Customer Operations Specialist

Post Consumer Brands - Lakeville, MN

Full-time - Entry Level

Lakeville, MN

251-500 employees

Food Manufacturing

About the position

Post Consumer Brands, headquartered in Lakeville, Minnesota, is a leading provider of delicious food choices for consumers and their pets. The company is known for its iconic brands such as Honey Bunches of Oats®, PEBBLES®, Grape-Nuts®, and Peter Pan® peanut butter, as well as Rachael Ray® Nutrish® and Kibbles ‘n Bits® pet food. The Customer Operations Specialist role is crucial in maintaining the company's commitment to high standards of quality and customer satisfaction. This position serves as a single point of contact for customers regarding order management, acting as a liaison between the customer and various internal departments. The specialist will be responsible for building customer loyalty by managing incoming calls and emails, entering and managing orders, answering inquiries, resolving issues, and advising customers on stock availability and delivery schedules. In this role, the Customer Operations Specialist will manage customer orders using the JD Edwards ERP system, process EDI orders, and ensure that all orders meet Post Consumer Brands' guidelines. Timely resolution of order issues is essential to meet customer delivery dates. The specialist will also maintain and enhance relationships with customers by serving as the primary contact for all order fulfillment matters. This includes communicating with internal partners such as Sales, Supply, Warehousing, and Transportation to address potential service risks and opportunities. Additionally, the specialist will collaborate with Accounts Receivable to understand customer deductions and work with Credit to ensure orders are released from credit holds in a timely manner. The role requires a proactive approach to problem-solving, including root cause analysis of service failures and implementing corrective actions. The specialist will document standard work practices within the Customer Operations department and continuously seek opportunities for process improvement. This position is ideal for individuals who are passionate about customer service and eager to contribute to a team that values diverse perspectives and ideas.

Responsibilities

• Manage customer orders in JD Edwards (ERP system).
• Process EDI orders or enter orders manually into the system.
• Validate orders meet Post Consumer Brands order guidelines and ensure pricing and promotions are correct by partnering across internal departments and with the customer.
• Timely resolution of any order issues to meet customer's requested delivery date.
• Maintain and enhance the relationship between Post Consumer Brands and the customer by serving as the point of contact for all matters related to order fulfillment.
• Communicate with customers and internal partners regarding potential service risks and other issues.
• Partner with Accounts Receivable to understand customer deductions to reduce fines and fees.
• Collaborate with Credit to ensure orders are released from credit hold in time to support customer request dates.
• Provide root cause analysis on systemic service failures and implement corrective actions.
• Enter Credit/Debit memos to ensure customers are accurately charged for products.
• Identify and participate in problem-solving activities to improve supply chain processes.
• Document standard work practices within the Customer Operations department and seek opportunities for enhancement.
• Lead and/or participate in tracking cost-savings projects.

Requirements

• Bachelor's degree preferred in Supply Chain, Business, or related field.
• 1-3 years of experience in a Customer Operations or Sales role, preferably in a manufacturing environment.
• Strong communication skills, both written and oral, with the ability to de-escalate situations as needed.
• Ability to manage conflict and multiple competing priorities effectively.
• Solid knowledge of Supply Chain, Customer Order Fulfillment, Logistics, and Sales Functions.
• Ability to work in a team environment and provide backup for others.
• Proficient in Microsoft Office Suite.

Nice-to-haves

• Experience with EDI systems.
• Familiarity with JD Edwards ERP system.
• Previous experience in the grocery or food manufacturing industry.

Benefits

• Competitive salary range of $52.3K - $66.2K per year.
• Opportunities for professional development and career growth.
• Collaborative work environment with a focus on team success.