Client Experience Specialist

ROLE OVERVIEW

The Customer Operations Coordinator supports the day-to-day execution of Num Meals by acting as a bridge between customers, logistics, and the operations team. The role combines customer service, logistics coordination, administrative work, and operational support to ensure customer concerns are handled properly, delivery issues are coordinated quickly, and operational records remain accurate and organized.

This is a hands-on role suited for someone who is organized, responsive, detail-oriented, and comfortable managing multiple operational concerns throughout the day.

KEY RESPONSIBILITIES

1. Customer Service Support

• Respond to customer inquiries through assigned communication channels including chat, SMS, email, and social media messaging.
• Assist customers with concerns regarding orders, subscriptions, deliveries, meal plans, and basic product information.
• Coordinate customer concerns with the appropriate internal department and provide timely status updates.
• Document complaints, product concerns, delivery incidents, refunds, credits, replacements, and service recovery cases.
• Escalate sensitive or high-risk concerns to the Customer Service Specialist, Operations Lead, or Management.
• Monitor unresolved cases until proper resolution and closure.

2. Logistics & Delivery Coordination

• Coordinate daily delivery requirements with company riders and third-party logistics providers.
• Assist in preparing and checking delivery manifests, rider assignments, routes, and customer delivery information.
• Monitor delivery progress and identify delayed, failed, or incomplete deliveries.
• Coordinate rider-related concerns including customer availability, incorrect addresses, delays, and failed delivery attempts.
• Assist in arranging replacement riders or third-party couriers when necessary.
• Maintain delivery incident records and supporting documentation, including validation for rider-related incidents.

3. Operations Support

• Assist the Operations Lead with daily administrative and coordination requirements.
• Help monitor order fulfillment from preparation to dispatch and final delivery.
• Coordinate operational information between Kitchen, Assembly, Dispatch, Logistics, and Customer Service.
• Assist in preparing daily operational reports and trackers.
• Monitor incomplete orders, special customer instructions, delivery adjustments, and other operational exceptions.
• Help identify recurring operational issues and report them to the Operations Lead.

4. Administration & Documentation

• Maintain organized digital and physical records for operations.
• Prepare and update spreadsheets, trackers, reports, incident reports, and internal forms.
• Encode operational information and ensure records are accurate and complete.
• Assist in filing invoices, delivery receipts, rider documents, supplier documents, and other operational paperwork.
• Prepare basic summaries and reports requested by Management.
• Assist in scheduling and documenting internal meetings when required.

ADDITIONAL RESPONSIBILITIES

Order Quality Checking: Review customer orders before final processing for incorrect delivery information, unusual requests, special instructions, or potential fulfillment issues.

Customer Feedback Monitoring: Compile recurring customer complaints and feedback and prepare a simple weekly summary of issues involving food, packaging, delivery, ordering, or communication.

Incident & Resolution Tracking: Maintain the Customer Incident Tracker and monitor whether incidents have been investigated, resolved, and formally closed.

Rider Administration: Maintain updated rider information, attendance records, assignments, substitutions, performance notes, and incident documentation.

Inventory & Supplies Coordination: Monitor basic operational supplies and coordinate replenishment requests with Procurement or Operations.

Process Documentation: Assist the Operations Lead in documenting SOPs, checklists, and workflow updates when operating processes change.

3. Administrative & Operational Compliance

QUALIFICATIONS

• Bachelor's degree in Business Administration, Operations Management, Hospitality, Marketing, or a related field is preferred.
• Experience in customer service, logistics, food service, e-commerce, or operations is an advantage.
• Strong organizational, documentation, and administrative skills.
• Comfortable using Google Sheets, Google Docs, Microsoft Office, messaging applications, and online order management systems.
• Strong written and verbal communication skills.
• Able to work under pressure and manage multiple concerns simultaneously.
• Willing to coordinate directly with customers, riders, kitchen personnel, and other operational teams.

CORE COMPETENCIES

Customer Orientation: Communicates professionally and resolves customer concerns while balancing company policies and operational realities.

Coordination: Manages information between customers, riders, and internal departments efficiently.

Attention to Detail: Ensures customer information, delivery details, reports, and documentation are accurate.

Sense of Urgency: Responds quickly to time-sensitive delivery and operational concerns.

Problem Solving: Assesses basic operational problems and recommends practical solutions before escalating.

Accountability: Takes ownership of assigned concerns and follows through until they are properly closed.

Organization: Maintains clean records, trackers, files, and documentation while handling multiple responsibilities.

WORKING RELATIONSHIPS

• Operations Lead
• Customer Service Specialist
• Kitchen and Production Team
• Assembly and Dispatch Team
• Logistics Riders and Third-Party Couriers
• Procurement and Administration
• Finance / Accounting
• Business Lead

ROLE OBJECTIVE

To help ensure that orders move smoothly, customers receive timely assistance, deliveries are properly coordinated, and operational issues are documented and resolved before they become recurring problems.