Customer Operations Specialist II; Hybrid

Job Overview

The Customer Ops Specialist II focuses on retaining and servicing the larger accounts while maintaining data accuracy across business systems. This position is responsible for ensuring both data accuracy and customer satisfaction within the account portfolio, including item maintenance, promotions, new items, tracking, reporting, and data execution.

The Customer Ops Specialist II executes and prioritizes sales and customer needs while collaborating with Account Managers, Analysts, Procurement, Supplier Relationship, and Operations teams to deliver optimal customer experience.

Hybrid role - 2-3 days a week at an office location in Williamsville, NY.

Account Support

• Assist Account Managers by handling daily administrative tasks, maintaining files and documentation, and tracking account activities and reports.
• Assist with the setup and tracking of promotions, new product launches, and special programs, ensuring data accuracy and timely execution.
• Partner with internal teams, including Procurement, Operations, Supplier Relations, and Marketing, to support business initiatives and optimize customer experience.
• Prioritize workload, deadlines, and requests, ensuring timely completion of submissions and deliverables into Salesforce.
• Support issue resolution and concerns by coordinating with Procurement, Operations, and Supplier teams as needed.

Sales Data Mining & Reporting

• Collaborate with Sales Analysts to compile, validate, and account data; prepare reports and dashboards to support strategic decision‑making.
• Identify gaps in account management processes, recommend workflow improvements, and help implement solutions to increase efficiency and accuracy.
• Track key account metrics and assist in monitoring progress toward sales goals, providing insights and recommendations to the Account Manager and Analyst.

Performs other duties as assigned.

Education/ Certifications

• Associate’s or Bachelor’s degree in Business Administration, Marketing, Sales, or a related field preferred.

Experience

• Minimum of 5 years retail and/or supply chain experience with solid understanding of sales, operations and systems.
• Prior experience in a customer-facing or support role, handling inquiries, resolving issues, and communicating with internal teams.
• Exposure to sales reporting, basic analytics, or supporting data-driven decision-making is highly valuable.

Knowledge/Skills/Abilities

• Proficiency in Microsoft Office Suite.
• Excellent communication and interpersonal skills.
• Provide proactive support to ensure customer satisfaction and account success.
• High attention to detail and accuracy in data work.
• Effective teamwork with cross‑functional teams.
• Proficiency in maintaining reports, dashboards, and account trackers.
• Deep understanding of UNFI teams, systems, and key processes to resolve issues.
• Consistently manage workload, prioritize responsibilities, and complete assignments within established deadlines.
• Problem‑solving mindset with the ability to resolve issues and data inconsistencies.

Remote Role

• This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Travel (minor)

• This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons.

Physical Environment/Demands

• Most work is performed in a temperature-controlled office environment.
• Incumbent may sit for long periods of time at a desk or computer terminal.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.
• Stooping, bending, twisting, and reaching may be required…