Customer Operations Associate

Position Summary The Customer Operations Associate (COA) is a key member of the Customer Operations and Supply Chain Teams, serving as the single point-of-contact for distributors and driving excellence in order management, claims resolution, and customer experience. The COA role combines strong customer service and order fulfillment expertise with advanced digital and analytical capabilities. This role requires individuals who are extremely consumer-centric, highly organized, and digitally fluent, able to process orders and resolve discrepancies while also ensuring accuracy in Electronic Data Interchange (EDI) transmissions and supporting continuous process improvement. The COA must be comfortable working autonomously in a fast-paced, deadline-driven environment while proactively identifying opportunities to streamline workflows and improve system reliability. Major Responsibilities / Accountabilities Order & Claims Management Receive and process customer orders within lead times, ensuring accuracy and compliance with criteria. Input orders, make order adjustments due to stock availability or customer requests, and monitor order progress. Use strong problem-solving skills to process claims, execute credits/debits, and manage returns for faulty stock, canceled orders, or shipment discrepancies. Process adjustments for unsaleable merchandise and transfer of inventory between distributors. EDI & Systems Support Manage and verify daily EDI transmissions on customer orders, ensuring data integrity (e.g., SCC codes, pricing, allocations). Monitor, log, and troubleshoot EDI variances; elevate to IT or internal teams as necessary. Support onboarding and testing of new customer EDI setups. Provide reporting and insights related to order quality, transmission accuracy, and claims activity. Customer & Stakeholder Communication Serve as the central point of communication for assigned accounts, ensuring that all order, claims, and quality-related issues are tracked, reported, and resolved in a timely manner. Provide commercial support by partnering with S&OP, Commercial, Marketing, and Finance teams to align customer needs with business priorities. Consolidate and route complaints and quality issues to the appropriate internal group while keeping customers updated on resolution status. Collaborate with internal teams (Supply Planning, Logistics, Tech, S&OP, Finance) to ensure transparency, accuracy, and speed of information flow. Build and maintain strong external distributor relationships through clear, proactive, and professional communication. Process & Data Improvement Participate in continuous improvement initiatives to simplify processes, reduce manual touches, improve efficiencies, and enhance system utilization. Identify and recommend enhancements to order management, EDI workflows, and claims processes. Maintain accurate and timely updates to the customer database and order history. Nature & Scope This role works closely with internal teams across supply chain, IT, Finance, and Commercial, as well as external distributors and trading partners. The COA is expected to be proactive, data-driven, and process-oriented, with a strong customer service ethos. Key Competencies & Qualifications Education Undergraduate degree in Business, Logistics or Supply Chain, Finance, Business Analytics, or related field preferred. Experience / Qualification 35 years of experience in customer service, order management, logistics, or supply chain roles, preferably in the beverage or consumer goods industry. Experience with EDI order processing and troubleshooting preferred. Proven ability to deliver accurate results under tight deadlines in a fast-paced environment. Exceptional analytical, problem?solving, and critical thinking skills, with strong attention to detail. Digitally savvy, with advanced MS Word, MS Excel, and MS Outlook skills required; experience with JD Edwards E1, Power BI, Hubble, MS PowerPoint an asset. Excellent organizational and time-management skills, able to prioritize effectively and seek help if overwhelmed. Customer-centric mindset with strong communication skills (both verbal and written). Self-starter, capable of working independently while thriving in a collaborative, team-based environment. Continuous improvement orientation, with the ability to challenge the status quo and contribute to process and system enhancements. Working Conditions & Travel Hybrid (3 days in-office per week required). Minimal travel required. When you join Pernod Ricard, youll experience a workplace that is rich in heritage, driven by our iconic brands and a long-standing commitment to sustainability, safety, and giving back to the people and communities where we work. We know that happiness at work starts with that feeling of belonging you get from an inclusive culture where being uniquely you is celebrated. Our values are lived, they drive our behaviors, and its what brings our culture to life. Our work philosophy celebrates the magic of human connection with the flexibility needed to provide ones most meaningful contribution. We offer a flexible work policy, with most of our positions offering a hybrid option with flexibility to work remotely 2 days a week. As a global employer, we understand that not everyones working hours are the same, and we empower our employees to work the hours that make the most sense for them and their teams schedules. We offer employees great benefits and perks to toast to a life filled with support. Check out PRUSABenefits.com for details. Pernod Ricard USA is an Equal Opportunity Employer. It employs qualified individuals based solely on ability, training, and experience, and does not and will not, discriminate for or against any employee or applicant for employment or promotion based upon actual or perceived race, color, religion, sex, age, disability, national origin, citizenship, marital status, sexual orientation, gender identity, genetic information, military service or any other classification protected by law. Offers will be subject to United States local terms. Pernod Ricard USA is committed to the full inclusion of all qualified individuals. As part of this commitment, Pernod Ricard USA will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. To request reasonable accommodation during the application process, contact us at PR_NA_TalentAcquisition@pernod-ricard.com. Job Posting End Date: Target Hire Date: 2025-12-30 Target End Date: #J-18808-Ljbffr