SUMMARY: The Customer Service & Sales Operations Coordinator supports end-to-end customer service functions by managing complaint tracking, order processing, logistics coordination, and data management. The role is responsible for maintaining and reporting on customer complaints, coordinating sample collection and shipments, managing coupon resolutions, and ensuring accurate purchase order entry and updates. This position serves as a key point of contact for customers, addressing inquiries related to orders, shipping requirements, and FOB terms while resolving discrepancies and supporting escalations. Additionally, the coordinator oversees shared inboxes, maintains customer portals and product data in systems such as 1WorldSync, and manages sample inventory, packaging, and tracking. The role also includes oversight of shipping logistics through FedEx account management, spend tracking and reporting, and coordination with third-party vendors, all while fostering strong relationships with internal teams and external partners to ensure efficient operations and high customer satisfaction.
PROJECTS/RESPONSIBILITIES:
- Customer Complaint Tracker & Reporting
- Maintain and update tracker for all incoming complaints.
- Prepare and present complaint data at QA Monthly Management Meetings.
- Distribute weekly complaint summary emails to key stakeholders.
- Manage coupon requests and distribution related to complaint resolution.
- Sample Process Management
- Coordinate the gathering and documentation of product samples.
- Ensure accurate fulfillment of sample shipments.
- Oversee packaging, storage, and tracking of sample inventory.
- Logistics & Spend Management
- Manage FedEx account, including shipment processing and account maintenance.
- Track and report spend for Sales Team; prepare weekly spend overviews.
- Act as liaison with 3rd party vendors when available/needed.
- Customer Portal & Data Management
- Maintain and update customer-specific portals with required service data.
- Manage 1WorldSync product data, attributes, and product updates
- Order Management & Customer/Warehouse Support
- Manage customer purchase orders, ensuring accurate order entry and verification.
- Provide customer support for purchase order updates, changes, and clarifications.
- Maintain strong communication and working relationships with third-party warehouse partners, including handling escalations and issue resolution.
- Follow and understand proper Good Hygiene, Safe Work Practices, and Good Manufacturing Practices (GMP’s) to aide in providing a safe quality product.
- Complete training related to food and personal safety as required.
- Other responsibilities and duties as assigned.
SKILLS & QUALIFICATIONS:
· Strong project management and organizational skills in which attention to detail and the ability to prioritize and manage multiple tasks/projects on time is essential.
· Exceptional interpersonal skills and ability to navigate organizations to build relationships and garner support; ability to work collaboratively with cross-functional teams.
· Exceptional communication skills and situational adaptability; capable of clearly conveying Pretzilla standards.
· Ability to work independently and efficiently, exercise initiative, resourcefulness, and good judgement.
· Flexible and comfortable working under pressure in a fast-paced environment.
EDUCATION & EXPERIENCE:
Required
- (3) years of experience in a customer service role
- Previous experience working with distributors and freight brokers
- Proficient in the use of the Microsoft Office Suite of Products: Excel, PowerPoint, Word, Access, Outlook
- Preferred
- Previous experience with EAP/CRM systems, specifically Microsoft NAV
- Previous experience in CPG industry
- Bilingual: English and Spanish
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Vision insurance
Work Location: In person
