Customer Operations Associate

Hybrid Position in NYC 1 block from Grand Central, newly renovated offices

Careers that unlock the magic of human connection!

The Customer Operations Associate (COA) is part of a geographically centered Customer Service Team who works across multiple business units, sales structures, and brand profiles. This position requires a highly organized and consumer centric individual who will be the single point-of-contact for distributors and will lead order management discrepancy and claims resolution. This role requires an individual who can effectively build and maintain positive relationships while providing a superior level of customer service to a defined constituency of key accounts. The successful candidate can work autonomously in a fast paced and deadline driven environment and has excellent analytical and critical thinking skills.

Key Competencies & Qualifications

- Education:

• Undergraduate degree in Business, Logistics or Supply Chain, Finance, Business Analytics or related field required.

- Experience / Qualification:

• 2-4 years of previous customer service, order management, billing, or logistics experience. Experience in the Alcohol beverage industry preferred.
• Strong and demonstrable customer service mindset.
• Proven ability to deliver high quality results to a strict timetable within a fast paced environment.
• Excellent decisions making, analytical and critical thinking skills.
• Able to thrive in and contribute to a culture of continuous improvement and challenging the status quo.
• Ability to work independently.
• Excellent organization skills.
• Strong working knowledge of MS Office. Experience in JD Edwards E1, OBI, Axis is an asset.

Major Responsibilities / Accountabilities

Responsible for receipt and processing of customer orders within lead times, ensuring that requested product meets order criteria and verifying exceptions or non-compliance issues with proper Pernod Ricard USA contacts.  Inputs orders into Pernod Ricard USA system, makes order changes due to stock availability and/or customer requests, tracks orders, updates pricing, allocations and claims issues. The COA is relied upon for their high-level of problem solving and reasoning skills and their ability to take appropriate action to ensure prompt and complete customer satisfaction.

Uses strong decision-making and critical thinking skills to autonomously to process claims and execute credits and debits for shipment discrepancies and pricing issues. Establish returns, assist customers faulty stock, cancelled orders, and incorrect shipments.  Process credits for unsaleable merchandise, miscellaneous adjustments, and transfer of inventory between distributors.

Provides timely updates to Pernod Ricard USA customer database, ensuring accurate contact and order history information.

Working with appropriate state and/or regional support personnel, ensures that customer relationships are maintained at the highest levels through accurate and timely sharing of pertinent client and/or market information.

Nature & Scope

This position works with all levels of employees in the company, as well as continual contacts with key customers and Pernod Ricard USA sales support personnel.  Requires outstanding skills in all aspects of customer service, with additional competencies in billing, order processing, and supply chain distribution. This position is responsible for customer satisfaction throughout the order management process. Decisions will impact customers as well as the entire organization, and errors may cause significant inefficiencies and/or expense to the organization

Ready to work with spirit?

Who we are 

Pernod Ricard is a global premium spirits and wine company. We’re the team behind leading brands such as ABSOLUT® Vodka, Jameson® Irish Whiskey, Malibu®, Kahlúa® Liqueur, Beefeater® Gin, and Avión™ Tequila, as well as many more superior wines and exquisite champagnes! 

Working at Pernod Ricard is all about igniting conviviality in that all that we do. Derived from the French word, convivialité…it means human connection, authenticity, friendly, and jovial. Conviviality is energy and spirit with a splash of je ne sais quoi and is a core philosophy around how we live and work at Pernod Ricard. Here, we are team players, dream makers, trailblazers, movers and (cocktail) shakers. We have a passion for living life to the fullest, making a new friend every day, and realizing our potential as people and as a business! 

The salary range for this role, based in New York is $65,000.00 to $89,400.00, range will vary if outside of this location.  Base salaries are determined during our interview process, by assessing a candidate’s experience, skills against