Customer Care & Compliance Coordinator

The Customer Care and Compliance Coordinator is responsible for supporting and executing customer compliance programs, researching and resolving non‑trade deductions, and improving financial recovery from CPG retail partners. This role partners closely with Sales, Accounts Receivable, Logistics, Operations, and Customer Care to ensure adherence to customer requirements and prevent repeat deductions. In addition to compliance, the Coordinator supports customer care and logistics reporting, cost‑savings identification, and process documentation.

The role builds strong operational, analytical, and cross‑functional skills, with increasing opportunities to use AI tools to streamline manual tasks and enhance reporting accuracy.

• Support the full manual lifecycle of customer deductions and chargebacks, including tracking, research, dispute submission, and resolution.
• Reduce repeat non‑trade deductions by identifying root causes and coordinating corrective actions with Sales, AR, Logistics, Operations, and carriers.
• Maintain accurate documentation of disputes, recoveries, and savings for Finance and leadership visibility.
• Improve timeliness and accuracy of dispute handling, moving toward same‑cycle or real‑time resolution.
• Ensure adherence to customer routing guides, compliance requirements, and service expectations.

• Conduct weekly and monthly reporting for chargebacks, fines, shortages, OTIF, freight performance, and corrective actions.
• Maintain accuracy and consistency of all reporting within the current manual environment.
• Track and analyze key KPIs including on‑time delivery, shortages, freight cost, and accessorial charges.
• Standardize reporting outputs to ensure clarity, repeatability, and leadership usability.
• Partner with Finance to define reporting requirements and support future automation readiness.

• Identify cost‑savings opportunities across chargebacks, fines, pallet inefficiencies, freight costs, and customer care processes.
• Track and validate realized savings with supporting documentation.
• Provide insights and recommendations that improve service performance and reduce financial exposure.
• Support leadership updates with consistent savings reporting and operational visibility.

• Develop and maintain clear work instructions for deduction management, reporting, and compliance workflows.
• Define escalation paths and decision points for complex dispute scenarios.
• Maintain centralized documentation and update processes as they evolve.
• Build documentation that supports future transition from manual workflows to automated tools.

• Partner closely with Sales, Accounts Receivable, Logistics, Operations, and Customer Care to resolve issues and prevent repeat deductions.
• Support operational decision‑making with insights into service performance, cost drivers, and compliance trends.
• Participate in system enhancements involving SAP, CRM, or EDI that impact compliance or reporting.
• Use AI tools to automate recurring tasks, streamline reporting, and improve data accuracy as capabilities expand.
• Other duties as assigned or necessary.

• High school diploma or equivalent; additional training or coursework is a plus.
• 2–4 years of experience in deductions, chargebacks, compliance, customer service operations, AR, or supply chain.
• Strong investigative and analytical skills with the ability to interpret documentation and identify root causes.
• Experience with SAP, CRM, or order management systems; familiarity with retailer portals is a plus.
• Excellent communication and cross‑functional collaboration skills.
• Ability to manage multiple deadlines and exercise sound judgment.
• Interest in developing advanced Excel, reporting, and AI‑driven automation skills.
• A desire to build broad operational expertise across customer care, logistics, and cross‑functional coordination.

Kevin’s Natural Foods is proud to be an equal opportunity employer. We deeply believe that diverse backgrounds and experiences make better teams, and we seek to attract talent from all walks of life. The team at Kevin’s is smart, humble, and passionate and we value a work environment that fosters personal development and opportunities to move within our small, but quickly growing organization.

The Pay Range for this role is $27.00- $32.00/ hour + benefits.

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