Customer Service & Account Operations Specialist

Carter Murray; New York (NY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Carter Murray is seeking a Customer Service & Account Operations Specialist to support distributor accounts, manage complex order fulfilment, and liaise between customers, sales, logistics, and operations.

The role blends account management, inventory analysis, order management, and logistics coordination to deliver superior service across distributor networks.

Qualifications

• Experience in beverage distribution or wholesale beverage operations.
• Experience supporting distributors, suppliers, retailers, or on/off-premise accounts.
• Strong background in customer service, account management, or sales operations.
• Experience with ERP systems such as Microsoft Business Central, Microsoft Dynamics, NetSuite, SAP, or Oracle.
• Knowledge of inventory management and multi-warehouse environments.
• Excellent written and verbal communication skills.

Responsibilities

• Manage distributor and customer relationships across territories and accounts.
• Process and oversee high-volume orders using ERP systems.
• Review inventory availability and identify solutions across multiple warehouse locations.
• Coordinate with sales, logistics, compliance, and operations teams for order fulfilment.
• Monitor product allocations and support customer programmes and placements.
• Investigate inventory shortages, fulfilment issues, and delivery delays.
• Maintain pricing, customer records, and order accuracy.
• Manage returns, claims, and issue resolution with professionalism and urgency.
• Support continuous improvement initiatives across customer service and operations.

Skills

Customer service

Account management

Order management

Sales operations

Analytical

Communication

Problem-solving

Tools

Microsoft Business Central

Microsoft Dynamics

NetSuite

SAP

Oracle

Job description

Customer Service & Account Operations Specialist

Our client, a leading importer and distributor within the beverage industry, is seeking a Customer Service & Account Operations Specialist to support distributor accounts, manage complex order fulfilment processes, and act as a key liaison between customers, sales teams, logistics, and operations.

This is not a traditional customer service role. The successful candidate will combine account management, inventory analysis, order management, logistics coordination, and problem-solving to ensure exceptional service across distributor networks.

Key Responsibilities

• Manage distributor and customer relationships across assigned territories and accounts.
• Process and oversee high-volume orders using ERP systems.
• Review inventory availability and identify solutions across multiple warehouse locations.
• Coordinate with sales, logistics, compliance, and operations teams to ensure successful order fulfilment.
• Monitor product allocations and support key customer programmes and placements.
• Investigate inventory shortages, fulfilment issues, delivery delays, and customer concerns.
• Maintain pricing information, customer records, and order accuracy.
• Manage returns, claims, and issue resolution with professionalism and urgency.
• Support continuous improvement initiatives across customer service and operations.

Required Experience

• Beverage industry experience is required, ideally within wine, spirits, beer, beverage distribution, alcohol importing, or wholesale beverage operations.
• Experience supporting distributors, suppliers, retailers, or on/off-premise accounts.
• Strong background in customer service, account management, order management, or sales operations.
• Experience working with ERP systems such as Microsoft Business Central, Microsoft Dynamics, NetSuite, SAP, or Oracle.
• Knowledge of inventory management, order fulfilment, and multi-warehouse environments.
• Strong analytical, organisational, and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Backgrounds

• Wine importer or distributor
• Spirits importer or distributor
• Beverage wholesaler
• Premium consumer goods distribution

What We're Looking For

The ideal candidate is naturally curious and proactive. Rather than simply reporting issues, they investigate root causes, identify solutions, and understand the commercial impact of operational decisions.

You will thrive in this role if you enjoy:

• Building relationships with distributor partners
• Solving inventory and fulfilment challenges
• Working across customer service, logistics, compliance, and sales teams
• Taking ownership of issues through to resolution
• Operating in a fast-paced, detail-oriented environment

Why Apply?

• Join a respected and growing beverage organisation.
• Diverse role combining customer service, operations, logistics, and account management.
• Exposure to inventory planning, distributor management, and commercial operations.
• Hybrid flexibility following successful onboarding.
• Collaborative and team-oriented culture.