Customer Care & Compliance Coordinator

The Customer Care & Compliance Coordinator is responsible for supporting and executing customer compliance programs, researching and resolving non‑trade deductions, and improving financial recovery from CPG retail partners. This role partners closely with Sales, Accounts Receivable, Logistics, Operations, and Customer Care to ensure adherence to customer requirements and prevent repeat deductions. In addition to compliance, the Coordinator supports customer care and logistics reporting, cost‑savings identification, and process documentation. The role builds strong operational, analytical, and cross‑functional skills, with increasing opportunities to use AI tools to streamline manual tasks and enhance reporting accuracy.

What You’ll Do:

Deductions, Chargebacks & Compliance

• Support the full manual lifecycle of customer deductions and chargebacks, including tracking, research, dispute submission, and resolution.

• Reduce repeat non‑trade deductions by identifying root causes and coordinating corrective actions with Sales, AR, Logistics, Operations, and carriers.

• Maintain accurate documentation of disputes, recoveries, and savings for Finance and leadership visibility.

• Improve timeliness and accuracy of dispute handling, moving toward same‑cycle or real‑time resolution.

• Ensure adherence to customer routing guides, compliance requirements, and service expectations.

Customer Care & Logistics Reporting

• Conduct weekly and monthly reporting for chargebacks, fines, shortages, OTIF, freight performance, and corrective actions.

• Maintain accuracy and consistency of all reporting within the current manual environment.

• Track and analyze key KPIs including on‑time delivery, shortages, freight cost, and accessorial charges.

• Standardize reporting outputs to ensure clarity, repeatability, and leadership usability.

• Partner with Finance to define reporting requirements and support future automation readiness.

Cost Savings & Performance Improvement

• Identify cost‑savings opportunities across chargebacks, fines, pallet inefficiencies, freight costs, and customer care processes.

• Track and validate realized savings with supporting documentation.

• Provide insights and recommendations that improve service performance and reduce financial exposure.

• Support leadership updates with consistent savings reporting and operational visibility.

Process Documentation & Scalability

• Develop and maintain clear work instructions for deduction management, reporting, and compliance workflows.

• Define escalation paths and decision points for complex dispute scenarios.

• Maintain centralized documentation and update processes as they evolve.

• Build documentation that supports future transition from manual workflows to automated tools.

Cross‑Functional Collaboration & Systems

• Partner closely with Sales, Accounts Receivable, Logistics, Operations, and Customer Care to resolve issues and prevent repeat deductions.

• Support operational decision‑making with insights into service performance, cost drivers, and compliance trends.

• Participate in system enhancements involving SAP, CRM, or EDI that impact compliance or reporting.

• Use AI tools to automate recurring tasks, streamline reporting, and improve data accuracy as capabilities expand.

• Other duties as assigned or necessary.

What You’ll Need

• High school diploma or equivalent; additional training or coursework is a plus.

• 2–4 years of experience in deductions, chargebacks, compliance, customer service operations, AR, or supply chain.

• Strong investigative and analytical skills with the ability to interpret documentation and identify root causes.

• Experience with SAP, CRM, or order management systems; familiarity with retailer portals is a plus.

• Excellent communication and cross‑functional collaboration skills.

• Ability to manage multiple deadlines and exercise sound judgment.

• Interest in developing advanced Excel, reporting, and AI‑driven automation skills.

• A desire to build broad operational expertise across customer care, logistics, and cross‑functional coordination.

Healthy, Diverse Teams Breed Innovation:

Kevin’s Natural Foods is proud to be an equal opportunity employer. We deeply believe that diverse backgrounds and experiences make better teams, and we seek to attract talent from all walks of life. The team at Kevin’s is smart, humble, and passionate and we value a work environment that fosters personal development and opportunities to move within our small, but quickly growing organization.

More About Kevin’s Natural Foods:

Kevin's Natural Foods is a line of refrigerated and frozen meals, sides, soups, and sauces on a mission to empower even the busiest people to eat clean without sacrificing flavor. Co-founded by Kevin McCray who battled an auto-immune disorder for years, Kevin's Natural Foods was born from his desire to make clean eating seamlessly fit into any lifestyle. Shockingly delicious and made with clean ingredients, Kevin’s products are ready in minutes and always free from gluten, soy, and refined sugar.

In 2023, Kevin’s Natural Foods joined the Mars Food & Nutrition family, allowing us to expand our reach, accelerate innovation, and bring our mission to even more households while staying true to the quality and integrity that define our brand. A true market disruptor, Kevin's is the first clean refrigerated entrée brand working to prove every day that proper nutrition can be as delicious as it is healthy.

The Pay Range for this role is $27.00- $32.00/ hour + benefits

Kevin's Natural Foods uses E-verify to confirm employment eligibility. For more information, please see the links below: https://www.everify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf