[Hiring] Global Customer Operations Specialist @Ocean Spray Cranberries

Role Description

In this role, the Customer Operations Specialist supports the efficient execution of the order‑to‑cash cycle and ensures high quality service to customers and brokers. This role assists in managing customer relationships, interpreting customer requirements, resolving service issues, and supporting daily operational activities. The specialist collaborates with cross‑functional teams to maintain service levels, improve processes, and support business objectives. Additional responsibilities may include EDI monitoring, deductions coordination, transportation communication, and reporting.

A Day in the Life...

Customer Operations & Relationship Management

• Resolve customer order exceptions related to pricing, credit, systems, inventory, and transportation, following established processes and escalation paths.
• Monitor daily order flow and identify potential risks (pricing errors, shortages, delivery delays) and escalate issues appropriately.
• Support accurate and timely order acknowledgment, allocation, fulfillment, and invoicing activities.
• Maintain ongoing communication with customers, brokers, and internal teams regarding order status, inventory availability, and delivery timing.
• Assist in managing customer requirements related to product specifications, units of measure, EDI setup, and routing guides.
• Assist in managing customer requirements related to pricing and freight modes.

Analytics & Performance Management

• Analyze customer service and order data to identify trends, exceptions, and performance gaps.
• Prepare daily, weekly, and monthly reports related to service performance, fill rates, OTIF, inventory status, and deductions.
• Provide data and insights to support customer service reviews and internal performance discussions.

Collaboration & Cross Functional Alignment

• Participate in regular meetings with customers, brokers, and sales teams to review performance and resolve issues.
• Work with Supply Planning and Sales Strategy & Commercialization to communicate inventory risks and support mitigation plans.
• Coordinate with AR and Credit teams on deduction resolution, invoice discrepancies, and compliance requirements.
• Support Sales Operations with new account setup and collaborate with Data Governance to maintain accurate Customer Master Data.
• Assist Global Customer Operations in cross functional projects, including new product launches and innovation initiatives.

Customer Compliance & Continuous Improvement

• Identify opportunities for improved processes or reduced exceptions and recommend ideas for improvement.
• Support retailer compliance programs, ensuring adherence to customer EDI requirements, routing guides, and service targets.
• Participate in root cause analysis for service failures and help develop corrective actions.
• Participate in system training, enhancements, and implementations (ERP & customer portals).

Qualifications

• Bachelor’s degree in a related field.
• 0–2 years of experience in customer operations, supply chain, or related field.
• Strong analytical and organizational skills.
• Proficiency in MS Office; working knowledge of ERP systems (SAP or similar).
• Attention to detail and ability to manage multiple priorities.
• Effective communication skills.

Requirements

• Familiarity with customer compliance requirements and retail service metrics.
• Basic understanding of EDI processes and order to cash workflows.

Benefits

• Complete insurance package on Day-1 that includes a plethora of health and wellness programs.
• Health, Dental and Vision insurance.
• Health savings account.
• Flexible spending account.
• Life and accident insurance.
• Employee assistance program.
• Telehealth services.
• 1:1 health coaching.
• Supportive benefits for all the stages of your life.
• 401(k) with up to 6% Company matching; additional potential discretionary match at year-end.
• Short-Term Incentive/Performance bonuses.
• Flexible scheduling options.
• Vacation pay, up to three weeks of time (pro-rated for your first year of employment).
• Holiday pay for 12 holidays.
• Career development and growth opportunities.
• Tuition/Education assistance programs.
• Access to LinkedIn Learning.
• Scholarship programs for children of employees.
• Parental leave.
• Bright Horizons Family Solutions – Back-up care, tutoring, etc.
• Adoption assistance.
• Bereavement leave.
• Up to $300 fitness reimbursement.
• Up to $300 massage reimbursement.
• Employee appreciation events.
• Employee discounts.
• Charitable giving.