Job Description

About us

Cleveland Kitchen is an emerging, fast growing manufacturer of fermented foods based in Cleveland, Ohio. We have a strong and nimble team who believe in the power of naturally fermented foods. Our culture is focused around individuals with a strong work ethic, who are innovative and who exhibit creative problem solving skills. Our team maintains a good-spirited atmosphere throughout our production facility. We are seeking team members who are confident and strive to "stick around" until the job is completed. Individuals who are disciplined, organized, capable of working independently, able to take initiative and able to communicate well will fit in very well with our team & with our culture.

Our work environment includes:

Safe work environment On-the-job training Relaxed atmosphere Growth opportunities

Position Overview

The Senior Customer Supply Chain Coordinator plays a critical role in ensuring a seamless customer experience through accurate order management, proactive communication, and cross-functional collaboration. This role serves as the primary point of accountability for the Customer Service department--overseeing daily operations, supporting internal teams, and ensuring all customer interactions reflect the company's commitment to service excellence.

The ideal candidate will bring strong problem-solving ability, exceptional attention to detail, and a solutions-oriented mindset to drive performance and continuous improvement across the supply chain.

Responsibilities

1. Leadership & Department Ownership

Serve as the lead point of accountability for the overall performance of the Customer Service department. Oversee day-to-day operations, ensuring accuracy, timeliness, and professionalism in all activities. Supervise, coach, and support the East Vantage (EV) team, ensuring adherence to company standards. Identify gaps in process, training, or performance and implement proactive solutions. Maintain all departmental trackers, logs, and reports accurately and on schedule.

Success looks like:

A customer service function that operates independently, efficiently, and with minimal need for escalation.

2. Customer Communication & Relationship Management

Serve as the face of the company to customers and sales partners. Ensure all communication is timely, professional, and aligned with the company's brand voice. Lead efforts to troubleshoot and resolve order, logistics, and service-related issues. Drive proactive communication to anticipate and mitigate potential challenges.

Success looks like:

Customers view the team as a trusted, reliable, and value-adding partner.

3. Order Management & Accuracy

Oversee the full order lifecycle--from order entry through shipment--to ensure accuracy and timeliness. Verify and correct order details (OIDs, ASNs, EDI transactions, and documentation). Review and validate data prepared by the EV team. Track, report, and analyze order deviations, ensuring timely resolution and documentation.

Success looks like:

100% of orders are entered accurately and fulfilled on time with clear visibility to all stakeholders.

4. Cross-Functional Partnership

Collaborate with internal teams to ensure alignment and operational success:

Partner Department Focus Area

Shipping

Timely paperwork, communication, and readiness for pickup/delivery.

Planning

Accurate order dates and proactive communication of changes or
customer needs.

Finance/Accounting

Pricing, deductions, and reconciliation support through clear
documentation.

Sales

Maintain consistent communication and support customer-facing
initiatives.

Success looks like:

Partner teams express confidence in the accuracy, communication, and dependability of the Customer Service function.

5. Reporting, Analysis & Continuous Improvement

Maintain and report on order deviation and recovery metrics. Analyze data from ERP (Wherefour) and Excel to identify trends, risks, and opportunities. Develop and present actionable insights to inform decision-making. Track carrier and logistics performance, identifying improvement areas to drive on-time performance. Lead or participate in projects focused on improving process efficiency and documentation.

Success looks like:

You consistently use data to drive improvement and strengthen decision-making across the department.

6. Additional Department Functions

Prepare shipping paperwork and related materials (BOLs, temperature loggers, seals, placards, etc.). Support trade show and sample shipments. Manage customer inboxes to ensure timely and accurate responses. Support setup for new customers and new product items. Coordinate small parcel shipments via FedEx and monitor supply levels for shipping and sampling materials.

Requirements

Minimum 3 years of experience in Customer Service, Order Management, or Supply Chain Operations (food or CPG industry experience preferred). Proven ability to manage multiple priorities and collaborate across departments. Strong written and verbal communication skills (email, phone, and professional correspondence). Demonstrated problem-solving ability with a proactive, ownership-driven mindset. Strong attention to detail and ability to follow instructions while continuously improving processes.

Preferred Qualifications

? Bachelor's degree in Supply Chain, Business Administration, or a related field.
? Proficiency in Microsoft Excel (pivot tables, lookups, basic formulas).
? Experience with ERP and EDI systems (Wherefour, SPS Commerce, or similar).
? Data analysis or reporting experience.
? Previous leadership or team coordination experience.

Physical Demands and Work Environment:

While performing the duties of this job, the employee is regularly required to sit, stand; use hands & fingers to handle, type and/or feel; reach with hands and arms, kneel, crouch. The employee frequently is required to sit & use a computer. The employee may lift and/or move up to 25 lbs. The employee may work in the manufacturing area and come into contact with produce items, water, finished goods, smells, liquids, etc. The employee is required to comply with Food Safety & GMP policies.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee may be exposed to wet conditions, humid conditions and slippery floor which required company provided PPE & training. The noise level in the work environment is low/moderate and does NOT require hearing protection.

Job Type: Full-time

Pay: From $25.00 per hour

Expected hours: 40 - 48 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Referral program Vision insurance
Work Location: In person