Sr Coordinator, Customer Support

• Health/Rx
• Dental
• Vision
• Flexible and health spending accounts (FSA/HSA)
• Supplemental life insurance
• 401(k)
• Paid time off
• Paid sick time
• Short term & long term disability coverage (STD/LTD)
• Employee stock ownership (ESOP)
• Holiday pay for company designated holidays

Good people, working with good people, for our common good.
Sound good?
KeHE-a natural, organic, specialty and fresh food distributor-is all about "good" and is growing, so there's never been a more exciting time to join our team. If you're enthusiastic about working in an environment with a people-first culture and an organization committed to good living, good food and good service, we'd love to talk to you!

The Senior Customer Support Coordinator serves as a subject matter expert and lead coordinator within the Customer Support team, responsible for managing complex customer issues, ensuring timely and accurate resolution, and supporting consistent service execution. This role acts as a key liaison between Customer Support and cross functional partners, helping identify process gaps, improve service quality, and drive a positive customer experience. As with all positions at KeHE Distributors, we expect that all actions will be consistent with KeHE’s Mission, Vision, and Values.

DUTIES, TASKS AND RESPONSIBILITIES:

• Serve as the primary point of contact for escalated or complex customer support issues, ensuring effective resolution and communication.
• Coordinate customer inquiries, order issues, returns, credits, and service requests with a high degree of accuracy and urgency.
• Partner cross-functionally with Sales, Operations, Transportation, Finance, and IT to resolve customer issues and prevent recurrence.
• Provide guidance, training, and peer support to Customer Support Coordinators, sharing best practices and process knowledge.
• Promote adherence to standard work, service level agreements (SLAs), and customer compliance requirements.
• Identify trends, recurring issues, and process gaps; escalate insights and improvement opportunities to leadership.
• Lead onboarding and training new team members through shadowing, documentation, and coaching.
• Maintain accurate documentation, case notes, and customer communications in CRM and support systems.
• Utilize reports, dashboards, and data to support performance tracking and continuous improvement.
• Contribute to customer experience and continuous improvement initiatives as assigned
• Participate in special projects as needed.
• Other duties and projects as assigned.

SKILLS, KNOWLEDGE AND ABILITIES:

• Strong knowledge of customer support processes, order lifecycle, and service recovery practices.
• Strong communication skills, both written and verbal.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong problem solving skills with attention to detail and follow through.
• Ability to influence outcomes and collaborate across teams without direct authority
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• High degree of professionalism, accountability, and customer focus.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Minimum 3–5 years of experience in customer support, customer service, or related roles.
• Prior experience handling escalations or serving as a team lead or senior coordinator strongly preferred.
• Experience supporting Commercial, Operations, or Distribution environments a plus.
• CRM or order management system experience preferred.

PHYSICAL REQUIREMENTS:

• Work is primarily performed in an office or remote environment.
• Ability to sit or stand for extended periods and work at a computer.
• Occasional extended hours may be required during peak business periods.