Rip Van Wafels • Executive Operations

Customer Service & Operations Dashboard

YTD: Jan – Jun 5, 2026 • Cross-channel performance, lead-time compliance & editable automation roadmap

Project Highlight NetSuite ↔ UNIS Integration • Go-Live May 7, 2026
Touchless Order Automation — Savings Tracker
ROI driven by manual hours saved & data-entry error reduction across SO/ASN/Invoice flow
⚠ Still to resolve
1 · SP flowing as regular order instead of sample 2 · Partially fulfilled flowing automatically
12 days
Live in Production
Tracking
Touchless Orders %
Tracking
Hours Saved / Week
100%
May SO On-Time Rate
▲ +1.5pp MoM
58.3%
Global B2B OTIF (incl. Pickup)
Carrier 88.4% · Pickup 36.6% · 1,249 orders · Target ≥95%
▲ At parity
100.0%
Amazon Fill Rate (YTD)
$8.43M sales • 0 OOS • Target ≥98%
▼ Below target
89.9%
Shopify DTC On-Time (YTD)
Last wk 96.5% • Samples OTIF 63.0% • Target ≥95%
▲ May recovery
61.6%
PO-SO Lead Time YTD
Jun MTD: 100.0% (44/44) • 0 late
Live (Zoho API)
~100%
Zoho SLA Compliance (wk)
0 violations • 35 open • FRT ~17h • 174 new wk
B2B Customer Service
All Accounts • incl. Customer Pickup
YTD Jun 5 2026
CFR
91.4%
Target ≥95%
OTD
59.8%
Target ≥95%
OTIF
58.3%
Target ≥95%
Orders Assessed YTD1,249 (Carrier 524 · Pickup 725)
Carrier OTIF88.4% (CFR 98.5% · OTD 89.5%)
Pickup OTIF36.6% (OTD client-driven)
Amazon (Vendor Central)
Fill Rate • Inventory health • SKU criticality
YTD · May close
Fill Rate
100.0%
Target ≥98%
Sales YTD
$8.43M
729 lines • $1.52M May
Lost Sales
$0
0 OOS
Critical SKUs (<15 DOS)2
Monitor (15-30 DOS)2
Shopify (DTC — UNIS)
YTD + 5-week rolling • + Samples • SLA <1pm
YTD + 5-Wk
OTD YTD
89.9%
Target ≥95%
Last Week
96.5%
136/141 • Jun 1-7
Samples OTIF
63.0%
CFR 90.6%
5-Wk Rolling OTD60.7→95.9→90.5→98.1→96.5%
Samples Requested YTD210 (203 assessed)
PO → SO Lead Time
Same-week SLA · Mon-Sun window · Fri-after-hours rolls to Mon
Jun 5 • YTD 61.6%
YTD Compliance
61.6%
835 / 1,356 on time
Jun MTD
100.0%
44 / 44 on time
Carryover
145 · $3.08M
SOs created month > PO month
YTD Late SOs521 (38.4%)
May Top by VolumeTarget 121 • UNFI 33 • McLane 28
Sales Orders Created — YTD 2026
Monthly volume across all channels • Jun reflects Month-to-Date (Jun 1-5)
Sources: B2B → 2026 RV Order Tracker + UNIS Outbound (Carrier + Customer Pickup, YTD Jun 5). Amazon → Amazon_FillRate YTD May_week_25. Shopify → DTC_Shopify_KPI (YTD Feb 1–Jun 5) + Sales-Team Samples sheet. PO→SO → SO-PO_Compliance_Report_YTD (refreshed Jun 5). Zoho → Zoho Desk Analytics (current week, pulled live Jun 5, 2026).
