Job Description

Customer Service Representative

Join our dynamic team as Customer Service Representative, where you'll play a pivotal role in driving customer satisfaction with our CPG customers. Reporting directly to the CPG Manager of Customer Service, you'll ensure seamless order execution, timely deliveries, and robust revenue generation for the company. If you're a proactive problem-solver with a passion for operational excellence and experience in the fast-paced world of CPG, we want to hear from you!

What You'll Do (A Day in the Life):

• Build and maintain strong partnerships with internal cross-functional teams as well as external partnerships with our customers.
• Own the end-to-end purchase order execution process (O2C), ensuring timely and accurate delivery while meeting customer expectations and compliance requirements.
• Act as the main point of contact for sales operational customer needs, balancing customer satisfaction with internal efficiency.
• Investigate and resolve customer-related issues, identifying root causes and developing scalable solutions to prevent future disruptions.
• Participate in daily operations calls focused on EDI, pricing, and delivery issues.
• Monitor and maintain high levels of quality, accuracy, and consistency in CPG sales operations processes.
• Work as a team with the Supply Chain Compliance team & Customer Replenishment team ensuring any customer issues are addressed proactively and root cause analysis prevents issues from reoccurring.

Key Responsibilities:

• Act as the operational lead for our customers, managing the entire order lifecyclefrom EDI order receipt to invoicing.
• Maintain a deep understanding of CPG sales operations best practices, ensuring compliance with customer requirements (e.g., on-time delivery, case-fill rates, OTIF metrics).
• Collaborate with Fulfillment and Shipping teams to prioritize and resolve issues, ensuring operational efficiency and minimal disruptions.
• Provide customers with regular updates on order and shipment statuses while troubleshooting logistics issues to maintain strong service levels.
• Organize and update customer-specific SOPs, routing guides, and compliance documentation on SharePoint.
• Coordinate with Freight Brokers and/or consolidators.
• Monitor and improve adherence to retailer scorecard metrics (e.g., OTIF, fulfillment accuracy, and invoice compliance).

What You Bring (Qualifications):

• 23 years of experience in Sales Operations, Supply Chain, or Sales Planning within the Food & Beverage, CPG, or Retail industries.
• Bachelor's degree
• In-depth understanding of CPG Sales Operations processes, including order management, EDI workflows, and retailer compliance standards.
• Proficiency in Microsoft PowerPoint, Excel, SharePoint, and Outlook.
• Strong communication and relationship-building skills with internal and external stakeholders.
• Proven ability to manage and prioritize tasks in a fast-paced, high-pressure environment.
• Attention to detail and a proactive approach to identifying and solving operational issues.
• Self-starter mindset with creative problem-solving abilities and a focus on continuous improvement.

Preferred Skills (Nice to Have):

• Experience managing CPG retailer portals (e.g., Amazon Vendor Central, HEB Supplier Portal).
• Familiarity with retailer compliance requirements, such as OTIF, case-fill rates, and deduction management.
• Familiarity with ERP tools (Microsoft D365 preferred), Power BI, Zendesk, SPS Commerce, and Smartsheet.
• Advanced Microsoft Excel skills, including VLOOKUP, pivot tables, and retail math.
• Tech savvy, or willingness to learn.

This description outlines the role's essential functions but may evolve with business needs.

What We Offer: We're proud to offer a comprehensive package for full-time employees, including but not limited to:

• Recharge Time Paid vacation, holidays, and sick days.
• Health & Wellness Medical, dental, and vision coverage.
• Future You 401(k) plan with generous match program to help you save.
• Peace of Mind Life insurance, disability, and options for HSAs and FSAs.
• Everyday Perks Free coffee, fresh baked goods, and discounts.
• Growth & Support Career development and an Employee Assistance Program when you need it.

The target annual base salary range for this position is $66,000 $75,000. The actual base salary offered will depend on a variety of factors, including the applicant's qualifications, years of relevant experience, specific and unique skills, level of education, certifications or licenses, other legitimate non-discriminatory business factors, and the geographic location of the role. In addition to base pay, individuals in this position may also be eligible to earn bonuses.

At Peet's, we believe in creating an inclusive workplace where everyone feels welcome. We are proud to be an Equal Opportunity Employer. We welcome qualified applicants of all backgrounds and do not discriminate based on race, color, creed, religion, gender, age, marital status, national origin, sexual orientation, gender identity, citizenship status, disability, genetic information, uniform service, veteran status, or any other category protected under federal, state, or local laws. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local ordinances. Peet's is also committed to providing reasonable accommodation to job applicants with disabilities throughout the hiring process. If you need assistance or accommodation, please contact employeerelations@peets.com.

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