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Customer Operations Associate

Company: Pernod Ricard USA
Location: White Plains
Posted on: June 8, 2021

Job Description:

Position Title: Customer Operations Associate

Location: White Plains, New York

Who are we?

Pernod Ricard USA is the premium spirits and wine company in the U.S. The company's leading spirits and wines include such prestigious brands as ABSOLUT Vodka, Chivas Regal Scotch Whisky, The Glenlivet Single Malt Scotch Whisky, Jameson Irish Whiskey, Malibu, Kahla Liqueur, Beefeater Gin, and Avin Tequila such superior wines as Jacob's Creek and Brancott Estate; and such exquisite champagnes and sparkling wines as Perrier-Jout Champagne, G.H. Mumm Champagne and Mumm Napa sparkling wines. Learn more about our history, values, strategies and organization by visiting us at http://www.pernod-ricard-usa.com/

Working at Pernod Ricard

Working for Pernod Ricard USA means working for the co-leader in the global wines and spirits industry - and having the opportunity to work with great people and great brands in diverse and challenging roles. Our success is the result of the passion and creativity of our people, our exceptional portfolio of leading premium brands, and a shared commitment to our values of entrepreneurship, mutual trust, and a strong sense of ethics. Pernod Ricard USA rewards both individual initiative and a spirit of collaboration, and encourages ongoing professional development. Pernod Ricard USA recognizes the importance of continuously building upon our diverse workforce and inclusive culture. We believe in championing an inclusive culture that embraces differences and encourages employees to challenge themselves and their colleagues.

Position Summary

The Customer Operations Associate (COA) is part of a geographically centered Customer Service Team who works across multiple business units, sales structures, and brand profiles. This position requires a highly organized and consumer centric individual who will be the single point-of-contact for distributors and will lead order management discrepancy and claims resolution. This role requires an individual who can effectively build and maintain positive relationships while providing a superior level of customer service to a defined constituency of key accounts. The successful candidate can work autonomously in a fast paced and deadline driven environment and has excellent analytical and critical thinking skills.

Major Responsibilities / Accountabilities

Responsible for receipt and processing of customer orders within lead times, ensuring that requested product meets order criteria and verifying exceptions or non-compliance issues with proper Pernod Ricard USA contacts. Inputs orders into Pernod Ricard USA system, makes order changes due to stock availability and/or customer requests, tracks orders, updates pricing, allocations and claims issues. The COA is relied upon for their high-level of problem solving and reasoning skills and their ability to take appropriate action to ensure prompt and complete customer satisfaction.

Uses strong decision-making and strategic thinking skills to autonomously to set up claims and execute credits and debits for shipment discrepancies and pricing issues. Establish returns, assist customers faulty stock, cancelled orders, and incorrect shipments. Process credits for unsaleable merchandise, miscellaneous adjustments, and transfer of inventory between distributors.

Provides timely updates to Pernod Ricard USA customer database, ensuring accurate contact and order history information.

Working with appropriate state and/or regional support personnel, ensures that customer relationships are maintained at the highest levels through accurate and timely sharing of pertinent client and/or market information.

Nature & Scope

This position works with all levels of employees in the company, as well as continual contacts with key customers and Pernod Ricard USA sales support personnel. Requires outstanding skills in all aspects of customer service, with additional competencies in billing, order processing, and supply chain distribution. This position has accountability for moderate resource expenditures and is responsible for customer satisfaction throughout the order management process. Decisions will impact customers as well as the entire organization, and errors may cause significant inefficiencies and/or expense to the organization

Key Competencies

  • Education: Requires Bachelor Degree, and good working knowledge of MS Office.
  • Not required but helpful to have experience in JD Edwards E1, OBI, Axis
  • Experience / Background: Requires 2-4 years of previous customer service, order management, billing, or logistics experience with industry exposure preferred. Individual must be organized, able to work independently and possess excellent decisions making, analytical and critical thinking skills. Must have a strong and demonstrable customer service ethic and be able to thrive in and contribute to a culture of continuous improvement and challenging the status quo. Must be able to deliver high quality results to a strict timetable within a fast paced environment.


Pernod Ricard USA offers competitive compensation, performance bonuses and domestic & international career development opportunities.

  • Pernod Ricard USA is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
  • Offers will be subject to United States local terms.

Job Posting End Date:

Target Hire Date:


Target End Date:

Keywords: Pernod Ricard USA, White Plains , Customer Operations Associate, Other , White Plains, New York

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