Retail Customer Fulfillment Specialist

Position Overview

The Retail Customer Fulfillment Specialist supports the operational execution of the company’s growing retail private-label frozen breakfast and pizza business.

This role serves as a key link between Retail Sales, brokers, customers, supply chain, logistics, and order management to ensure accurate order processing, proactive communication, and strong On-Time, In-Full (OTIF) performance.

As the retail channel continues to expand, this position is being added at Headquarters in McDonald, Tennessee to provide increased support, redundancy, and operational continuity for our retail customers and sales team.

This role will work closely with the existing Retail Customer Service lead based in Maryland to cross-train, document processes, and dual-source critical retail customer knowledge to ensure long-term organizational stability and scalability.

Additionally, the role will play an important part in supporting the migration of retail sales activities into the NetSuite ERP platform as operations from the Waller, TX and Wilkes-Barre, PA facilities are integrated into a unified system.

Core Responsibilities

Customer and Broker Communication

• Serve as a primary point of contact for retail customer service inquiries, including customers, distributors, and broker partners.

• Respond to service inquiries related to orders, shipments, documentation, pricing alignment, and system updates.

• Maintain proactive communication with Retail Sales Team members and brokers regarding order status, shipment timing, and service-related updates.

• Support resolution of customer service issues in a timely and professional manner.

Order Management and Fulfillment Execution

• Review and monitor all retail purchase orders for accuracy, completeness, and compliance with customer requirements.

• Coordinate closely with Order Management, Supply Chain, and Logistics teams to ensure successful order fulfillment.

• Track orders through shipment and delivery, ensuring alignment with customer delivery expectations.

• Monitor retail customer portals and ordering systems for order changes, confirmations, and compliance updates.

• Identify risks to On-Time, In-Full (OTIF) performance and escalate issues to the appropriate internal teams.

Retail Documentation and Customer Setup Support

Assist with providing required documentation for retail customers, including:

• Vendor setup documentation

• Certificates of Insurance (COI)

• Product documentation and specification sheets

• Customer onboarding forms

• Customer-specific compliance documentation

• Additional administrative documentation as needed

NetSuite Integration Support

• Utilize internal ERP/CRM systems to enter orders, track fulfillment, and maintain accurate customer records.

• Support the transition and integration of retail order management activities into NetSuite.

• Assist with migrating retail-related operational processes currently managed through other systems at the Waller, Texas and Wilkes-Barre, Pennsylvania facilities.

• Help ensure data accuracy and consistency during the transition to a centralized ERP platform.

Knowledge Transfer and Operational Continuity

• Work closely with the existing Retail Customer Service team member(s) to capture institutional knowledge and operational processes.

• Assist in documenting key customer requirements, workflows, and service procedures.

• Provide cross-functional redundancy to ensure continuity of service and operational stability as the retail channel continues to grow.

Internal Collaboration

• Partner with the Retail Sales Team to support customer relationships and ensure expectations are met.

• Collaborate with Logistics and Supply Chain teams on shipping issues, inventory availability, and customer-specific requirements.

• Coordinate with Finance regarding pricing alignment, deductions, and credit requests when necessary.

• Work closely with the Order Management team to ensure accurate PO execution and On-Time, In-Full delivery.

Strategic Importance of the Role

This role strengthens the organization’s ability to support a rapidly growing retail channel by providing:

• Increased operational capacity

• Redundancy for critical retail customer knowledge

• Improved customer service responsiveness

• Support for the NetSuite ERP integration initiative

• Stronger execution of retail product launches and ongoing programs