Global Customer Operations Specialist

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 for a(n) Global Customer Operations Specialist! We’re a team of farmers, thinkers, creators, and doers. Whatever your title, whatever your role — it always comes back to this: we’re a farmer-owned co-op where everyone rolls up their sleeves to get the job done. Three maverick farmers started it all — and we’ve been making our own way ever since.In this role, the Customer Operations Specialist supports the efficient execution of the order‑to‑cash cycle and ensures high quality service to customers and brokers. This role assists in managing customer relationships, interpreting customer requirements, resolving service issues, and supporting daily operational activities. The specialist collaborates with cross‑functional teams to maintain service levels, improve processes, and support business objectives. Additional responsibilities may include EDI monitoring, deductions coordination, transportation communication, and reporting.A Day in the Life...“Candidates must be authorized to work in the United States without restriction. This position is not eligible for visa sponsorship, and the company will not sponsor or support employment-based immigration petitions now or in the future.”Customer Operations & Relationship Management • 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 Analytics & Performance Management • 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. Collaboration & Cross Functional Alignment • 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. Customer Compliance & Continuous Improvement • 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).What We Are Looking For:Required • 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. Preferred • Familiarity with customer compliance requirements and retail service metrics. • Basic understanding of EDI processes and order to cash workflows.Education:Bachelor's or University Degree (Required)Work Experience:At least 1 Year of ExperienceAnnual Salary:$49,400 - $61,700The base salary range information above serves as a guideline of the position’s typical hiring range. We value and appreciate what makes you unique and will consider a variety of factors when determining an offer. These factors include, but are not limited to, your skills and experience, external and internal benchmarks, as well as overall company considerations. Certain positions may be eligible for short-term and long-term incentive rewards. We also offer a competitive and comprehensive benefits program that supports all aspects of your health and well-being.Benefits:Complete insurance package on Day-1 that includes a plethora of health and wellness programsHealth, Dental, and Vision insuranceHealth savings accountFlexible spending accountLife and accident insuranceEmployee assistance programTelehealth services1:1 health coachingSupportive benefits for all the stages of your life401(k) with up to 6% Company matching; additional potential discretionary match at year-endShort-Term Incentive/Performance bonusesFlexible scheduling optionsVacation pay, up to three weeks of time (pro-rated for your first year of employment)Holiday pay for 12 holidaysCareer development and growth opportunitiesTuition/Education assistance programsAccess to LinkedIn LearningScholarship programs for children of employeesParental leaveBright Horizons Family Solutions – Back-up care, tutoring, etc.Adoption assistanceBereavement leaveUp to $300 fitness reimbursementUp to $300 massage reimbursementEmployee appreciation eventsEmployee discountsCharitable givingWho We Are:You might have our iconic cranberry juice in your fridge or have gotten into heated holiday debate about what’s better - canned or fresh cranberry sauce. But did you know that the hardworking people growing the superfruit in our products are 700 family farmers that own our cooperative? They entrust us with what is most precious to them to create new and innovative products that will delight consumers and grow this beloved brand today and into the future.Team members, farmers, consumers and communities alike-we value what makes us unique and strive to connect our farms to families for a better life by living our values:Grower Mindset – We embrace our grower-owners innovative spirit and heritage through confidence, learning and focus on the future.Sustainable Results – Guided by purpose, we are focused on delivering results for our grower-owners.Integrity Above All – We are ethical, doing the right thing for our grower-owners, customers, consumers and each otherInclusive Teamwork – We build diverse and inclusive teams that strengthen our cooperative.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.For MA Applicants – It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. Any employer who violates this law shall be subject to criminal penalties and civil liability.