Customer Operations Specialist

Location: remote west coast USA preferred (pacific time zone)
Reports To: Customer Service Manager 

Liquid Death is a better for you beverage company that will murder your thirst with a wide range of low calorie beverages from water to iced tea to energy drinks. Our goal is to be the funniest beverage brand on earth and to make health and sustainability 50 times more fun.

About the Role

The Customer Operations Specialist is responsible for managing customer orders from receipt through delivery for major retail and wholesale accounts, including large national retailers and mass and club retailers. The role serves as a key connection between customers, Sales, Supply Chain, Warehousing, Transportation, Finance, and external logistics partners.

This role will partner cross-functionally with Planning, Distribution, Warehouse, Transportation, Finance, and Sales to manage order fulfillment, communicate inventory and service risks, resolve issues, and ensure timely, accurate delivery to customers.  Also it will ensure that orders are entered accurately, inventory is allocated appropriately, shipments meet customer routing and compliance requirements, and order-related issues are resolved promptly. This role will provide a high level of customer service while supporting order fulfillment, on-time delivery, retailer compliance, and company revenue objectives while supporting continuous improvement activities with the team. 

Key Responsibilities: 

Order Management and Fulfillment

• Manage the end-to-end order fulfillment process by reviewing orders for accuracy across pricing, items, quantities, delivery requirements, and promotional terms. Partner with Planning, Supply Chain, and Warehouse teams to confirm inventory and allocate product, proactively resolving shortages, production delays, transportation constraints, and other fulfillment risks. Coordinate order changes, cancellations, substitutions, backorders, and expedited shipments while ensuring orders are released in alignment with customer delivery windows and internal shipping schedules. 
• Receive and process orders through EDI, customer portals, email, or the company's ERP system (i.e. Netsuite) 

Retailer Compliance

• Maintain knowledge of customer-specific order, packaging, labeling, routing, and documentation requirements to ensure compliance with retailer vendor guidelines.
• Partner with internal teams and logistics providers to proactively prevent fulfillment and dispute issues, chargebacks, and deductions, while investigating retailer claims and maintaining documentation to support dispute resolution and recovery. 

Customer Service and Account Support

• Serve as the primary operational contact for assigned retail and wholesale customers, providing timely support on orders, inventory, shipping, delivery, and claims. 
• Build strong customer relationships and partner with Sales and Account Management to daily sales activities, support promotions, product launches, seasonal programs, and key account initiatives. 

Qualifications Requirements: 

• 2+ years of relatable experience in order fulfillment/ management, sales administration, or supply chain logistics operations in the consumer packaged goods industry
• Beverage company experience supporting major retailers, distributors, grocery chains, club stores, or mass merchants preferred
• Experience with EDI transactions, including purchase orders, acknowledgments, advance shipment notices, and invoices required  
• Experience working with third-party warehouses, carriers, and logistics providers required, specifically SPS Commerce, Celigo, and B2B-gateway preferred
• Experience processing customer purchase orders in an ERP or order-management system, Netsuite strongly preferred 
• Strong attention to detail and ability to manage a high volume of transactions
• Strong written and verbal communication skills
• Ability to prioritize competing deadlines and resolve issues in a fast-paced environment
• Previous experience with Google Workspace and Microsoft Office Suite (mainly Excel at a basic level) as well as Slack 

The typical salary range for this position is: $27.50 - $30.00 per hour 

This pay range reflects an estimate of the anticipated compensation for this role and does not include potential bonuses, equity, or benefits. The actual salary offer will take into account multiple factors including skills, experience, education, location, and applicable federal, state, and local wage and hour laws. Where state or local minimum salary requirements exceed the posted range, the Company will adjust compensation accordingly.

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