Customer Success & Operations Coordinator

Job Description

Job Description

Description:

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:

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 key role in maintaining service continuity, accurate documentation, and communication across internal teams.

Key Responsibilities:

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

Additional responsibilities include:

• Updating and maintaining daily operational sheets
• Completing assigned tracking and documentation tasks

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 Offer:

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

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.

Qualifications: Required

• Experience in customer support, operations, or administrative roles
• Strong attention to detail with the ability to manage multiple trackers and deadlines
• Clear written and verbal communication skills
• Ability to handle sensitive client information responsibly
• Proficiency in Excel or Google Sheets

Preferred

• Familiarity with Onfleet or similar delivery platforms
• Experience working in logistics, delivery operations, or customer support environments
• Experience coordinating across multiple teams and stakeholders

Work Expectations

• Continuous monitoring of email and phone channels during working hours
• Timely and accurate submission of reports
• Ability to respond effectively to same-day operational changes
• Maintain professionalism and accuracy in all communications and documentation

Performance Indicators

• Accuracy of NO ANSWER (NOA) tracking
• On-time submission of reports
• Data accuracy across trackers and operational documents
• Reduction in follow-up caused by incomplete or unclear information

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 [email protected].

E-Verify Notice: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.