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Logistics Customer Support Specialist

2 months ago

New York, New York, United States Momofuku Full time
Momofuku

Established by chef David Chang, Momofuku aims to redefine culinary norms - both in dining establishments and beyond. Our journey began in 2020 with the introduction of our Asian pantry essentials, designed to deliver restaurant-quality flavors to home chefs across the nation. Today, our dedicated team of over 30 professionals ensures our products are accessible from our own ecommerce platform to major grocery retailers.

The Logistics Customer Support Specialist will play a crucial role in assisting the Operations Team with daily retail order processing and management through Third-Party Logistics (3PL) systems. This position involves overseeing shipping operations, addressing customer inquiries regarding order modifications, and coordinating pickups with carriers, all while providing vital updates to facilitate the expansion of retail and ecommerce channels. A strong desire to enhance existing order management processes and excellent communication skills are essential for fostering cross-functional and vendor relationships.

Compensation Band: $30 - $35 per hour

Benefits:

At Momofuku, we pride ourselves on our dynamic and evolving menu, offering endless opportunities for creativity. We provide competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage, along with gym and commuter discounts, plus additional perks after specified waiting periods. We encourage personal and professional growth, offering numerous avenues for development.

Key Responsibilities:
  • Input sales orders into necessary systems and files.
  • Monitor due dates for all retail sales orders and Fulfillment by Amazon (FBA) orders with 3PL partners.
  • Manage inventory transfers across 3PLs and collaborate with Customer Service Management (CSM) for completion.
  • Work closely with the Retail Sales Team and Amazon Team to provide updates and order statuses.
  • Ensure each order entry is supplemented with necessary inventory transactions.
  • Coordinate with carriers to schedule pickups for timely deliveries (OTIF/KPI).
  • Enter special project orders in the 3PL platform and follow through with CSM on completion.
  • Assist with Electronic Data Interchange (EDI) and non-EDI order submissions and acknowledgments through Advanced Shipment Notices (ASNs).
  • Maintain ongoing customer relationship management across all relevant sales channels.
Required Qualifications:
  • 3 - 5 years of experience in customer service within the retail/wholesale sector.
  • Ability to meet OTIF metrics while balancing customer requirements, service costs, and strategic priorities.
  • A sense of urgency and strong communication skills to effectively articulate issues and work towards resolutions.
  • Experience managing high-pressure operational challenges, including stock shortages, appointment adjustments, late deliveries, and damage claims.
  • Capability to collaborate with diverse functional teams.
  • Excellent time management skills and the ability to prioritize multiple tasks.
  • Detail-oriented with strong organizational, communication, and analytical abilities.
  • Professional demeanor with courteous communication.
  • Proficient in MS Office Suite.
  • A collaborative team player with a low-ego, results-driven attitude.
Preferred Qualifications:
  • 3+ years of customer service experience specific to the retail channel.
  • Familiarity with EDI/SPS/API/Netsuite systems.
  • Proven ability to manage multiple shifting priorities while maintaining composure.
  • Demonstrated capacity to quickly learn systems and adapt to process changes.
  • In-depth understanding of Momofuku's logistics processes and the evolution of order fulfillment within the broader supply chain.
Physical Demands:
  • The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this role. While fulfilling job duties, the employee is regularly required to sit for extended periods and frequently use hands and fingers for computer tasks, writing, and phone communication.
The responsibilities of this position may evolve over time. Momofuku reserves the right to modify duties and responsibilities at its discretion. This job description is intended to provide a general overview of the work being performed and is not exhaustive.

Momofuku is committed to being an Equal Opportunity Employer, ensuring no discrimination based on race, color, creed, religion, gender (including gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, marital status, domestic violence, sexual violence or stalking victim status, ancestry, national origin, alienage or citizenship, age, disability, military or veteran status, genetic information or any other protected status.