Global Customer Operations Architect

Ocean Spray; Middleborough (MA); On-site; USD 49,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Tuition/Education assistance

Vacation pay

Holiday pay

Parental leave

Employee discounts

Job summary

Ocean Spray is hiring a Global Customer Operations Specialist in Massachusetts to support efficient order-to-cash processes and maintain high service levels for customers and brokers. You will analyze orders, resolve issues, and collaborate with cross-functional teams on improvements.

The role covers EDI, deductions, inventory, and reporting, with a focus on accurate master data and timely communication with stakeholders. Requires US work authorization and 0–2 years of relevant experience.

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.

Responsibilities

• 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.
• 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.
• 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.
• 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).

Skills

Analytical skills

Organizational skills

Attention to detail

Communication skills

MS Office proficiency

Education

Bachelor's degree in related field

Tools

SAP ERP

Job description

Ocean Spray is hiring a Global Customer Operations Specialist in Massachusetts to support efficient order-to-cash processes and maintain high service levels for customers and brokers. You will analyze orders, resolve issues, and collaborate with cross-functional teams on improvements.

The role covers EDI, deductions, inventory, and reporting, with a focus on accurate master data and timely communication with stakeholders. Requires US work authorization and 0–2 years of relevant experience.