Retail Customer Operations Lead – Order & Insights

Fermented Food Holdings (FFH); Madison (WI); On-site; USD 40,000 - 65,000; Full time

Benefits offered by this job

401(k) with company match

Health, dental, and vision insurance

Paid holidays and paid time off

Flexible Spending Accounts (FSA/HSA)

Job summary

Fermented Food Holdings (FFH) is hiring a Customer Operations Coordinator to own day-to-day management of retail orders. You will be a key link between retail partners, sales, warehouses, and operations to ensure accurate entry, on-time fulfillment, and clear communications.

This analytical, proactive role involves monitoring ordering activity, identifying trends, and resolving issues before they escalate. You will build dashboards and reports that drive sales and logistics decisions while

Qualifications

• Associate's or bachelor's degree in Business, Supply Chain & Operations, Logistics, Communications, or a related field.
• 1–2 years of experience in order management, customer operations, or fulfillment.
• Proficiency in Microsoft Office, with strong Excel skills (pivot tables, lookups, data organization).
• Ability to analyze data and translate findings into clear, actionable insights.
• Excellent verbal and written communication skills.
• Strong organizational skills, attention to detail, and data entry accuracy.
• Proactive, self-driven approach with ownership and accountability.
• Strong problem-solving skills and tact in challenging situations.
• Ability to work independently and collaboratively in a team.
• Must be legally authorized to work in the United States without sponsorship.

Responsibilities

• Process and manage retail customer orders via EDI, email, and portals with accurate NetSuite entry.
• Verify order details against lead time, minimums, and pallet requirements.
• Monitor EDI order flow and resolve transmission errors promptly.
• Process changes/cancellations and inform internal teams and warehouses.
• Coordinate with third-party warehouses, production, and logistics for timely delivery.
• Maintain accurate customer records and documentation in NetSuite.
• Analyze ordering data to identify trends and changes.
• Develop dashboards covering open orders, fill rates, and on-time delivery.
• Prepare reports to support sales and operations decisions.
• Share findings with stakeholders and propose improvements to order accuracy and customer experience.
• Identify potential issues before they impact service and drive root-cause solutions.
• Track open issues to resolution and keep stakeholders informed.
• Support onboarding, process improvements, and customer setup.
• Serve as primary contact for retail buyers on status, availability, and schedules.
• Respond to inquiries via Zendesk professionally and timely.
• Partner with sales to clarify order details and manage special requests.

Skills

Detail-oriented

Highly organized

Analytical thinker

Strong communicators

Proactive problem-solver

Adaptable

Team player

Ownership mindset

Independent worker

Customer service focus

Education

Associate's or bachelor's degree in Business, Supply Chain & Operations, Logistics, Communications, or related field

Tools

NetSuite

SPS Commerce / EDI

Excel

Job description

Fermented Food Holdings (FFH) is hiring a Customer Operations Coordinator to own day-to-day management of retail orders. You will be a key link between retail partners, sales, warehouses, and operations to ensure accurate entry, on-time fulfillment, and clear communications.

This analytical, proactive role involves monitoring ordering activity, identifying trends, and resolving issues before they escalate. You will build dashboards and reports that drive sales and logistics decisions while