Customer Care Coordinator

The Customer Care Coordinator acts as the owner of the end-to-end order execution process (Order-to-Cash) for assigned customer accounts in the U.S., ensuring alignment between commercial demand, inventory availability, and operational capacity. The role leads the execution of outbound distribution, supervising a team of analysts and ensuring deliveries are completed on time, in full, and in compliance with cold chain and regulatory requirements. This position serves as the central integration point between Sales, Inbound Logistics, warehouses, carriers, and Finance, ensuring visibility and synchronization of orders, inventory, and shipments. It holds direct accountability for customer operational performance, including OTIF, backlog management, and mitigation of execution risks such as delays, capacity constraints, cold chain failures, and documentation issues. In addition, the Customer Care Coordinator leads the resolution of operational bottlenecks (e.g., PGI delays, invoicing blockers, backlog), structures workflows, and enforces operational discipline across customer accounts. The role also monitors and manages extra operational costs related to logistics execution (such as re-deliveries, additional storage, re-routing, and operational inefficiencies), ensuring control of cost-to-serve at the customer level. This position requires strong analytical and decision‑making capabilities, with the ability to balance service levels, cost, and operational constraints in a fast-paced and highly regulated environment. Key responsibilities Lead and develop a team of Customer Account & Logistics Analysts, providing clear direction, coaching, and performance management to ensure high-quality execution and accountability. Own the end-to-end order execution process (Order-to-Cash) for assigned customer accounts, ensuring alignment between commercial demand, inventory availability, and operational capacity. Drive outbound distribution performance, ensuring on-time, in-full deliveries (OTIF) through effective planning, prioritization, and execution of shipments. Coordinate closely with Inbound Logistics, warehouses, and transportation providers to align inventory availability, operational constraints, and delivery commitments. Act as the primary point of accountability for customer logistics performance, managing backlog, identifying execution risks, and leading corrective actions across internal teams and external partners. Lead the resolution of operational bottlenecks, including order backlog, PGI delays, and invoicing blockers, ensuring smooth and timely order flow. Oversee shipment tracking, exception management, and proactive communication, ensuring accurate and timely updates to customers and internal stakeholders. Monitor and challenge warehouse and carrier performance, addressing recurring issues and driving continuous improvement with logistics partners. Manage and control extra operational costs related to execution (e.g., re-deliveries, additional storage, re-routing, operational inefficiencies), ensuring cost-to-serve discipline at the customer level. Develop and maintain operational dashboards and KPIs (OTIF, backlog, fill rate, claims, cost-to-serve), providing actionable insights to support decision‑making and performance management. Identify process gaps and drive standardization through SOPs, workflow optimization, and automation initiatives. Collaborate cross-functionally with Sales, Customer Service, Quality, Finance, and Inbound Logistics to align service levels, lead times, order prioritization, and communication standards. Support budget and forecast processes by providing visibility into customer demand, operational trends, and logistics cost drivers. Foster a culture of accountability, continuous improvement, and customer‑centric execution within the team. Qualifications Education: Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, International Trade, Engineering, Economics, or related field required. Experience: 4-5+ years of experience in logistics, supply chain, or customer operations, ideally within the food or protein industry (beef, poultry, pork, or similar). Strong expertise in order management and transportation coordination, preferably involving refrigerated and frozen products. Proven experience supervising or leading teams and structuring processes in a logistics or operations environment. Experience working with carriers, 3PLs, and cold storage facilities, including resolving service issues and accessorial disputes. Demonstrated experience using KPIs and operational reports to manage performance and drive decision‑making. Skills: Advanced proficiency with Office tools (especially Excel) and familiarity with TMS/WMS, ERP, and reporting/BI tools. Strong leadership, team management, and stakeholder management skills. Highly analytical, data‑driven, and comfortable making decisions based on KPIs and financial impact. Strong organization, time management, and results orientation; able to manage multiple priorities under pressure. Excellent communication and interpersonal skills, with a strong client‑focus and service mindset. High level of proactivity, flexibility, and adaptability to changing volumes, regulations, and business needs. Skilled in negotiation, conflict management, and escalation handling with partners and internal teams. #J-18808-Ljbffr Minerva Foods