Customer Service Specialist (Grocery) - Remote

Overview

The Customer Service Specialist (Grocery) is responsible for end-to-end execution of customer order management for key national accounts including Kehe and UNFI.

This role ensures accurate and timely processing of purchase orders, proactive communication on order risks (cuts, delays, push-outs), and best-in-class service levels across all retail partners.

This role sits at the center of Operations, Supply Chain, and Sales, ensuring our client delivers against retailer expectations while protecting fill rate, compliance, and customer relationships.

In Short

• Own the full lifecycle of retail purchase orders from receipt through fulfillment
• Review, validate, and enter POs into internal systems (EDI/manual)
• Confirm order quantities, pricing, ship windows, and routing requirements
• Ensure alignment with inventory availability and production schedules
• Proactively identify risks to fill rate, including inventory shortages or production delays
• Serve as primary point of contact for assigned Mass accounts (Target, Walmart)
• Respond to all customer inquiries within defined SLA (same-day response expected)
• Ensure all orders meet retailer compliance requirements (routing, labeling, ASN accuracy)
• Track and manage all open order issues through resolution
• Support continuous improvement of customer service processes and reporting

Requirements

• Proven experience in customer service or order management
• Strong communication skills
• Ability to manage multiple tasks and prioritize effectively
• Detail-oriented with strong organizational skills
• Experience with EDI and internal order management systems

Benefits

• Opportunity to work with key national accounts
• Professional development opportunities
• Collaborative work environment
• Potential for career advancement