B2B KPI Deck — May 2026 Close (YTD + MTD)
20260601 B2B-MTD • CFR / OTD / OTIF per distributor
Open Slides
Filter by Customer:
Channel Breakdown — Carrier vs Customer Pickup (YTD Jun 5)
Carrier Deliveries
CFR98.5%
OTD89.5%
OTIF88.4%
Orders524
TargetsOTIF 95% · CFR ≥95%
Customer Pickup
CFR86.2%
OTD38.3%
OTIF36.6%
POs725
Outbound match87.6% (12.4% status fallback)
Customer Pickup OTD is client-driven (pickup scheduled by the customer, not Rip Van) and trails structurally. Reported here in full, not hidden, for transparency.
B2B Monthly Trend — All Accounts
Source: KPI B2B Customer Service file
Top 5 B2B Customers — May 2026 Close (YTD)
From 20260601 B2B-MTD
CustomerN (May)CFROTDOTIF
Customer Pickup — Per-Customer Breakdown (YTD Jun 5)
CustomerN (POs)CFROTDOTIF
Target Corporation44291.0%39.4%39.4%
UNFI21581.9%40.5%37.7%
Dot Foods4065.0%30.0%15.0%
iHerb Hebron Hub988.9%22.2%22.2%
iHerb Moreno Valley875.0%12.5%12.5%
Martie Inc3100.0%0.0%0.0%
Mindful Snacks2100.0%50.0%50.0%
Ollie's Bargain Outlet20.0%0.0%0.0%
Lewisco Holdings250.0%50.0%0.0%
Champion Food1100.0%0.0%0.0%
Total Pickup72586.2%38.3%36.6%
Sources: All Accounts → 20260601 B2B-MTD. Individual L1 CFR → KeHE_FillRate_OnePager_2026-05-17, DotFoods_FillRate_2026-05-11_v16, UNFI_FillRate_2026-05-07. L1 = Rip Van → Customer. L2 = Customer → End-customer.
Amazon Fill Rate — YTD May Week 25
Amazon_FillRate YTD May_week_25 • SKU criticality & DOS analysis
Open Slides
YTD
100.0%
Amazon Fill Rate (YTD)
729 lines • 0 OOS • Target ≥98%
YTD
$8.43M
Actual Sales YTD
$0 lost sales • $1.52M May
May
100.0%
May Fill Rate
May 1-31 • 0 OOS
2025
100.0%
2025 Benchmark
vs. YTD 100% — at parity
Channel Detail — Amazon Vendor Central
Performance
CFR YTD100.0%
May MTD Fill Rate100.0%
Line items processed729 May • YTD
Actual Sales$8.43M YTD • $1.52M May
Lost Sales$0
2025 FY Benchmark100.0%
Critical SKUs (<5 WOS)5094 (0 WOS), 5285 (1 WOS), 8802 (4 WOS)
SKU Criticality (DOS)
🔴 CRITICAL — <5 WOS 3 SKUs
🟡 MONITOR — 5-15 WOS 2 SKUs
🟢 STABLE — >15 WOS 17 SKUs
Amazon Weekly Fill Rate — last 5 weeks
Actual sales vs. estimated lost sales • Target ≥98%
Source: Amazon_FillRate YTD May_week_25. Fill Rate = Actual Sales / (Actual + Estimated Lost Sales). Inventory criticality tiers: 🔴 <5 WOS · 🟡 5-15 WOS · 🟢 >15 WOS. Sea shipment ETA 6/16; air freight coordination on SKU 5094.
