TruRoots Company is a Boston-based natural & organic food and beverage platform company operating in Chico, CA and Havre de Grace, MD. We manufacture organic Santa Cruz Organic and R.W. Knudsen fruit beverages along with TruRoots ancient grains. We aim for authenticity by accurately & clearly doing our part to make the world a better place through wholesome product offerings and sustainability efforts. Our mission is to cultivate brands you cannot live without, and our Vision is to Nourish families from Root to Fruit.

“Nourishing Roots to Fruits”

Summary: We are seeking a detail oriented and experienced Logistics and Customer Service Specialist to join our growing Customer Service Team. Join a team where you have ownership in your role and an opportunity to make a positive impact on the process and our customers.

Logistics and Customer Service Specialist

The Logistics Customer Service Specialist/Representative is responsible for day -to-day execution of order shipments, acting as a liaison between customers, transportation management, carriers, warehouse and order management teams. Duties include planning and tracking shipments, resolving deliveries issues, and maintaining relationships with shippers and receivers. This role demands a strong customer service orientation, quick resolution of order-related issues, and the ability to analyze and interpret data to support decision making. The position plays a critical role in maintaining and strengthening relationships with customers and business partners by delivering exceptional service and communication.

Duties and Responsibilities:

Own order shipment execution for customers, ensuring on-time shipment and delivery
Monitor orders, providing tracking updates and communication of delays, proactively identifying issues and implementing solutions to maintain customer satisfaction
Work with CPU customers and carriers to improve and maintain on-time order pick ups
Responsible for coordinating routing for weekly Walmart orders, with a focus on efficiency and OTIF. Ensuring schedule is maintained and shipments are delivered timely
Partner with warehouse and transportation teams to ensure on-time shipments, pick-ups and delivery with a focus on internal KPI’s
Serve as the primary point of contact for shipment-related inquiries, providing timely and professional responses
Build strong relationships with customers and internal stakeholders to understand expectations and deliver solutions
Research and validate deductions, claims, and chargebacks, participating in process improvement initiatives to minimize fines and discrepancies
Maintain accurate records of customer information, expectations, and requirements

Required Experience and Skills:

3+ years of experience in logistics and/or order management, customer service preferably in the consumer-packaged goods (CPG) industry
Experience with Walmart order fulfillment, logistics, and compliance
Understanding of freight, shipping, and supply chain processes
Working knowledge of EDI; experience with SPS Commerce is a plus
Proficiency in ERP systems, preferably NetSuite
Strong customer service skills with a commitment to timely communication
Effective troubleshooting and problem-solving abilities with a focus on root cause resolution
Ability to identify and implement process improvements
Excellent prioritization, time management, and organizational skills with a high sense of urgency
Strong analytical skills for data management and reporting
Professional verbal and written communication skills

Equal Employment Opportunity

TruRoots Company provides equal employment opportunities (EEO) to all employees and applicants without regard to race, sex, color, religion, gender, sexual orientation or preference, gender identity or expression, national origin or ethnicity, age, marital status, pregnancy, genetic information, disability, or veteran status, in accordance with applicable federal, state, and local laws.

TruRoots Company

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Logistics and Customer Service Specialist