar role.
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• Excellent written and verbal communication skills, with particular strength in professional email communication.
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• Demonstrated ability to manage a high-volume inbox and respond to customer requests quickly and accurately.
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• Exceptional attention to detail and commitment to accuracy.
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• Highly organized with the ability to manage numerous open requests, deadlines, and competing priorities simultaneously.
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• Strong follow-through and a demonstrated ability to take ownership of issues through resolution.
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• Ability to quickly reprioritize and react to urgent customer or fulfillment needs.
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• Strong problem-solving skills and willingness to investigate discrepancies and determine root causes.
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• Proficiency with Excel or Google Sheets and comfort learning new software and business systems.
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• Experience with NetSuite, EDI platforms, retailer/vendor portals, or wholesale order management is a plus.
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• Experience working in CPG, wholesale, retail, distribution, or a similar environment is a plus.
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• Bilingual in English and Spanish is a plus.
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What Success Looks Like:

A successful Customer Operations Coordinator is someone our customers and internal teams can depend on to be responsive, accurate, and organized.

Customer inquiries are acknowledged quickly. Open requests don't get lost. Order changes and special requirements make it to the right people. Documentation is accurate and readily available. Chargebacks and deductions are thoroughly investigated. When an issue arises, this person takes ownership of it and follows it through to resolution.

The strongest person in this role will be able to manage a large number of small but important details while recognizing which issues require immediate attention and acting on them quickly.

Compensation & Benefits:

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• Annual compensation range: $60-70K
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• Collaborative work environment (5 days in office)
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• Medical, dental, vision, supplemental life, and pet insurance
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• Flexible PTO Policy
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• Paid Parental & Maternity Leave
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• Employer-sponsored 401K
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• Bring your dog to the workplace option!
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• Generous team discounts across Woof and TFD merchandise lines
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This position will remain open until November 24, 2026; however, the posting may be closed earlier if a successful candidate is identified.

Background Check

Woof may conduct background checks on applicants and employees where permitted by applicable law. Where required, Woof will provide appropriate disclosures and obtain authorization in accordance with the Fair Credit Reporting Act (FCRA) and applicable laws, including the Colorado Employment Opportunity Act.

Equal Employment Opportunity

Woof is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive, respectful, and productive work environment. Employment decisions at Woof are based on merit, qualifications, performance, and business needs without regard to race, color, religion, ancestry, sex, citizenship, national origin, marital, military and veteran status, age, disability, medical condition, genetic information, gender identity, gender expression, sexual orientation, family status, pregnancy, or any other characteristic protected by federal, state, or local law. Our commitment to equal opportunity applies to all aspects of employment.