Customer Service Specialist – Mass Hybrid Position

El Salvador
Full Time
Experienced
The Customer Service Specialist – Mass is responsible for end-to-end execution of customer order management for key national accounts including Target and Walmart. 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 we deliver against retailer expectations while protecting fill rate, compliance, and customer relationships.
Key Responsibilities
Purchase Order Management
  • 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
Order Risk & Exception Management
  • Proactively identify risks to fill rate, including inventory shortages or production delays
  • Communicate cuts, delays, and push-outs to customers in a timely and professional manner
  • Partner with Supply Chain and Planning to mitigate risks and improve outcomes
  • Track and manage all open order issues through resolution
Customer Communication
  • Serve as primary point of contact for assigned Mass accounts (Target, Walmart)
  • Respond to all customer inquiries within defined SLA (same-day response expected)
  • Maintain clear, concise, and professional communication at all times
  • Provide proactive updates on order status, delays, and issue resolution
Execution & Compliance
  • Ensure all orders meet retailer compliance requirements (routing, labeling, ASN accuracy)
  • Monitor and reduce chargebacks tied to execution errors
  • Maintain accurate records of order status, changes, and communications
  • Support continuous improvement of customer service processes and reporting
Qualifications
  • 3+ years’ experience in customer service, order management, or supply chain (CPG preferred)
  • Direct experience with Target and/or Walmart highly preferred
  • Strong understanding of EDI, retail compliance, and routing requirements
  • Exceptional written and verbal English communication skills
  • Highly organized with strong attention to detail
  • Ability to manage multiple priorities in a fast-paced environment
What Success Looks Like
  • Orders are executed accurately and on time
  • Customers are informed of issues before they escalate
  • Communication is proactive, not reactive
  • Internal teams trust this role to “own the order” end-to-end

This is a 44 hr position
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