Customer Operations Specialist (Specialty & Alternative Channels)

The Customer Operations Specialist (Specialty & Alternative Channels) is responsible for end-to-end execution of customer order management for specialty, convenience, and foodservice accounts (e.g., Coremark, Nassau, Starbucks, and other convenience channels).This role ensures accurate and timely processing of purchase orders, proactive communication on order risks (cuts, delays, push-outs), and best-in-class service levels across all retail partners.This role sits at the center of Operations, Supply Chain, and Sales, ensuring our client delivers against retailer expectations while protecting fill rate, compliance, and customer relationships.Estimated Salary: The salary for this position has not been finalized yet. Please indicate your expected salary based on your experience in the application form, and we will consider it in our discussions.Key Responsibilities:Purchase Order ManagementOwn the full lifecycle of retail purchase orders from receipt through fulfillmentReview, validate, and enter POs into internal systems (EDI/manual)Confirm order quantities, pricing, ship windows, and routing requirementsEnsure alignment with inventory availability and production schedulesOrder Risk & Exception ManagementProactively identify risks to fill rate, including inventory shortages or production delaysCommunicate cuts, delays, and push-outs to customers in a timely and professional mannerPartner with Supply Chain and Planning to mitigate risks and improve outcomesTrack and manage all open order issues through resolutionCustomer CommunicationServe as primary point of contact for assigned Mass accounts (Target, Walmart)Respond to all customer inquiries within defined SLA (same-day response expected)Maintain clear, concise, and professional communication at all timesProvide proactive updates on order status, delays, and issue resolutionExecution & ComplianceEnsure all orders meet retailer compliance requirements (routing, labeling, ASN accuracy)Monitor and reduce chargebacks tied to execution errorsMaintain accurate records of order status, changes, and communicationsSupport continuous improvement of customer service processes and reportingRequirements3+ years’ experience in customer service, order management, or supply chain (CPG preferred)Direct experience with Target and/or Walmart highly preferredStrong understanding of EDI, retail compliance, and routing requirementsExceptional written and verbal English communication skillsHighly organized with strong attention to detailAbility to manage multiple priorities in a fast-paced environmentWhat Success Looks LikeOrders are executed accurately and on timeCustomers are informed of issues before they escalateCommunication is proactive, not reactiveInternal teams trust this role to “own the order” end-to-endBenefitsFood AllowanceGovernment Benefits13th Month payWork EquipmentNight Differential if applicable (10% of hourly rate)20 Leaves (after 6 months)Holiday pay (200% on Regular holidays; 130% on Special holidays)Overtime pay (max of 10.25 hrs/day)Referral bonus (P10,000 if referral passed and stayed with the company for 3 months)HMO (after 6 months)#li-remoteOriginally posted on Himalayas