Order Fulfillment Coordinator

1.1 The Order Fulfillment Coordinator is responsible for end-to-end operational ownership and coordination of McCall Farms’ order fulfillment process with customers and trading partners. This person coordinates activities between Sales, Customer Service, Logistics, Shipping, IT, and Finance to ensure accurate order processing and fulfillment. The individual is responsible for analyzing daily EDI orders and resolving any discrepancies, confirming order details with logistics to ensure efficient and cost-effective shipping, and supporting finance to eliminate or reduce fines and penalties.

• Work with various department heads, leads, supervisors, and clerks to ensure system processes are understood and followed.
• Verify, analyze and correct order information submitted through EDI (e.g., pricing discrepancies, shipping locations, minimum weight requirements; multi-stop deliveries for LTL orders).
• Ensure customer POs can be 100% fulfilled prior to order acknowledgement (product availability, lead time, delivery date).
• Prioritize EDI requests (new partners, new docs, changes) and maintain an EDI request ticket workflow.
• Maintain trading partner information (naming, versions, testing approach, cutover) and communicate requirements internally.
• Lead onboarding/change delivery stages: triage & scope, requirements packet, build coordination, end-to-end testing, certification, go-live, and stabilization.
• Run daily EDI exception management (rejections, acknowledgements, failed docs, missing master data) and drive root-cause resolution.
• Facilitate weekly EDI governance/steering cadence to prioritize work, unblock issues, and track commitments.
• Monitor EDI health via dashboards/queues: document counts by type, success/fail, acknowledgement tracking, and aging/stuck documents.
• Maintain SOPs, runbooks, and training for Customer Service/Operations on EDI processes and exception handling.
• Track KPIs (success rate by partner/doc type, MTTR, manual intervention %, on-time ASN rate, invoice match rate) and report trends.
• Manage vendor communications and deliverables with customer portals, ensuring clear requirements and timely execution.
• Assist in obtaining customer routing guides.
• Highlight requirements for delivery and chargeback penalties.
• Support chargeback/dispute evidence gathering and continuous improvement to reduce penalties and prevent recurrence.
• Assist in advising customers to spread out their orders and shipping volumes across the week.
• Advise customer pickup to set appointments at least 5 days in advance.
• Assist in determining product allocation with sales.
• Partner with IT on integration (connectivity, environments, monitoring/alerting, reliability) and escalate issues appropriately.

• 3+ years in order-to-cash, customer logistics, customer service/order management, or supply chain operations with EDI exposure.
• Practical EDI proficiency: understands common documents (850/855/856/810/880/940/875) and functional acknowledgements; can diagnose common failures.
• Strong process and project management skills (EDI onboardings/changes are mini-projects).
• Strong data skills (Excel required; basic SQL helpful); understands item/UOM/pack hierarchies and master data impacts.
• Vendor management skills (drives partner execution; does not simply forward emails).
• Excellent written and verbal communication; comfortable documenting requirements, SOPs, and compliance processes.
• Preferred:
  Food/CPG/retail vendor experience; GS1 familiarity; chargeback dispute workflow experience with big box/retail.

The successful candidate will be a take-charge, highly organized, and collaborative individual with a strong bias toward process discipline and customer compliance. This role works cross-functionally with Customer Service, Operations, Warehouse/DC, Finance, IT, and external partners and will be expected to operate effectively in a fast-paced environment. Because EDI supports time-sensitive operational processes (orders, ASNs, invoices), occasional off-hours support during cutovers, incidents, or peak periods may be required.