Rip Van Wafels • Executive Operations

Customer Service & Operations Dashboard

YTD: Jan – May 31, 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
12 days
Live in Production
Tracking
Touchless Orders %
Tracking
Hours Saved / Week
100%
May SO On-Time Rate
▲ +1.5pp MoM
90.0%
Global B2B OTIF
439/488 on time & in full • Target ≥95% • YTD May 31
▲ At parity
100.0%
Amazon Fill Rate (YTD)
729 lines • $8.43M YTD • $1.52M May • 0 OOS • Target ≥98%
▼ Below target
88.5%
Shopify OTD (5-Wk)
646/730 on time • CFR 95.4% • Last wk 94.1%
▲ May recovery
60.3%
PO-SO Lead Time YTD
May Close: 100.0% (284/284) • 0 late
Live (Zoho API)
47
Open Zoho Tickets
8 stuck On Hold >79d • Crafty Delivers
Sales Orders Created — YTD 2026
Monthly volume across all channels • May reflects full month close (May 1-31)
B2B Customer Service
All Accounts • Customer Pickup excluded
May 31 2026
CFR
98.4%
Target ≥95%
OTD
91.2%
Target ≥95%
OTIF
90.0%
Target ≥95%
Orders Assessed YTD488
Orders in Full480 (8 short)
May Close (1-31)100.0% / 89.9% / 89.9%
Amazon (Vendor Central)
Fill Rate • Inventory health • SKU criticality
May 31 2026
Fill Rate
100.0%
Target ≥98%
Sales YTD
$8.43M
729 lines • $1.52M May
Lost Sales
$0
0 OOS
Critical SKUs (<5 WOS)3
Monitor (5-30 DOS)2
Shopify (DTC — UNIS)
5-week rolling • SLA <1pm same biz day
5-Wk Rolling
OTD 5-Wk
88.5%
Target ≥95%
Last Week
94.1%
144/153 (9 late) • May 18-22
May MTD
87.6%
480/548 (68 late)
Pending Fulfillment3 orders
Picked, not shipped0
PO → SO Lead Time
Same-week SLA · Mon-Sun window · Fri-after-hours rolls to Mon
May 31 • 100.0% Close
YTD Compliance
60.3%
791 / 1,312 on time
May Close
100.0%
284 / 284 on time
Revenue Slippage
0 SOs • $0
SOs created month > PO month
YTD Late SOs521 (39.7%)
May Top by VolumeTarget 121 • UNFI 33 • McLane 28
Sources: B2B → 20260601 B2B-MTD (refreshed 6/1). Amazon → Amazon_FillRate YTD May_week_25. Shopify → DTC_Shopify_KPI May_week_18 (deck still showing May 22 close — Shopify not refreshed past 5/22). PO→SO → 20260601_SO-PO_Compliance_Report_YTD. Zoho → Zoho_Desk_YTD2026_Analysis.xlsx (live Zoho API extract, May 27).
B2B KPI Deck — May 2026 Close (YTD + MTD)
20260601 B2B-MTD • CFR / OTD / OTIF per distributor
Open Slides
Filter by Customer:
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
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
88.5%
Shopify OTD (5-Wk Rolling)
646/730 on-time • 84 late
Wk 18
94.1%
Shopify OTD — Last Week
May 18-22 • 144/153 on-time (9 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 5-Wk Rolling88.5%
Last Week (May 18-22)94.1%
May MTD (1-22)87.6% (480/548)
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
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 Lead Time Deck — YTD May 2026 (100% May)
20260601_SO-PO_Compliance_Report_YTD • SLA Compliance • Revenue Slippage • Top 5 by SO Volume
Open Slides
SLA Compliance Indicator
YTD
60.3%
791 of 1,312 SOs created in the same calendar week as PO reception (Mon–Sun window). May Close 100.0% (284/284) — strongest month YTD.
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
140 SOs
Orders where Month(SO Creation) > Month(PO Received) — directly hits the monthly invoicing target. Carryover Revenue = $3.05M (10.7% of YTD volume). May Close slippage = 0 SOs ($0) — clean close.
Each slipped SO shifts revenue recognition into the following accounting month, distorting variance vs. plan and skewing AR aging.
May 31
60.3%
YTD Compliance
791 / 1,312 on-time
May Close
100.0%
May Month Compliance
284 / 284 • 0 late
YTD
521
YTD Late SOs
39.7% of total volume
Slippage
140
Carryover SOs (Slippage)
$3.05M revenue • May = 0
Monthly SLA Compliance — Recovery Story
May closed 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: 140 YTD SOs ($3.05M) 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: 20260601_SO-PO_Compliance_Report_YTD deck + NetSuite SO export 05/31 + 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 6/1.
Zoho Desk — Support Metrics
YTD 2026 customer ticket processing, noise filtering & account distribution · live extraction May 27, 2026
Live (Zoho API)
✅ Zoho data wired. All metrics below come from the Zoho Desk REST API (extracted May 27, 2026). 3,514 tickets created YTD; 1,239 (35%) are real customer inquiries — the rest (65%) are auto-notifications & marketing that should be filtered or auto-closed. See Zoho_Desk_YTD2026_Analysis.xlsx for ticket-by-ticket detail and the proposed Zoho rules to implement with Tamara.
YTD
3,514
Total Tickets Created
Jan 1 – May 27, 2026 · 100% via email
35%
1,239
Real Customer Inquiries
Human-to-human work (B2B + DTC)
65%
2,275
Noise (Auto + Marketing)
2,012 auto-notif + 263 marketing
Live
47
Open / Pending Now
39 Assigned · 8 On Hold >79 days
Volume by Month — Noise vs. Real
Real Customer Inquiries by Account (YTD)
Ticket Nature Mix
Top Noise Patterns (auto-close candidates)
Resolution Time — Customer Inquiries (n=1,212 closed)
Stuck Open Tickets (top by days open)
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
What Mateo asked for (May 20, Slack DM with Tamara & Christine): review types of inquiries received, which ones we respond to vs. don’t, response time expectations, and when a ticket is ready to close.
Recommended next steps:
  1. Activate 30 noise-filter rules in Zoho (see Excel sheet “Noise & Spam Patterns”) — would auto-close/route ~2,275 tickets per YTD = ~65% inbox cleanup.
  2. Define SLA tiers (P0/P1/P2) for the 1,239 real inquiries. Today 23% close within 4h; 9% take >7 days.
  3. Close the 8 Crafty Delivers tickets stuck On Hold for 80–121 days — these distort backlog metrics.
  4. Decide owner per account: UNFI (202 tickets), Amazon (117), KEHE (76), PFG (46) — plus the new Zoho user being added today for Tamara.
Automation Roadmap 2026 Editable Gantt + Have/Need tracker per project
IT & Ops Initiatives — Live Project Tracker
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