Logistics & Customer Experience Specialist: Walmart OTIF

Mainerafting; Maine; On-site; Full time

Job description

TruRootsCompany is a Boston-based natural & organic food and beverage platform companyoperatingin Chico, CA and Havre de Grace, MD. We manufacture organic Santa Cruz Organic and R.W. Knudsen fruit beverages along withTruRootsancient grains. We aim for authenticity by accurately& clearlydoing our part to make the world a better place through wholesome product offerings and sustainability efforts. Our mission is to cultivate brands you cannot live without, and our Vision is to Nourish families from Root to Fruit.

“NourishingRoots to Fruits”

Summary: We are seeking a detail oriented and experienced Logistics and Customer Service Specialist to join our growing Customer Service Team. Join a team where you have ownership in your role and an opportunity to make a positive impact on the process and our customers.

Logistics and Customer Service Specialist

The Logistics Customer Service Specialist/Representative is responsible for day -to-day execution of order shipments, acting as a liaison between customers, transportation management, carriers, warehouse and order management teams. Duties include planning and tracking shipments, resolving deliveries issues, and maintaining relationships with shippers and receivers. This role demands a strong customer service orientation, quick resolution of order-related issues, and the ability to analyze and interpret data to support decision making. The position plays a critical role in maintaining and strengthening relationships with customers and business partners by delivering exceptional service and communication.

Duties and Responsibilities

• Own order shipment execution for customers, ensuring on-time shipment and delivery
• Monitor orders, providing tracking updates and communication of delays, proactively identifying issues and implementing solutions to maintain customer satisfaction
• Work with CPU customers and carriers to improve and maintain on-time order pick ups
• Responsible for coordinating routing for weekly Walmart orders, with a focus on efficiency and OTIF. Ensuring schedule is maintained and shipments are delivered timely
• Partner with warehouse and transportation teams to ensure on-time shipments, pick-ups and delivery with a focus on internal KPI’s
• Serve as the primary point of contact for shipment-related inquiries, providing timely and professional responses
• Build strong relationships with customers and internal stakeholders to understand expectations and deliver solutions
  Research and validate deductions, claims, and chargebacks, participating in process improvement initiatives to minimize fines and discrepancies
• Maintain accurate records of customer information, expectations, and requirements

Required Experience and Skills

• 3+ years of experience in logistics and/or order management, customer service preferably in the consumer-packaged goods (CPG) industry
• Experience with Walmart order fulfillment, logistics, and compliance
• Understanding of freight, shipping, and supply chain processes
• Working knowledge of EDI; experience with SPS Commerce is a plus
• Proficiency in ERP systems, preferably NetSuite
• Strong customer service skills with a commitment to timely communication
• Effective troubleshooting and problem-solving abilities with a focus on root cause resolution
• Ability to identify and implement process improvements
• Excellent prioritization, time management, and organizational skills with a high sense of urgency
• Strong analytical skills for data management and reporting
• Professional verbal and written communication skills

Equal Employment Opportunity

TruRootsCompany provides equal employment opportunities (EEO) to all employees and applicants without regard to race, sex, color, religion, gender, sexual orientation or preference, gender identity or expression, national origin or ethnicity, age, marital status, pregnancy, genetic information, disability, or veteran status, in accordance with applicable federal, state, and local laws.