Customer Operations Coordinator - Retail

Job Description

Job Description

Delicious Food That Improves Lives

At Fermented Food Holdings (FFH), we're passionate about harnessing the transformative power of food to enhance lives through high-quality, delicious fermented products. By making the unique benefits of these foods accessible, we're driving health and lifestyle improvements while transforming the future of food. We value talent, creativity, and authenticity, and we foster a diverse, inclusive workplace where everyone's contributions make us better. Join us to make a meaningful impact in a growing industry and help create a healthier, happier world, one bite at a time.

About the Role ( This is a fully on-site role and is not eligible for remote or hybrid work.)

Fermented Food Holdings is seeking a Customer Operations Coordinator to own the day-to-day management of our retail customer orders. Serving as the key link between our retail partners, sales team, warehouses, and operations, you will ensure every order is processed accurately, fulfilled on time, and communicated clearly.

Beyond order execution, this role is analytical and proactive. You will monitor retail ordering activity, uncover trends in ordering patterns, identify customer and order issues before they escalate, and recommend practical solutions. You will also build and maintain customer trackers and dashboards that give internal teams clear visibility into order performance. This position offers broad exposure to Supply Chain and Operations and a strong understanding of our internal systems and workflows.

What you Can Expect

This role offers a comprehensive view of the business, with visibility across sales, supply chain, and logistics. You will build analytical and problem-solving skills that directly impact our retail partners, with mentorship and opportunities for professional growth along the way.

Accountable For

• Process and manage retail customer orders received via EDI (SPS Commerce), email, and customer portals, ensuring accurate entry 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, resolving transmission errors or discrepancies in a timely manner
• Process order changes and cancellations at customer request and communicate updates to internal teams and warehouse partners to ensure proper fulfillment
• 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 that support sales and operations decision-making
• Share findings with internal stakeholders and recommend opportunities to improve order accuracy, efficiency, and customer experience
• Proactively identify potential customer and order issues, such as missed pickups, inventory shortages, pricing discrepancies, deductions, and compliance gaps, before they impact service
• Investigate root causes, develop solutions, and partner with cross-functional teams to resolve issues and prevent recurrence
• Track and follow up on open customer issues through resolution, keeping customers and internal teams informed throughout
• 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, in a timely and professional manner
• Partner with the sales team to clarify order details, manage special requests, and communicate customer requirements

Who Will Be Successful in This Role

• Detail-oriented and highly organized professionals who enjoy managing multiple priorities, ensuring order accuracy, and maintaining precise records in fast-paced environments.
• Analytical thinkers who can spot trends, identify potential issues before they escalate, and use data to provide actionable insights that improve customer service and operational performance.
• Strong communicators and relationship builders who can effectively collaborate with customers, sales teams, warehouses, logistics partners, and internal stakeholders to keep orders and projects moving smoothly.
• Proactive problem-solvers who take ownership of challenges, investigate root causes, and drive solutions while maintaining a positive customer experience.
• Adaptable, customer-focused team players who thrive in a dynamic environment, enjoy learning new systems and processes, and are committed to delivering excellent service while supporting continuous improvement initiatives.

Required Credentials

• 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 (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.

Preferred Qualifications

• 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 (e.g., Walmart Retail Link, UNFI, KeHE) and retailer compliance requirements
• Comfort working in a fast-paced, lean, and evolving environment
• Passion for our brands, consumers, and company mission

Benefits

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

This is a fully on-site role and is not eligible for remote or hybrid work.