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Customer Operations Associate

Concord, MA
  • Expired: October 26, 2020. Applications are no longer accepted.

When people think of Welch's, they think of our great tasting juice and jelly and a trusted, iconic brand. People also think we are a big company. We're not. We're a co-operative, owned by the family farmers who grow our delicious and nutritious grapes. Our work allows our farmers to maintain an agricultural way of life, send their children to college, and hand their farm down to the next generation as was done for over 150 years.

At Welch's you'll find people who are genuine and talented, and a collaborative community. We think like farmers - we're agile, we're resilient, and we're passionate about our grapes and our brand. We're real and honest people with a shared purpose. And we're building a team that's playing to win and daring to try new things.

We're looking for a Customer Operations Associate to be responsible for the management of the customer relationship as it pertains to ordering Welch's products, including domestic order management functions, entering, reviewing, and booking orders accordingly. This person will be integral in identifying process improvements and making recommendations for order and processing, while working closely with Customers, Brokers, Field Sales, Transportation and Warehouse teams.

What You'll Do:

  • Enter and/or, Review and Book orders for Welch's Customers
  • Transition customers to automated ordering
  • Review orders for inventory availability and communicate with Associates, Demand Planning and Forecasting teams accordingly
  • Process change orders, product/date changes as needed
  • Process credit, rebills and invoice only orders as needed to adjust inventory and sales for shortages for overages of orders
  • Process Sample orders if/as appropriate
  • Collaborate effectively with Co-manufacturing, Warehouse, and Transportation Teams
  • Communicate professionally and effectively with Customers, Brokers, Sales, Marketing, Finance or others in managing customers and satisfying their needs
  • Provides customers with helpful information and specialized assistance on a routine basis to maintain superior quality and establish and maintain partnerships and relationships.
  • Process Returns for assigned Customers/Territories
  • Collect and maintain requirements/expectations/fees for key customers
  • Identify and recommend opportunities for improvement/efficiency gains

Who You Are:

  • Active participant in the development and accomplishment of company-focused goals
  • Keeps team members and other functions (i.e. Sales and Marketing) appropriately informed of special situations, needs, or problems and recommends course of action to resolve
  • Adapts quickly to a changing environment, new information, insights, trends and encourages others to do the same
  • Seeks to learn what a customer is striving to achieve in terms of customer service (e.g. on-time delivery, case fill) and works to provide it. Document and maintain a record of requirements for key accounts.
  • Maximizes the use of all available computer software programs, reporting tools, and other resources
  • Has a working knowledge of Welch's competitive products and industry knowledge
  • Promotes and fosters a positive environment by building and maintaining relationships with customers at the order management level
  • Has comfort level interacting with all levels of management, internally and externally.
  • Keeps others informed about issues that are important about the business the order management team and individual's jobs
  • Uses judgment in interpreting policies and procedures to accommodate customers' requirements (e.g. recognizes value of retaining existing customers).
  • Challenges the status quo by questioning standard practices, identifying barriers, and developing new and better ways to do things ensuring continuous improvement
  • Proactively identifies problems or areas of concern that should be addressed to improve service and customer satisfaction levels.

What You'll Need:

  • 3-5 years of previous business experience, preferably in a customer service/relationship management environment
  • High school diploma or equivalent; Associate or Bachelor's degree is preferred
  • Excel skills required
  • Prior experience with order management
  • Prior experience with transportation management is a plus
  • Consumer packaged goods (CPG) industry experience is preferred
  • Oracle Systems experience is a plus

What You'll Enjoy:

  • Collaborative colleagues working together to deliver results.
  • Flexible work schedules
  • Robust health benefits, and paid time off programs
  • Generous 401k plan with annual company match
  • Discounts on Welch's products

Welch's believes diversity makes good business sense and we take pride in being an Equal Opportunity Employer: Minority/Female/Disability/Protected Veteran

Employment Type: FULL_TIME



Concord, MA
01742 USA



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