Women of the Vine & Spirits · 2 days ago
Customer Service Coordinator
Chicago, IL
Full-time
Onsite
Entry, Mid Level
$50K/yr - $60K/yr
2+ years expSuntory Global Spirits, a leading premium spirits company, is seeking a Customer Service Coordinator. This role involves supporting the customer supply chain through order management and collaboration with various teams to ensure a best-in-class customer experience.
Food & Beverages
Responsibilities
Supports Suntory Global Spirits NA Customer Supply Chain through customer interfacing, order management, and cross-functional collaboration to provide a best-in-class customer experience
Build and maintain relationships and collaborate across our Supply Chain to resolve order issues, complete requests timely and effectively, and identify opportunities for process improvement
Work directly with Distributor base, Commercial, Market Readiness, Plant Operations, GBS, IT, logistics, planning, and other relevant internal and external departments involved in the order to cash end to end process. Communicate clearly and effectively with cross-functional groups
Directs and manages EDI and Esker activity, investigate IDOC failures, supports testing for new applications or extension to new customers as it relates to the Order Processing for EDI and SAP
Manage the life cycle of domestic purchase orders. Ensure that both manual and EDI/Esker orders are accurately transmitted through to SAP, and the Distributors receive appropriate confirmation and communication
Participate in Distributor meetings and provide input to improve distributor communication and ordering process
Process order change requests, including item additions, expedites, and order cuts for all types of US orders
Respond to internal/external US inquiries
Support training of new team members and maintain updated SOPs as required
Process customer requests in accordance with our team SLAs, adhering to the established production lead-time. Advise customers of changes made to their orders and shipping details
Review orders from distributors, brokers, state alcohol boards, and company personnel. Independently alter orders as necessary according to brand registration, pallet and tier quantity, weight limitations, currently active products, and product availability to ensure compliance to company policies
Build out loads for deployment for large customers using analytic skills to sort requests by state addressing item availability, weight/pallet restrictions and customer specifications for delivery purposes
Review current order management processes, systems and make suggestions, identify, and recommend opportunities to create efficiencies within the Department. Monitor and address issues within Supply Chain and provide support to other team members, as appropriate
Resolve customer issues at the time of original order entry with the appropriate personnel, escalating to leadership if necessary. Notify customer of resolution
Investigate trends and distributor issues that impact the order management process, and drive efficiencies through problem solving
Responsible for reporting, analyzing, and identifying trends as pertaining to Order Management and team KPIs, proposing suggested improvement opportunities
Manage Direct Import order placement by adhering to appropriate lead times and dating of orders per OU/Co-packer, validate container capacity, follow through on any issues in getting order into systems, through to appropriate OU or Co-packer
Support high-touch specialized orders, including RTDs, new product launches, and high-NSV aged Japanese Whiskeys and Scotches
Participate in performance reviews with Team Manager, identifying knowledge and skill development needs
Support Center of Excellence (COE) or Supply Chain initiatives and new process implementations with awareness of impact to department
Qualification
Required
Two or more years in customer-facing roles; B2B order management experience a plus
Capable of working independently on daily work activity and miscellaneous assignments with ability to organize and prioritize workload and follow-up accordingly
Expresses ideas clearly, informs others effectively, practices attentive and active listening, and achieves mutual understanding through written and verbal communication
Demonstrates ability and willingness to work in a team environment and to accomplishing goals through cooperation
Proven ability to stay focused and multi-task in a fast-paced environment under the pressure of deadlines
Needs to be an effective communicator to both superiors and to peers and have a personality that works well to create a cooperative and synergistic atmosphere
Help build a mutually supportive and welcoming team environment, free from discrimination or harassment based on race or ethnicity, gender, sexual orientation, or any other harmful stereotypes
Proficiency in ERP (SAP a plus), CRM (Salesforce a plus), Office suite
Preferred
Bachelor's degree or equivalent experience
PowerBI knowledge a plus
Benefits
401K match
Profit sharing
Medical and wellness benefits
Company
Women of the Vine & Spirits
Women of the Vine & Spirits is the leading membership organization, worldwide, dedicated to boldly pushing the wine, beer and spirits industry toward a more diverse, equitable and inclusive era that empowers all to succeed.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Deborah Brenner
Founder & CEO
Company data provided by crunchbase