Job Overview
Lunar Distribution is seeking a highly organized and detail-oriented Retailer Exclusive Coordinator to manage retailer exclusive orders from initial inquiry through fulfillment. This role serves as the primary point of contact for retailers purchasing exclusive comic book editions and works closely with Customer Service, Vendor Coordinators, Credit, and Warehouse Operations to ensure seamless ordering experience.
The ideal candidate is an excellent communicator with strong problem-solving skills, the ability to manage multiple deadlines, and a passion for providing exceptional customer service in a fast-paced environment.
Primary Responsibilities
Retailer Exclusive Customer Support
- Serve as the first point of contact for retailer inquiries regarding the retailer’s exclusive ordering process.
- Provide retailers with appropriate publisher contact information while following publisher communication preferences.
- Set up new retailer exclusive accounts and maintain communication with Vendor Coordinators throughout the onboarding process.
- Review customer payment history and account activity to evaluate credit risk for new retailer exclusive approvals.
- Assist retailers with ratio variant ordering requirements and qualification questions.
- Monitor retailer accounts for outstanding balances and proactively communicate payment requirements prior to Final Order Cutoff (FOC).
- Resolve order issues including quantity corrections, pricing updates, ratio variant discrepancies, and other account adjustments.
- Coordinate with Vendor Coordinators to accommodate special requests such as split shipments, address changes, and event-specific delivery schedules.
- Process shortage and damage claims in accordance with established Retailer Exclusive OSD procedures.
FOC Prepayment Management
- Track upcoming prepayment requirements using internal Google Sheets and communications from Vendor Coordinators.
- Prepare and send individualized prepayment notifications detailing payment amounts, due dates, exclusive titles, and payment instructions.
- Process and manage prepaid retailer exclusive orders prior to FOC.
- Allocate retailer exclusive inventory and create advance shipments for future release dates.
- Generate invoices for customers without automatic prepayment terms and communicate payment expectations.
- Process customer payments, monitor payment status, and notify retailers of declined transactions or outstanding invoices.
- Collaborate with Vendor Coordinators regarding payment updates, payment extensions, and retailer communications.
- Maintain accurate tracking documentation for prepaid exclusive orders and upcoming release schedules.
- Communicate advance shipment information to warehouse leadership to ensure proper fulfillment.
- Verify shipping addresses before release to account for any customer updates.
- Manually process OSD documentation for prepaid shipments that fall outside standard automated workflows.
- Monitor prepaid exclusive shipments through fulfillment to ensure successful delivery.
Cross-Department Collaboration
- Work closely with Vendor Coordinators, Warehouse Operations, Credit, and Customer Service teams to resolve retailer issues efficiently.
- Maintain accurate internal documentation, spreadsheets, and account records.
- Identify and communicate potential issues before they impact order fulfillment or release schedules.
- Ensure retailer exclusive orders are processed accurately while meeting all publisher deadlines.
Qualifications
Required
- Excellent customer service and communication skills.
- Strong organizational skills with exceptional attention to detail.
- Ability to manage multiple priorities and meet strict deadlines.
- Strong problem-solving and critical thinking abilities.
- Experience in handling confidential financial and customer information.
- Proficiency with Microsoft Office and Google Workspace (Sheets, Docs, Gmail).
- Ability to work independently while collaborating across multiple departments.
Preferred
- Previous customer service or account management experience.
- Experience with order management, invoicing, or distribution operations.
- Familiarity with comic book publishing, distribution, or specialty retail is a plus.
- Experience working with ERP or order management systems.
Key Attributes
- Customer-focused
- Detail-oriented
- Organized and dependable
- Effective communicator
- Team player
- Adaptable in a fast-paced environment
- Strong time management skills
- Comfortable following detailed operational procedures
Why Join Lunar Distribution?
As a Retailer Exclusive Coordinator, you'll play a critical role in helping comic book retailers successfully order and receive exclusive products while working closely with publishers and internal teams. This position offers a unique opportunity to combine customer service, operations, and project coordination within the comic book distribution industry.
Pay: $44,000.00 per year
Benefits:
- 401(k) 6% Match
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- It is the morning of Final Order Cutoff (FOC). A high-volume retailer hasn't sent their required prepayment, and the warehouse just flagged a major damage claim for another client. How do you prioritize these tasks and ensure both internal teams and the retailers stay informed?
Work Location: In person
