Customer Compliance Specialist
Position Overview:
At OOFOS, our mission is to make people feel good through our proprietary OOfoam™ technology and innovative footbed design, company culture, and community initiatives. We prioritize empathy, inclusivity, and creativity, leaving a lasting sense of WOW! We are committed to providing exceptional experiences for both our customers and employees, fostering a trusted and inclusive environment. You’ll have autonomy and flexibility to develop your career and contribute to our innovative products, that enable people to live life in ultimate comfort.
The Customer Compliance Specialist plays a critical role in ensuring OOFOS delivers best-in-class experience to our wholesale and retail partners by driving operational excellence across customer compliance, EDI, and order execution. Serving as the subject matter expert for customer compliance, this role partners cross-functionally with Account Services, Sales, IT, Supply Chain, Logistics, Distribution, Product Development, and external customers to ensure every order meets customer-specific requirements—from onboarding through delivery. By proactively managing compliance programs, reducing chargebacks, optimizing processes, and identifying operational improvements, this role helps protect revenue, strengthen customer relationships, and support OOFOS' continued growth.
The ideal candidate is highly organized, analytical, and solutions-oriented, with experience managing retail compliance standards, EDI, vendor requirements, labeling, packaging, routing guides, and domestic and international shipping requirements within the footwear, apparel, or consumer goods industry.
Key Responsibilities:
Customer Compliance & Order Execution
- Own customer compliance programs across wholesale, retail and direct to consumer partners ensuring consistent execution of customer-specific operational requirements.
- Interpret, maintain, and communicate customer vendor compliance requirements across internal teams.
- Monitor compliance with routing guides, labeling standards, packaging specifications, ticketing, ASN requirements, EDI transactions, shipping documentation, and delivery requirements.
- Partner with Logistics and Distribution teams to ensure shipments meet customer routing requirements, compliance standards, and required delivery windows.
- Support new customer onboarding by reviewing vendor manuals, identifying operational requirements, and implementing scalable compliance processes.
EDI & Cross-Functional Partnership
- Serve as the primary business relationship owner between Account Service and IT for customer compliance, EDI, and retailer onboarding initiatives. /
- Coordinate new customer EDI implementations, onboarding, compliance related system enhancements, testing, validation, issue / chargeback resolution.
- Partner with internal stakeholders to ensure system, process, and operational changes align with customer compliance requirements.
- Collaborate with Product Development and Packaging teams to ensure customer-specific packaging, labeling and product requirements into new product launches.
Compliance Performance & Continuous Improvement
- Track, investigate, and resolve compliance violations, chargebacks, shortages, deductions, and operational discrepancies.
- Analyze compliance trends, identify root causes, and lead corrective and preventive actions that improve operational performance and reduce future risk. Maintain customer compliance scorecards, KPI dashboards, and reporting.
- Develop metrics that measure compliance performance and identify opportunities to improve execution and reduce costs.
- Lead cross-functional meetings focused on compliance performance, operational improvements, and risk mitigation.
- Assist with compliance audits and internal process improvements.
Training & Industry Expertise
- Develop and deliver training materials for internal teams on customer compliance requirements, retailer expectations, and operational best practices.
- Serve as an internal subject matter expert on retailer compliance, EDI requirements, routing guides, packaging standards, and industry best practices.
- Stay current on evolving retailer compliance requirements, customs regulations, sustainability initiatives, and footwear industry best practices.
Qualifications:
Required
- Bachelor's degree in Supply Chain, Business Administration, Logistics, Operations, or a related field, or equivalent experience.
- 5+ years of experience in customer compliance, logistics, supply chain, operations, or vendor compliance within the footwear, apparel, or consumer products industry.
- Strong understanding of retailer routing guides, vendor compliance standards, and chargeback prevention.
- Experience working with EDI transactions, ASNs, purchase orders, and warehouse management systems.
- Familiarity with footwear packaging, labeling, carton marking, UPC requirements, and retail distribution practices a plus.
- Experience leading retailer onboarding and EDI implementations.
- Advanced Excel skills and experience with ERP, EDI, compliance reporting, or business intelligence tools.
- Strong analytical with the ability to interpret operational data, identify trends, and recommend process improvements.
- Excellent organizational, communication, and relationship management skills.
- Ability to manage multiple priorities and drive projects across cross-functional teams.
- Occasional travel to distribution center.
Preferred
- Familiarity with footwear packaging, labeling, carton marking, UPC requirements, and retail distribution practices.
- Experience reducing retailer chargebacks and improving operational KPIs through process improvements.
Leadership Behaviors:
- Cultural fit is crucial – Strong desire to make people feel good and live our brand ethos is a must.
- Bring a positive, solutions-oriented mindset and contribute to a collaborative team environment.
- Demonstrates initiative, anticipates issues, and thrives in a dynamic, fast-moving environment.
- Builds trusted cross-functional partnerships and influences without direct authority.
- Takes ownership, challenges the status quo, and continuously looks for opportunities to improve processes and customer experience.
- Use effective communication and listening skills.
- Ability to work well in a team environment under tight deadlines.
