Operations Coordinator US

Tony’s Chocolonely exists to make 100% Exploitation Free the norm in chocolate. Not only our chocolate, but all chocolate world-wide! Our main mission is to fight for equality and fairness – it inherently affects how we aspire to do business. We’re crazy about chocolate & serious about people.

We're looking for an Operations Coordinator to join our US Operations team. The primary goal of the Operations Coordinator is to provide rock solid customer operations support, resulting in smooth order and delivery execution in order to accelerate our business growth in the US.

The Operations Coordinator works with both internal and external partners to help Tony’s achieve operational KPI’s and to ensure customers receive the product they need when they need it.

Are you ready to make an impact with us? Here's what you'll do:

• Monitor inbound and outbound customer EDI transactions (orders, ASNs, invoices, etc.) for accuracy and process any manual transactions as necessary through EDI partner platform. Manual order entry for national account (B2B) customers not on EDI.

• Troubleshoot and resolve order and delivery issues, working closely and communicating regularly with Tony’s 3PL partners, customers, and relevant Sales managers, as it relates to product availability, confirmation of orders, delays in shipments, etc. 

• Monitor customer chargebacks related to delivery compliance and shortage claims. Research and process these chargebacks as needed, paying close attention to inventory accuracy and reconciliation. Gather necessary documentation for disputing of claims and actively look for ways to minimize recurrence, together with the Sr Manager Commercial Operations and/or Logistics Network Manager. All of this is done in coordination with the accounts receivable specialist.  

• Work with the ecommerce sales director to set webshop inventory targets and monitor to ensure timely replenishment of inventory, escalating supply issues to the broader planning & operations team. 

• Monitor the flow of webshop orders to ensure all systems are functioning as expected and customers are receiving orders in a timely fashion, escalating issues to the appropriate internal (i.e. IT) or external (3PL) parties. 

• Support the Chocofancare team when it comes to webshop order & delivery issues, escalating recurring issues to the 3PL and internal partners as needed to resolve the problem and/or improve the process.  

• Work with international logistics team to handle administration of inbound shipments from Europe to the US; from entry of transfer orders, coordinating with the 3PLs, and reconciling receipts in system, to troubleshooting and resolving any discrepancies with the relevant internal and external parties. 

• Additional operational support as needed including sample and promo order management, pricing maintenance, account setup administration, etc.