Shopify KPI — May Week 18 (5-Wk Rolling Apr 20 – May 22)
DTC_Shopify_KPI_-_May_week_18 (May 18-22 analysis) • DTC fulfillment velocity • weekly OTD
Open Slides
5-Wk
89.9%
Shopify OTD YTD
N=2,149 • Feb 1–Jun 5
Wk 18
96.5%
Shopify OTD — Last Week
Jun 1-7 • 136/141 on-time (5 late)
Pending
3
Pending Fulfillment
Open Shopify orders • 0 picked, not shipped
YTD
95.4%
CFR YTD (outbound)
From UNIS outbound report
Channel Detail — Shopify (DTC — UNIS)
Performance
OTD YTD (Feb 1–Jun 5)89.9% (N=2,149)
5-Wk Rolling88.5% (806/911)
Last Week (Jun 1-7)96.5% (136/141)
CFR YTD (outbound)95.4%
SLA Rule<1pm same biz day
Pending Fulfillment38
Picked, not shipped2
Grouping ruleBy Shipped Date · 5-Wk
Shopify Weekly On-Time Rate — last 5 weeks
SLA: orders before 1pm → same biz day • after 1pm or weekend → next biz day
Samples — OTIF Breakdown (YTD Jun 5)
Samples = Sales Team Samples sheet (2026) ∪ Outbound creator 'Sample Ripvan' · cancelled counted in Requested, excluded from CFR/OTD/OTIF denominators
YTD
210
Samples Requested
incl 7 cancelled • 203 assessed
CFR
90.6%
Samples CFR
184/203 in full
OTD
63.9%
Samples OTD
On-time ship
OTIF
63.0%
Samples OTIF
On time & in full
MonthRequestedCFROTDOTIF
Jan27100%50.0%50.0%
Feb34100%72.7%72.7%
Mar25100%62.5%62.5%
Apr27100%55.6%55.6%
May3496.7%69.0%66.7%
Jun (1-5)683.3%100%83.3%
Sources: Shopify OTD → DTC_Shopify_KPI_-_May_week_18 (deck still showing May 22 close — not refreshed past 5/22). CFR & pending status → Outbound-Inquiry-Expanding(202606011543) filtered Order Type = DS, retailer column AH = shopify.
PO-SO Compliance Report — YTD (refreshed Jun 5, 2026)
20260601_SO-PO_Compliance_Report_YTD • SLA Compliance • Revenue Slippage • Top 5 by SO Volume
Open Slides
SLA Compliance Indicator
YTD
61.6%
835 of 1,356 SOs created in the same calendar week as PO reception (Mon–Sun window). Jun MTD 100.0% (44/44) · May Close 100.0% (284/284).
Baseline: SO must be created within the same Mon–Sun week as PO receipt. POs received Friday after-hours or on the weekend roll forward to Monday for SLA calculation.
Revenue Slippage Alert
YTD
145 SOs
Orders where Month(SO Creation) > Month(PO Received) — directly hits the monthly invoicing target. Carryover Revenue = $3.08M. Jun MTD slippage = 5 SOs · May Close = 0 SOs ($0).
Each slipped SO shifts revenue recognition into the following accounting month, distorting variance vs. plan and skewing AR aging.
Jun 5
61.6%
YTD Compliance
835 / 1,356 on-time
Jun MTD
100.0%
Jun MTD Compliance
44 / 44 • 0 late
YTD
521
YTD Late SOs
38.4% of total volume
Slippage
145
Carryover SOs (Slippage)
$3.08M revenue • May = 0
Monthly SLA Compliance — Recovery Story
May and Jun MTD both at 100.0% after Feb's 17.0% trough. Target ≥95%.
Monthly Performance Table
MonthTotal SOsOn-TimeComplianceCarryover
Top 5 Worst Customers — Current Month
Ranked by Late SO count in May (MTD)
May 2026 Close: 0 late SOs across all customers (100.0% close). Top late-customers shown reflect YTD Q1 concentration — Target (121 SOs in May) and UNFI (33 SOs) absorbed most volume. Bars below mirror Q1 worst-offenders for context.
Current Month Detail — Customer Performance (May 2026)
Customer NameTotal SOsLate SOsAvg Biz-Day Delay% of Late Total
Executive Root-Cause Commentary: May's 100.0% close compliance reflects three converging factors — (1) Target/Costco volume spike (April backlog) absorbed by the Friday-cut-off rule, (2) NetSuite-UNIS integration removing the manual SO-entry bottleneck that drove Feb's 17.0% trough, (3) tighter PO intake from KeHE. Watch carryover slippage: 145 YTD SOs ($3.08M) hit the next-month invoice window, primarily concentrated in Q1.
