Customer Fulfillment Planner

Overview

UNDERSTANDING – The Customer Fulfillment Planner (CFP) executes end-to-end order processing, order tracking, on-time pick-up and delivery, receivables and shipping preparation with a daily accuracy focus. The role collaborates with warehouse staff, freight carriers, manufacturers, sales, suppliers, and other supply chain team members to meet or exceed customer expectations (including service level agreements). The CFP maintains a positive, forward-looking attitude and strives for World’s Best performance.

Supports all dimensions of Customer Fulfillment with emphasis on customer documents, inquiry processes, complaints handling and resolution, and overall customer satisfaction – products and services, claims management. Accountable for end-to-end process execution.

Recommends and improves process flows to deliver and exceed expectations. Drives toward the CSCMP-aligned goal of perfect customer order fulfillment metrics (99.85%), including the "Seven Rights of Fulfillment": the right product, in the right quantity, in the right condition, to the right place, at the right time, for the right customer, with the right documentation, and at the right cost. This represents the gold standard for supply chain performance from order placement to invoicing.

CORE VALUES – Our 5 core values guide how we work:
Own It;
Hustle and Refuse to Settle;
Love People;
Act for the Greater Good;
Find a way.

WORKING RELATIONSHIP – Communicates proactively with customers, empowering CFPs to spend up to $200 per customer, per incident, without manager approval, to resolve problems or create memorable experiences. This approach fosters trust, service recovery, and loyalty. Regularly communicates in a positive, initiative-taking manner and maintains strong cross-department relationships.

• Facilitates scheduling of orders and resolves issues (holds, shortages, etc.).
• Manages promise dates in ERP for revenue forecasting and updates consistently to reflect ship dates communicated to customers.
• Coordinates with planning, purchasing, finance, and warehouse to ensure orders ship by promise date.
• Notifies Sales and/or Customer of issues in meeting customer expectations.
• Coordinates post-booking order changes with Sales and Order Management (e.g., substitutions, address changes, additional delivery requirements, equipment, inside delivery).
• Daily review of ERP reports (Logistics: Item Fulfillmen ts Not Shipped DC Results; Primary Results) and review shipments not picked up or shipped, coordinating with Logistics and warehousing to execute on-time pickup.
• Conducts weekly customer outreach (script to be created) to discuss promotions and product availability, and to thank customers for their business.
• Investigates and manages customer claims for regional assignments.
• Builds operational relationships with freight carriers and participates in monthly performance reviews with customers and suppliers.
• Works with on-site dedicated truckload carriers to ensure on-time delivery and to minimize customer fines.
• Communicates customer-specific delivery requirements and tracks shipments from pickup through warehouse receipt to meet expectations.
• Executes sales and sample requests, and handles customer freight quoting.
• Notifies the accounting team of changes in customer financial health for investigation.
• Ensures orders are invoiced timely and accurately.
• Assists customers with physical inventory, packing list receipt issues, and RMAs; ensures replacements are shipped promptly.
• Maintains confidentiality of all customer and company information.
• Other duties as assigned.

• General knowledge of Microsoft Office (Word, Excel, PowerPoint).
• Experience in a fast-paced environment, preferably in a Customer Fulfillment role with nationwide specialty confectionery retailers or corporate accounts is a plus.
• Knowledgeable in Electronic Data Interchange (EDI) transactions and able to identify and resolve EDI issues within order management.
• Well-versed in ERP and warehouse/transportation management systems.
• Strong organizational skills with the ability to manage goals and tasks with varying due dates.
• Curious, critical thinkers with strong follow-through.
• Ability to prioritize and organize multiple tasks to maximize efficiency.
• Promotes a positive workplace culture, encourages creative thinking, and embraces the idea that the best idea wins.
• Concise verbal and written communication skills.
• Ability to communicate with the organization through department meetings and with other department leaders and executives.
• Must be able to speak, read, and write in English.

• High School Diploma or GED required.
• College degree in Logistics/Business or equivalent work experience preferred.