Customer Success & Operations Coordinator

Job Title: Customer Success & Operations Coordinator

Reports To: Operations Manager/Program Manager

Location: LIC, NY

About Kommissary:
Kommissary is a social enterprise on a mission to spread joy through food. We deliver high volumes of diverse, high-quality meals to New Yorkers. As a proud minority-owned business, we value diversity, equity, and inclusion and foster a collaborative workplace.

About the Role:
We’re looking for a highly organized, solutions-oriented Customer Success & Operations Coordinator to take on a role that blends client-facing service, logistics coordination, and process improvement. If you're someone who thrives in fast-paced environments, feels a deep sense of ownership, and wants to be part of building better systems as we grow — we want to hear from you.

The Customer Support & Operations Coordinator supports daily operations for meal delivery programs. This role is responsible for client communication, data accuracy, NO ANSWER (NOA) case tracking, and timely completion of daily and weekly operational reports. The position plays a critical role in maintaining service continuity, data integrity, and cross-team communication.T his role is perfect for someone who enjoys variety, cares about doing things right, and wants to help build smarter, more efficient systems — especially in a business that’s scaling fast.

What You’ll Do:

• Serve as the primary contact for customers, responding to requests about delivery schedules, missing items, special orders, and more — always with professionalism and follow-through.
• Coordinate closely with clients and internal teams to ensure timely and accurate fulfillment.
• Work directly with the warehouse and logistics team to manage daily routing, prioritize orders, and maintain operational flow.
• Monitor inventory levels, expiration dates, and product accuracy.
• Use tools like Google Sheets and Excel to manage data, track tasks, and build simple tools and trackers when needed.
• Maintain a sense of urgency and speed when handling time-sensitive issues, and see tasks through to completion — no loose ends.
• Be a communication bridge across departments — from fulfillment and warehouse to sales and finance.
• Jump in where needed — we’re growing, and your flexibility and initiative are invaluable.

1. Customer Support & Communication

• Monitor and respond to inbound emails from clients, and internal teams
• Handle inbound phone calls related to meal delivery, NO ANSWER (NOA) cases, and client inquiries
• Communicate client updates, issues, and changes clearly to internal operations teams
• Maintain professional and accurate documentation of all client interactions

2. Client Data & Tracker Management

• Review delivery activity in Onfleet and update internal trackers accordingly
• Enter and maintain accurate client records in the NOA Tracker and Daily Sheet
• Track NO ANSWER (NOA) cases and ensure appropriate documentation and follow-up
• Ensure daily client status and delivery notes are complete and accurate

3. Reporting & Documentation

• Prepare and submit:
• Client End of Day (EOD) Reports
• Client End of Week (EOW) Reports
• Individual EOD Work Reports

Update the Daily Sheet based on the Customer Support Tracker

4. Operational Support & Coordination

• Monitor route and operational changes throughout the day
• Notify internal teams of confirmed changes within required timeframes
• Assist with preparation of Brainer documents for upcoming service days
• Support coordination among drivers, customer support, and operations teams

What We’re Looking For:

• A strong sense of ownership and pride in seeing things through.
• Familiarity with Onfleet or similar delivery management platforms.
• Experience working with multiple external partners or contractors.
• Attention to detail, especially when it comes to products, deadlines, and customer requests.
• A self-starter with a bias for action — you don’t wait to be told what to do.
• Excellent communication skills — clear, respectful, and proactive.
• Proficiency in Google Sheets or Microsoft Excel (filters, formulas, pivots — or eagerness to learn fast).
• 2-4 years experience with e-commerce operations, logistics, customer support, or order fulfillment is a big plus.
• Ability to work under pressure, adapt quickly, and thrive in an environment where things change daily.
• A team player who genuinely wants to help build better systems and take the company to the next level.
• Bachelor’s Degree in related field required.
• You must be willing to work out of our Bronx, NY facility as needed.

What We Offer:

• Competitive salary: $20.00-$21.00 per hour.
• Health insurance, PTO, and professional development opportunities.
• A mission-driven, inclusive workplace with growth opportunities.

Physical Demands:

Generally, presents standard office environment. Must be able to remain in a stationary position >95% of the time. Continually operates a computer, keyboard and mouse, and other office productivity machinery, such as a calculator, copy machine, printer, and mobile Smartphone device. Constantly positions self to comfortably maintain computer equipment. May occasionally be required to move about in an office setting or position office equipment weighing between 10-25 pounds. Vision abilities required by this job include close vision. The person in this position frequently communicates with other people. Must be able to exchange accurate information in these situations.

Other Duties:

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Equal Employment Opportunity: Kommissary does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Kommissary is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact us at HR@kommissary.com.