Wholesale Customer Success & Operations Specialist

Kokopelli Capital; Denver (CO); Vor Ort; USD 60.000 - 70.000; Vollzeit

Benefits dieser Stelle

5 days in office

Medical, dental, vision

Flexible PTO

Parental & Maternity Leave

401K

Dog-friendly workplace

Zusammenfassung

Woof is a leading pet care brand seeking a Customer Operations Coordinator to support our wholesale B2B partners. You will manage inquiries, order details, and documentation, coordinating with warehouse and internal teams to keep operations moving smoothly.

The role emphasizes high-volume email management, accuracy, and proactive problem-solving in a fast-paced environment. 3+ years in customer-facing operations and experience with NetSuite or similar systems are valued.

Qualifikationen

• 3+ years of experience in customer operations, sales support, account coordination, customer service, order management, administrative support, or a similar role.
• Excellent written and verbal communication skills, with particular strength in professional email communication.
• Ability to manage a high-volume inbox quickly and accurately.
• Exceptional attention to detail and commitment to accuracy.
• Highly organized with the ability to manage numerous open requests, deadlines, and competing priorities.
• Strong follow-through and a demonstrated ability to take ownership of issues through resolution.
• Experience with Excel or Google Sheets and comfort learning new software and business systems.
• Experience with NetSuite, EDI platforms, or wholesale order management is a plus.
• Experience working in CPG, wholesale, retail, distribution, or a similar environment is a plus.
• Bilingual in English and Spanish is a plus.

Aufgaben

• Serve as the primary contact for day-to-day operational inquiries from Woof's wholesale B2B customers.
• Monitor and respond promptly to customer emails, maintaining a high standard for responsiveness, accuracy, and professionalism.
• Acknowledge purchase orders and communicate order status, out-of-stock items, availability issues, shipment updates, and other relevant information.
• Respond to requests from buyers and customer teams for invoices, packing slips, tracking information, shipment details, and other order-related documentation.
• Proactively follow up on outstanding questions and requests to ensure open items are resolved.
• Maintain clear and professional communication even when responding to urgent requests, order issues, or changing priorities.
• Escalate complex or high-impact issues when appropriate while maintaining ownership of follow-up through resolution.
• Review incoming wholesale purchase orders and customer documentation for accuracy and completeness.
• Review orders for customer-specific requirements, special instructions, or potential issues prior to fulfillment.
• Assist with order creation and updates in NetSuite when manual intervention is required.
• Coordinate directly with the warehouse team regarding special picking, packing, labeling, routing, and shipping requirements.
• React quickly to last-minute customer requests and coordinate order changes with the warehouse and other internal teams.
• Help resolve order discrepancies, shortages, shipping issues, and documentation requests.
• Maintain accurate and organized records of customer requests, order changes, and resolutions.
• Investigate customer chargebacks, deductions, shortages, and other claims.
• Gather supporting documentation including purchase orders, invoices, packing slips, bills of lading, proof of delivery, shipment records, and internal order information.
• Research discrepancies across NetSuite, EDI platforms, carrier records, customer portals, and other relevant systems.
• Work with internal teams to determine root causes and gather information needed to dispute invalid deductions.
• Maintain organized records of open deductions, supporting documentation, status, and resolution.
• Identify recurring deduction or compliance issues and elevate trends to help prevent future occurrences.
• Help ensure wholesale orders meet customer-specific shipping, labeling, and documentation requirements.
• Prepare and print case labels, packing slips, and other customer-specific documentation required for fulfillment.
• Review customer requirements and clearly communicate relevant instructions to the warehouse team.
• Maintain organized and up-to-date records of customer-specific requirements.
• Help identify and resolve recurring compliance issues.
• Maintain organized customer records, documentation, email correspondence, and operational information.
• Maintain customer-specific routing guides, compliance requirements, and internal reference materials.
• Utilize existing automation and bulk-upload tools to efficiently process orders and customer information.
• Perform quality checks on automated processes and identify exceptions requiring manual intervention.
• Support the broader Customer Operations team with reporting, documentation, data management, and other administrative needs.
• Identify opportunities to improve or simplify recurring administrative processes.

Kenntnisse

Customer operations

Email communication

Detail-oriented

Organization

Problem-solving

Excel/Google Sheets

NetSuite

EDI platforms

Bilingual (EN/ES)

Tools

NetSuite

EDI platforms

Jobbeschreibung

Woof is a leading pet care brand seeking a Customer Operations Coordinator to support our wholesale B2B partners. You will manage inquiries, order details, and documentation, coordinating with warehouse and internal teams to keep operations moving smoothly.

The role emphasizes high-volume email management, accuracy, and proactive problem-solving in a fast-paced environment. 3+ years in customer-facing operations and experience with NetSuite or similar systems are valued.