Customer Operations Coordinator

About Us

Unity. Loyalty. Advancement. Charity. It’s what drives United Legwear & Apparel Co. to be the best global designer, manufacturer, and distributor of legwear, bodywear, apparel, and accessories. Founded in 1998 by Isaac E. Ash to make the very best legwear on the market, ULAC is an industry leader offering a full range of products for babies, kids, teens, and adults.

We strive to sell our products at affordable prices for families. Hard work and exponential growth year on year has transformed ULAC into a global apparel and accessories company.

About The Job

At ULAC, The Customer Operations Coordinator is responsible for processing and managing all shippable customer orders within the ERP system, including both EDI and manually entered orders. This position serves as a key liaison between Sales and Operations, ensuring orders are accurately processed, monitored and managed throughout the fulfillment process.

The Coordinator works closely with Sales to review and resolve order-related issues identified through daily reporting, including late production, inventory shortages, delayed containers and other exceptions that may impact customer orders and shipping deadlines. This position requires ongoing coordination with the Import team to monitor container tracking, arrival schedules and receiving, as well as close communication with the Warehouse and Shipping teams to address shortages, coordinate work orders, manage routing requirements and ensure orders ship on time.

The Coordinator is expected to take ownership of outstanding order issues, proactively identify potential delays, communicate with the appropriate departments and drive issues through resolution. The overall responsibility of this role is to maintain visibility of open orders and ensure customer orders move efficiently from order entry through shipment.

What You Will Do

ORDER MANAGEMENT & PROCESSING

• Process all shippable customer orders within the ERP system, including EDI and non-EDI accounts through manual order entry.
• Review and validate orders to ensure accuracy of styles, quantities, pricing, ship-to information and requested shipping dates.
• Manage daily inbound and outbound EDI processing, including error review, maintenance and resolution.
• Take ownership of order-processing exceptions and follow through to ensure issues are corrected before they impact order fulfillment.
• Monitor order activity and maintain accurate information within the ERP system.
• Maintain working knowledge of EDI transactions and order processing functions, including 850/860/816/855/997/856/810/846/753/754, SKU setup and direct import sales orders. SALES LIAISON & ORDER FOLLOW-UP
• Serve as the primary Operations liaison to the Sales department regarding order status, production delays, inventory shortages, late containers and other issues impacting open customer orders.
• Review daily Sales reports and proactively identify orders requiring attention, follow-up or resolution.
• Work directly with Sales to investigate order exceptions, communicate updates and determine appropriate resolutions.
• Take ownership of all outstanding issues and call-outs, ensuring they are communicated, assigned and followed through to resolution.
• Maintain the NSR report, ensuring open orders are accurately updated, dates are aligned and issues are properly documented.
• Proactively communicate potential shipping delays and order concerns to Sales and the appropriate internal departments.
• Maintain consistent follow-up on outstanding items rather than relying on other departments to identify or escalate unresolved issues. IMPORT & CONTAINER COORDINATION
• Work closely with the Import team to monitor container tracking, arrival schedules and receiving status.
• Maintain visibility of incoming containers and proactively identify potential delays that may impact customer orders.
• Communicate container delays, revised arrival dates and receiving updates to Sales and internal departments.
• Coordinate order dates and follow-up activities based on updated container and inventory availability.
• Follow through on delayed containers and receiving issues to ensure inventory availability and customer order commitments remain aligned. WAREHOUSE & SHIPPING COORDINATION
• Work closely with the Warehouse and Shipping teams to monitor order readiness and address inventory shortages that may impact fulfillment.
• Follow up on shortages, work orders and other warehouse-related issues to ensure orders are completed and shipped on time.
• Coordinate customer routing requirements and proactively monitor routing deadlines to prevent missed shipping windows.
• Communicate order priorities, shipping concerns and outstanding issues between Operations, Warehouse and Shipping.
• Maintain visibility of orders pending warehouse action and follow through on outstanding issues until resolved.
• Escalate potential delays or issues that may prevent orders from shipping on time. What You Bring 2-4 years of experience in EDI, Order Management and Operations, preferably within the retail or apparel industry. Strong working knowledge of EDI processing, including inbound and outbound transactions, troubleshooting and error resolution. Hands-on experience with manual order entry and EDI order processing within an integrated Enterprise Resource Planning (ERP) system. Advanced proficiency in Microsoft Excel, including VLOOKUP/XLOOKUP, Pivot. Tables, sorting, filtering, data analysis and managing large volumes of data. Strong analytical and problem-solving skills, with the ability to review operational reports, identify discrepancies, recognize potential issues and determine appropriate next steps. Experience working with Sales, Import, Warehouse and Shipping teams to resolve order-related issues and maintain on-time fulfillment. Knowledge of container tracking, receiving, inventory availability, warehouse coordination and customer routing requirements. Excellent communication and follow-up skills, with the ability to coordinate across multiple departments and drive outstanding issues through resolution. Ability to work independently, manage multiple priorities and follow multi-step processes with minimal supervision. Strong organizational skills, attention to detail and accountability, with the ability to work effectively under time-sensitive deadlines.

What We Offer

At ULAC, we are committed to supporting the well-being and professional growth of our employees. Our comprehensive benefits package for all New York & New Jersey-based employees includes: Medical, Dental, and Vision Insurance Access to quality health care coverage with a variety of plan options to fit your needs. Fitness Reimbursement Reimbursement is for eligible health and wellness programs to encourage a healthy lifestyle through our medical benefits plan.

Short-Term and Long-Term Disability Insurance (100% Employer Paid) Income protection to support you during unexpected health challenges, 100% company-paid. Group-Term Life Insurance (100% Employer Paid) Accidents can happen in an instant, affecting you and a loved one. Our Group-term Life Accidental Death and Dismemberment Insurance is designed to help families by providing financial protection in case of death or severe injury resulting from an accident.

Employee Assistance Program (EAP) Confidential support services for mental health, work-life balance, and other personal matters. 401(k) Retirement Plan Plan for your future with our competitive retirement savings plan, including employer matching of up to 4.5% Pet Insurance Coverage options to help care for your furry family members.

Paid Time Off (PTO) and Sick Leave Competitive paid vacation and sick leave to support your work-life balance. Bereavement Leave Paid time off to grieve and attend to personal matters following the loss of a loved one. Flexible Spending Accounts (FSA) Pre-tax savings accounts for healthcare and dependent care expenses.

Commuter Benefits Tax-advantaged options to help cover public transit and commuting costs. Tuition Reimbursement Support for continued learning and development through approved educational programs. Voluntary Life Insurance Option to voluntarily add additional financial protection in the event of an unfortunate loss. General Acknowledgement & Employment At-Will : Employment in this position requires adherence to all policies and procedures set forth by United Legwear & Apparel Company.

This position description is not an exhaustive list of all duties and responsibilities of the position, is not a contract and is subject to change at any time, with or without notice, by the employer. Furthermore, all employees are employed at-will with United Legwear & Apparel Company and are employed for no definite period of time and employment may be terminated without cause or notice.