What are the responsibilities and job description for the Customer Operations Specialist position at The Boston Beer Company?
The Customer Operations Specialist is the Supply Chain contact for wholesalers, Division Director and Region Managers within his/her assigned division. The Customer Operations Specialist will proactively manage forecasts & inventory levels to support sales and brand initiatives within the division.
In conjunction with the Customer Operations Manager, the Customer Operations Specialist will assist in the creation of a team that functions in a highly proactive and solutions-oriented manner in order to drive high levels of customer satisfaction. This individual will support operational process improvement to increase efficiency and enables the team to increase level of support to customers
- Provide operational support for customers- answers to questions, solutions to problems
- Build trust and communicate effectively with both internal and external customers to instill confidence in The Customer Operations Team
- Establish relationships with customers and ensure satisfaction with response, response time, and any required follow up associated with requests
- Collaborate closely with customers to understand needs, translating those into accurate forecasts and inventory settings. Focus efforts to achieve customer satisfaction and support sales objectives
- Proactively identify issues through data analysis, respond with appropriate resolution, communicate to key stakeholders
- Collaborate with cross-functional departments (Finance, Pricing, Brand, Planning, etc.) as needed to support the customer experience
- Complete ad-hoc training for customer on systems and process, including Online Beer functionality
- In conjunction with the Customer Operations Manager, coach and develop team specialists
- Attend Division and Regional Sales Meetings
- Experience supporting a sales team
- Experience in a customer facing role
- Empathetic communicator, good listening, organizational and problem-solving skills
- Proven ability to prioritize multiple tasks of varying importance and urgency
- Ability to work independently, make sound business decisions without having the “whole picture”
- Excellent verbal & written communication skills; influential and professional
- Effective relationship manager; able to build relationships across teams
- Proficiency with Microsoft Office Suite
Preferred Qualifications
- Experience with SAP; Every Angle; and Power BI Experience supporting a sales organization
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Level: 7
In accordance with pay transparency laws the salary range for this role if hired is $50,000 – $106,000.00 annually based on location and the experience level of the candidate. In addition to base salary, this position is eligible for an annual discretionary bonus based on individual and company performance. Certain sales positions are also eligible for car allowance
- Tuition reimbursement Fertility/adoption support
- Free financial coaching
- Health & wellness program and discounts
- Professional development & training
- Free beer!
Salary : $50,000 - $106,000