Odeko

• Act as the first point of contact for all customer support questions via email, chat, and social media • Create an exceptional, personalized service experience for Odeko customers by providing friendly and timely support for customers • Troubleshoot user problems with the Odeko’s Order Ahead app and Supply Portal • Assist in incoming questions from our ecommerce, shipping and bulk customers • Maintain all support contacts and history in Hubspot, Odeko’s CRM • Cross-functional partnership with the Account Management, Sales, Tech, and Operations team to resolve customer issues in a timely manner • Review delivery reconciliations and issue credits when necessary • Make recommendations to better the customer experience in the form of feature requests, fixing bugs reported by users, product inquiries, etc. • Proactively create expert customer content (e.g. helpdesk articles, videos, webinars) to guide our customers • Own performance to goal on customer satisfaction metrics (NPS, CSAT) and suggest ways to drive improvements in our metrics

• In partnership with the Procurement Operations Manager, provide procurement operations support including: purchasing of inventory products, inventory management, non-inventory flow and space models, cycle counts, supplier management, procurement transaction and expediting support • Develop deep knowledge of inventory items and align with like buildings to drive best practices • Manage KPIs like inventory shrink, out of stocks, inventory turns, new item creations, and gross profit margins. • Develop relationship across the building and network to ensure best practices are being shared and implemented • Align with internal customers, Finance and Procurement Operations to understand budgetary targets by building and develop methods of measuring and defining savings, value and other category metrics • Work in partnership both internally and with suppliers to develop innovative solutions to provide Procurement support to the Operations network • Develop and implement ways to measure suppliers to drive continuous performance improvement

• Oversee and manage paper and disposable product categories • Develop and execute category strategy for cost-effectiveness, quality, and sustainability • Manage supplier relationships and negotiations • Conduct market analysis and adjust strategies accordingly • Monitor supplier performance for cost-saving opportunities • Collaborate with supply chain team for inventory management • Work closely with internal teams to select products and ensure quality standards