Customer Operations Specialist

The Customer Operations Specialist owns the end-to-end order lifecycle — from order receipt through invoicing — with precision, urgency, and accountability. As an Operations Business Partner, this position serves as the central communication hub between Sales, Supply Chain, Warehouse, Logistics, and retail partners, ensuring every order flows accurately, on time, and in full while driving collaboration and alignment across teams.

The role requires strong communication, system proficiency, and problem-solving skills in a fast-paced, results-oriented environment. Specialists are expected to lead conversations, make informed decisions, and proactively resolve issues without reliance on others for direction.

The position initiates and manages correspondence related to specific customer needs to ensure customer satisfaction, including direct contact with customers to provide sales support, reporting, order status updates, product availability, and other account-specific inquiries.

• Execute all customer purchase order management activities from order receipt through invoicing with accuracy, speed, and compliance. This includes both automated purchase orders submitted via EDI transactions and manually processed orders received through email submission.
• Take full ownership of assigned customers and orders, ensuring proactive communication, timely follow-up, and clear documentation of all actions.
• Serve as the primary point of contact for customer and internal inquiries, leading conversations to resolution rather than escalating without action.
• Maintain up-to-date routing guides, compliance documentation, and customer requirements; actively review, interpret, and communicate updates or changes to all relevant internal teams. Specialists are expected to understand the content and impact of these documents.
• Maintain customer resources and requirements, including portal management, service level tracking, scorecards, and other customer-specific documentation to ensure accuracy, compliance, and consistent visibility across departments.
• Fully own chargeback management for assigned customers, including tracking, reporting, and analyzing all chargebacks and deductions. Examples include but are not limited to OTIF, compliance, data accuracy, documentation, and shipping- or labeling-related chargebacks.
• Identify root causes and take direct action — initiating disputes with customers, driving recovery efforts, and leveraging deduction and chargeback applications to prevent revenue loss.
• Track and analyze order and chargeback performance, communicate findings, lead root-cause reviews, and drive cross-functional accountability across internal departments.
• Collaborate with cross-functional teams — including Sales, Finance, Supply Chain, Warehouse, and Logistics — to support customer needs, resolve fulfillment issues, and drive business success. Proactively escalate and communicate critical issues to ensure visibility, alignment, and timely resolution that prevents customer or revenue impact.
• Partner closely with our third-party logistics (3PL) warehouse provider to ensure compliance with customer requirements and operational standards. Hold the 3PL accountable for performance, violations, and corrective actions by collaborating regularly to conduct root-cause analysis, request credits, and verify resolution of issues.
• When the root cause or credit is determined to be outside the 3PL’s responsibility, obtain all supporting documentation from the warehouse partner and work directly with the customer to dispute or resolve the issue.
• While the Logistics team owns the vendor relationship, Customer Operations owns the ongoing operational accountability — ensuring compliance, communication, and continuous improvement between Not Your Mother's and our warehouse partner.
• Validate orders and collaborate with Sales to resolve discrepancies prior to fulfillment.
• Utilize ERP and EDI systems (Business Central, True Commerce, and retail customer portals) to manage workflows and ensure accurate data across platforms. Analyze customer scorecards, supplier performance, and service level data to identify trends and provide…