Remote Customer Service Specialist in Grocery Sector

Key Responsibilities:Purchase Order Management: Oversee the entire lifecycle of retail purchase orders from receipt to fulfillment. Review, validate, and enter POs into our internal systems (both EDI and manual). Confirm order quantities, pricing, shipping windows, and routing requirements, ensuring synchronization with inventory availability and production schedules. Order Risk & Exception Management: Proactively identify risks to fill rates, including inventory shortages or production delays. Communicate any cuts, delays, and push-outs to customers in a timely and professional manner. Collaborate with Supply Chain and Planning teams to mitigate risks and enhance outcomes. Track and manage all open order issues until resolution. Customer Communication: Act as the primary point of contact for assigned mass accounts (e.g., Target, Walmart). Ensure responses to customer inquiries are delivered within defined service level agreements (SLAs), with same-day responses expected. Maintain clear, concise, and professional communication at all times, providing proactive updates on order status, delays, and resolutions. Execution & Compliance: Ensure all orders meet retailer compliance standards (routing, labeling, ASN accuracy). Monitor and reduce chargebacks associated with execution errors. Maintain accurate records of order status, changes, and communications. Support the continuous improvement of customer service processes and reporting. Requirements:Minimum of 3 years of experience in customer service, order management, or supply chain (experience with Consumer Packaged Goods is preferred). Direct experience working with Target and/or Walmart is highly preferred. Strong understanding of EDI, retail compliance, and routing requirements. Exceptional written and verbal communication skills in English. Highly organized with a keen attention to detail. Ability to manage multiple priorities in a fast-paced environment.