About the role
The Customer Operations Specialist (Mass Retail) 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 our client delivers against retailer expectations while protecting fill rate, compliance, and customer relationships.
Estimated Salary: The salary for this position has not been finalized yet. Please indicate your expected salary based on your experience in the application form, and we will consider it in our discussions.
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
Requirements
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
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 (max of 10.25 hrs/day)
Referral bonus (P10,000 if referral passed and stayed with the company for 3 months)
HMO (after 6 months)
#li-remote
Originally posted on Himalayas