Customer Operations Specialist, Bloxsnacks

About the Company:

BloxSnacks is a rapidly growing CPG snack business that is taking the industry by storm. With our products currently sold nationwide in Walmart and launching into several other retail locations, we are in need of a Customer Operations Specialist to join our team and help us take our business to the next level.

This is a unique opportunity for you to come in at the ground floor and lead the customer operations function of a Creator-led business. We are proud to be in partnership with two of the world's top YouTube Creators, and with our innovative approach to snack foods this role will help support and guide our growing customer base.

:

The Customer Operations Specialist will lead the logistics activities for order fulfillment to meet/exceed customer service level requirements. They will be responsible for the accurate and timely processing of sales orders throughout the organization and documentation of product flow for all serviced divisions. To support On-Time and In-Full orders, they will monitor product availability and coordinate with the operations team to ensure optimal stock levels are met and manage inventory accuracy through regular inventory reconciliations. This role ensures continuous improvement through proactive leadership and is responsible for running a cost-effective operation staying within budgetary guidelines. This role will be remote and reporting to the VP of Operations.

Main Responsibilities:

Customer Support: Serve as the main point of contact for customer inquiries, order processing, and issue resolution. Provide timely and accurate responses to customer inquiries that relate to order revisions, informing of stock levels, expected future shorts and recovery dates. Identify discrepancies when delivering to customers (over shipments, shorts, mis-shipments) and investigate with 3PL partners to resolve discrepancies. Establish and maintain strong relationships with customers, acting as a trusted advisor and resource for their needs. Proactively identify opportunities to enhance customer satisfaction and provide feedback to relevant teams to improve processes.

Order Management: Process incoming customer POs into ERP system and ensure all POs are consistent with contractual terms of each customer account (SKUs, pricing, layer quantity, minimum orders and lead time). Manage the sales orders received through EDI/email on both ERP and WMS systems. Monitor product shipments through WMS, Retail Link (Customer Portal) and BOL/SO validation to ensure that all orders are delivered to a 95% to 98% On Time and 99% In Full. Ensure adequate inventory availability at all warehouses to support incoming customer orders. Coordinate the allocation of inventory and adjust orders when stock levels are not sufficient to fulfill.

3PL (Warehouse) and Inventory Management: Monitor inventory on a daily basis through tracking inbounds, outbounds, adjustments (lost or damaged cases, product on hold) and repacks. Report into management on shortages of inventory to ensure resolution can be met to align on the company’s costs whilst meeting the customers’ requirements.

Work with the warehouses if an order needs to be adjusted or cut. If a mis-shipment, overage or shortage takes place, investigate with the warehouse on making sure inventory numbers are correct and adjust accordingly. Verify inventory is accurate through a reconciliation process and monitor slow moving and obsolete inventory to ensure adequate stock levels are met.

Qualifications, Skills, Knowledge & Experience:

• Experience with Walmart Retail Link a plus
• Excellent problem-solving and decision-making skills
• A team player by nature
• Strong organizational skills, extremely accurate, detailed, and process-orientated
• Understands the dynamics of an entrepreneurial high-growth business and effectively manage relationships
• Bachelor's degree in business administration, operations management, or a related field preferred
• 3+ years of experience in Customer Operations/Accounts (food/beverage industry preferred)
• Must be able to work under pressure with tight deadlines
• Experience in or willingness to learn QuickBooks with EDI integration
• Performs a variety of concurrent tasks and thrives in entrepreneurial environments