Call Support Associate

Campbell's; Town of Hanover (NY); Hybrid; USD 37,000 - 51,000; Full time

Benefits offered by this job

Health benefits on day one

401(k) matching

Paid time off

On-site fitness center

On-site day care

Volunteer donation matching

Job summary

Campbell's in Hanover, NY is seeking a customer support specialist to deliver timely responses to distributor partners and internal teams, manage order changes, and ensure accurate data in SAP-based systems.

You will collaborate across sales, operations, and plants, provide holiday coverage, and support night/day processes with a focus on urgency and quality. An Associate Degree or 2 years of related experience, plus strong Microsoft Office skills, is required.

Qualifications

• Associate degree or a minimum of 2 years of related experience.
• Strong attention to detail, organization, and ability to balance multiple tasks.
• Urgency, accuracy, and mental focus in a fast-paced environment.
• Proficiency with Microsoft Office, digital workflow systems, and SAP.
• Ability to communicate effectively, build comfort with customers, and deliver exceptional service.

Responsibilities

• Deliver timely, thorough responses to phone and email inquiries from IDPs, sales managers, and DSD operations personnel; maintain inquiry tracking.
• Process and support DSD plant or IDP setup changes.
• Initiate plant closes to ensure route orders process correctly, including accelerations as needed.
• Process special IDP orders in a database system.
• Audit transactions daily through integrity reports.
• Correct IDOC errors, interface errors, and open orders.
• Review and address shared email boxes and ServiceNow items daily.
• Test, support, and implement new systems and processing changes.
• Document all required work processes.
• Support independent distributors with order management, settlement, plant closes, call documentation, and issue escalation.
• Draft and submit IDP communications.
• Assist with order processing errors, product planning, cycle count changes, and nightly warehouse error reports.
• Build strong relationships across sales, operations, plants, and independent distributors.
• Provide holiday support and Saturday coverage as needed.
• Complete other job-related duties as assigned.

Skills

Attention to detail

Multitasking

Customer service

Communication skills

Organizational skills

Education

Associate degree or 2 years related experience

Tools

SAP

Microsoft Office

Digital workflow systems

Job description

Since 1869, we’ve connected people through food they love. We’re proud to be stewards of amazing brands that people trust. Our portfolio includes the iconic Campbell’s brand, as well as Cape Cod, Chunky, Goldfish, Kettle Brand, Lance, Late July, Pacific Foods, Pepperidge Farm, Prego, Pace, Rao’s Homemade, Snack Factory, Snyder’s of Hanover.Swanson, and V8.

Here, you will make a difference every day. You will be supported to build a rewarding career with opportunities to grow, innovate and inspire. Make history with us.

Why Campbell’s…

• Benefits begin on day one and include medical, dental, short and long-term disability, AD&D, and life insurance (for individual, families, and domestic partners).
• Employees are eligible for our matching 401(k) plan and can enroll on the first day of employment with immediate vesting.
• Campbell’s offers unlimited sick time along with paid time off and holiday pay.
• If in WHQ – free access to the fitness center. Access to on-site day care (operated by Bright Horizons) and company store.
• Giving back to the communities where our employees work and live is very important to Campbell’s. Our “Campbell’s Cares” program matches employee donations and/or volunteer activity up to $1,500 annually.
• Campbell’s has a variety of Employee Resource Groups (ERGs) to support employees.

HOW YOU WILL MAKE HISTORY HERE…

You’ll delivering amazing customer service through active listening, critical thinking, and genuine care for both customers and colleagues. You will thrive in an upbeat, fast‑paced environment where urgency, accuracy, and focus are essential. By consistently projecting a professional and positive image, embracing feedback, and committing to continuous learning and self‑improvement, you will strengthen our culture and elevate the support experience. You will take ownership of your work and communications while proudly representing Campbell’s Values in everything you do.

Work Schedule:

M - F 9am - 5pm (hybrid). In office Tuesday, Wednesday, Thursday (Hanover). Remote Monday and Friday (work from home).

WHAT YOU WILL DO…

• Deliver timely, thorough responses to phone and email inquiries from independent distributor partners (IDPs), sales managers, and DSD operations personnel; maintain inquiry tracking.

• Process and support DSD plant or IDP setup changes.

• Initiate plant closes to ensure route orders process correctly, including accelerations as needed.

• Process special IDP orders in a database system.

• Audit transactions daily through integrity reports.

• Correct IDOC errors, interface errors, and open orders.

• Review and address shared email boxes and ServiceNow items daily.

• Test, support, and implement new systems and process changes.

• Document all required work processes.

• Support independent distributors with order management, settlement, plant closes, call documentation, and issue escalation.

• Draft and submit IDP communications.

• Assist with order processing errors, product planning, cycle count changes, and nightly warehouse error reports.

• Build strong relationships across sales, operations, plants, and independent distributors.

• Provide holiday support and Saturday coverage as needed.

• Complete other job‑related duties as assigned.

WHO YOU WILL WORK WITH…

• Independent Distributor Partners (IDPs) and distributor support teams.

• Sales managers, DSD operations personnel, and cross‑functional sales and operations teams.

• Plant teams, particularly for SAP process support.

WHAT YOU BRING TO THE TABLE… (MUST HAVE)

• Associate Degree or a minimum of 2 years of related experience.

• Strong attention to detail, organization, and ability to balance multiple tasks.

• Urgency, accuracy, and mental focus in a fast‑paced environment.

• Proficiency with Microsoft Office, digital workflow systems, and database management systems (e.g., SAP).

• Ability to communicate effectively, build comfort with customers, and deliver exceptional service.

• Professionalism, ownership, team focus, and a commitment to continuous learning.

• Ability to sit for extended periods, use a phone and computer, and occasionally lift up to 25 lbs.

IT WOULD BE GREAT IF YOU HAVE… (NICE TO HAVE)

• Experience supporting DSD operations or working with independent distributors.

• Familiarity with IDOC troubleshooting, integrity reporting, and order management systems.

• Experience drafting communications or supporting system implementations.

• Experience providing cross‑functional operational support in a CPG or distribution environment.

• Ability to speak/understand Spanish

Compensation and Benefits:

The target base salary range for this full-time, salaried position is between

$37,000-$50,900

Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of employment. Please ask your Talent Acquisition Partner for more information about our total rewards package.

The Company is committed to providing equal opportunity for employees and qualified applicants in all aspects of the employment relationship, including consideration for employment, without regard to race, color, sex, sexual orientation, gender identity, national origin, citizenship, marital status, protected veteran status, disability, age, religion, or any other classification protected by law.