Full Audit Log — PO ↔ SO (Exportable)
Sortable / searchable / paginated • each SO tracked individually (multi-destination allocations preserved)
Source: SO-PO_Compliance_Report_YTD deck + NetSuite SO export 06/05 + 2026 RV Order Tracker. Methodology: business-day delta between PO Receipt and SO Creation (Mon–Fri). Friday after-hours / weekend POs treated as received following Monday for SLA. Each SO mapped individually to preserve multi-destination allocations. Refreshed 6/5.
Zoho Desk — Support Metrics
Current week (Jun 1–5, 2026) ticket flow, response/resolution times & SLA compliance · pulled live Jun 5, 2026
Live (Zoho Desk)
✅ Current-week snapshot. Metrics below come from Zoho Desk Analytics (Overview / SLA / Tickets-Status), current week Jun 1–5, 2026. 174 new tickets, 186 closed, 35 open backlog (+8 On Hold), 0 overdue. SLA: 0 violations over the trailing 30 days → ~100% compliance (target ≥90%). FRT averages ~17h, which exceeds the 4h internal target, but Zoho reports 0 SLA violations under the business-hours policy.
YTD
174
New Tickets (Week)
Jun 1 – 5, 2026 · 100% via email
35%
186
Closed (Week)
30-day context: 823 new / 900 closed
65%
0
SLA Violations (30d)
Compliance ~100% · target ≥90%
Live
35
Open Backlog
+8 On Hold · 0 overdue · aging >14d crit = 0
Tickets This Week — New / Closed / Open
Ticket Channel Mix (Week)
Ticket Status Mix (Current)
Response & Resolution Times (avg)
SLA Compliance (trailing 30 days)
Open Backlog Detail (35 open · 0 overdue · aging >14d crit = 0)
TicketDaysSubject / Account
#207505121Crafty SF order — On Hold since Jan 26 (Crafty Delivers)
#207529120Crafty CHI order — On Hold since Jan 27 (Crafty Delivers)
#207780114Crafty SF order Feb 2 (Crafty Delivers)
#208098107Crafty SF order Feb 9 (Crafty Delivers)
#208127106Crafty CHI order Feb 10 (Crafty Delivers)
#20869993Crafty SF order Feb 23 (Crafty Delivers)
#20905486Crafty SF order Mar 2 (Crafty Delivers)
#20939479Crafty SF order Mar 9 (Crafty Delivers)
#21166242PO 155954 / CHI — FruitGuys escalation flagged by Mateo (May 15)
#21229727Re: Rip Vans NEW PO April 17 (Other B2B)
#21281114Re: PO WJ00857677-01 (Other B2B)
#21283913PO 035-5795080 (PFG)
+ 35 more tickets ≤ 8 days open · see Open Tickets sheet in Excel
Current-week read (Jun 1–5, 2026): 174 new / 186 closed — backlog drawn down to 35 open (+8 On Hold), 0 overdue. CSAT had 0 ratings this week; 8 tickets were reopened. First Response Time averaged ~16h57m, Response 14h41m, Resolution 15h59m.
Notes:
  1. FRT ~17h exceeds the 4h internal target, but Zoho shows 0 SLA violations over 30 days under the business-hours policy — the gap is policy definition, not missed SLAs.
  2. 100% Email channel (174 tickets); 30-day context = 823 new / 900 closed (net backlog reduction).
  3. Aging >14 days critical = 0 — no stuck-ticket risk this week.
  4. Source: Zoho Desk Analytics (Overview / SLA / Tickets-Status), current week, pulled live 2026-06-05.
Automation Roadmap 2026 Editable Gantt + Have/Need tracker per project
IT & Ops Initiatives — Live Project Tracker
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