Customer Service Coordinator

At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world. Suntory Global Spirits has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Suntory Global Spirits is a place where you can come Unleash your Spirit by making an impact each and every day.

What makes this a great opportunity?

At Suntory Global Spirits, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives.

The Customer Service Coordinator role is a great opportunity for both recent graduates beginning their supply chain journeys, and for seasoned B2B customer service professionals looking to upskill. This role works closely with our distributor partners, our production, planning and operations teams, and our commercial reps to ship our premium spirits across the US. Spirits is a core consumer staple, and Suntory's portfolio is aligned with Millennial and Gen-Z consumer preferences; it's also a genuinely interesting business with something new to learn every day.

Role 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.

• Works closely with Commercial, Operations, Process Management Team, Distributors, and Supply Chain Departments in relationship to Supply Chain Support.

• Two or more years in customer-facing roles; B2B order management experience a plus.
• Preferred Bachelor's degree or equivalent experience.
• 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. PowerBI knowledge a plus.