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Job Description
Sr Coordinator, Customer Support KeHE Distributors, LLC - 2.9 Naperville, IL Job Details Full-time $26.97 - $39.50 an hour 1 day ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance Employee stock ownership plan Life insurance Paid sick time Qualifications Customer communication Microsoft Excel Microsoft Outlook Writing skills High school diploma or GED Desktop applications Customer support Cross-functional communication Full Job Description Why Work for KeHE?:
Full-time Pay Range:
$26.97/Hr. - $39.50/Hr.
Shift Days:
,
Shift Time:
Benefits after 30 days 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
Overview:
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!
Primary Responsibilities:
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.
Essential Functions:
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.
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.
Requisition ID:
2026-29467
Equal Employer Opportunity Statement:
KeHE Distributors provides equal employment opportunities to all employees and applicants for employment and prohibits all forms of discrimination and harassment on the basis of race, color, religion or faith, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training as well as the administration of all Human Resources and Talent Acquisition processes.
