Customer Operations Associate (Remote - EST/CST)

Our Customer is an American multinational beverage corporation headquartered in Atlanta, Georgia. Their many interests include the manufacturing, retailing, and marketing of nonalcoholic beverage concentrates and syrups. They are passionate about beverages around the world, with around 200 brands and 700,000+ employees across the company and bottling partners. They take deliberate action to nurture an inclusive culture that is grounded in their company purpose, to refresh the world and make a difference. They believe their culture is one of the reasons their company continues to thrive after 130+ years.

We are seeking a Customer Operations Associate on a contract basis who will support the Customer’s business needs. This role is 100% remote - EST/CST time zone.

This role is responsible for providing dedicated support for the internal sales/marketing teams, customers, and business partners by processing orders and inquiries from entry to delivery. The associate will research and resolve issues for internal/external clients and business partners using the order management systems based on established service level agreements.

Responsibilities:

• Serve as the single point of contact for customers by handling inbound phone calls and emails from customers and internal stakeholders
• Input and maintain accurate customer and order data in SAP IC and related systems
• Document customer issues, resolutions, and order activities accurately and completely
• Create and manage customer orders to meet requested arrival dates while minimizing cost to serve
• Work with sales teams, brokers, supply chain teams, warehouses, transportation providers, suppliers, and distributors to resolve customer and order-related issues
• Resolve transactional order issues from initiation through delivery
• Recommend systems and process improvements related to Product Order Management
• Assist Sales and Marketing teams with ad hoc projects, including product rollouts, market testing, and high-visibility marketing events
• Process and manage export orders and prepare required export documentation, including commercial invoices, container sheets, and pallet sheets
• Coordinate with freight and logistics partners to ensure successful order transmission and delivery
• Support inventory and order management activities for VIP and key customer accounts
• Provide operational support for product innovation testing and raw material coordination
• Analyze customer order trends and recommend process improvements to reduce recurring issues
• Monitor performance metrics and improve quality, speed, and operational capabilities
• Ensure customs and shipping documentation accuracy in coordination with brokers and warehouse personnel
• Manage communications and issue resolution for assigned customer accounts

Skills and Qualifications:

• High school diploma or GED equivalent required
• Undergraduate degree in Business Administration, Logistics, Supply Chain, or related field preferred
• Minimum of 1 year of experience in a customer-facing role
• Minimum of 1 year of call center experience
• Strong communication and interpersonal skills
• Strong customer service and relationship management skills
• Strong problem-solving and issue resolution skills
• Proficiency with SAP P40, SAP IC, Microsoft Excel, Microsoft Word, SharePoint, Salesforce, or similar systems
• Ability to manage multiple transactional tasks with strong attention to detail
• Ability to collaborate effectively with cross-functional teams and stakeholders
• Ability to analyze customer issues and recommend process improvements
• Strong organizational and time management skills

Preferred Qualifications:

• 3 years of experience in a customer-facing role
• 3 years of call center experience
• Experience managing customer issues and implementing system or process solutions
• Proven customer relationship management experience
• Proven operational and order management experience
• Experience supporting logistics, export operations, supply chain, or transportation functions
• Experience working with freight carriers and international shipping documentation

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements). Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.