Customer Operations Specialist – Specialty & Alternative Channels

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take ownership of the entire lifecycle of retail purchase orders from receipt through to fulfillment.

• Review, validate, and input POs into internal systems, whether EDI or manual.

• Confirm order quantities, pricing, shipping windows, and routing requirements.

• Ensure consistency with inventory availability and production schedules.

• Proactively identify risks that may affect fill rates, such as inventory shortages or production delays.

• Communicate any cuts, delays, and push-outs to customers promptly and professionally.

• Collaborate with Supply Chain and Planning teams to mitigate risks and enhance outcomes.

• Track and manage all open order issues until resolved.

• Act as the primary point of contact for assigned Mass accounts (Target, Walmart).

• Address all customer inquiries within the defined service level agreement (same-day response expected).

• Maintain clear, concise, and professional communication at all times.

• Provide proactive updates regarding order status, delays, and resolution of issues.

• Ensure all orders comply with retailer requirements (routing, labeling, ASN accuracy).

• Monitor and minimize chargebacks related to execution errors.

• Keep accurate records of order status, modifications, and communications.

• Support the ongoing improvement of customer service processes and reporting.

⛳️ Requirements

• Over 3 years of experience in customer service, order management, or supply chain (CPG experience preferred).

• Direct experience with Target and/or Walmart is highly preferred.

• Strong understanding of EDI, retail compliance, and routing requirements.

• Exceptional written and verbal communication skills in English.

• Highly organized with a strong attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

🏝️ Benefits

• Food Allowance

• Government Benefits

• 13th Month pay

• Work Equipment

• Night Differential if applicable (10% of hourly rate)

• 20 Leaves (after 6 months)

• Holiday pay (200% on Regular holidays; 130% on Special holidays)

• Overtime pay (maximum of 10.25 hours/day)

• Referral bonus (P10,000 if referral is hired and stays with the company for 3 months)

• HMO (after 6 months)