Global Customer Operations Analyst

Ocean Spray Cranberries • Lakeville, MA

1d • $49,400 - $61,700

About The Position

Ocean Spray is hiring for a Global Customer Operations Analyst. This role supports the efficient execution of the order-to-cash cycle and ensures high-quality service to customers and brokers. The analyst assists in managing customer relationships, interpreting customer requirements, resolving service issues, and supporting daily operational activities. The specialist collaborates with cross-functional teams to maintain service levels, improve processes, and support business objectives. Additional responsibilities may include EDI monitoring, deductions coordination, transportation communication, and reporting.

Requirements

• Candidates must be authorized to work in the United States without restriction. This position is not eligible for visa sponsorship, and the company will not sponsor or support employment-based immigration petitions now or in the future.
• Bachelor’s degree in a related field.
• 0–2 years of experience in customer operations, supply chain, or related field.
• Strong analytical and organizational skills.
• Proficiency in MS Office; working knowledge of ERP systems (SAP or similar).
• Attention to detail and ability to manage multiple priorities.
• Effective communication skills.

Nice To Haves

• Familiarity with customer compliance requirements and retail service metrics.
• Basic understanding of EDI processes and order to cash workflows.

Responsibilities

• Resolve customer order exceptions related to pricing, credit, systems, inventory, and transportation, following established processes and escalation paths.
• Monitor daily order flow and identify potential risks (pricing errors, shortages, delivery delays) and escalate issues appropriately.
• Support accurate and timely order acknowledgment, allocation, fulfillment, and invoicing activities.
• Maintain ongoing communication with customers, brokers, and internal teams regarding order status, inventory availability, and delivery timing.
• Assist in managing customer requirements related to product specifications, units of measure, EDI setup, and routing guides.
• Analyze customer service and order data to identify trends, exceptions, and performance gaps.
• Prepare daily, weekly, and monthly reports related to service performance, fill rates, OTIF, inventory status, and deductions.
• Provide data and insights to support customer service reviews and internal performance discussions.
• Participate in regular meetings with customers, brokers, and sales teams to review performance and resolve issues.
• Work with Supply Planning and Sales Strategy & Commercialization to communicate inventory risks and support mitigation plans.
• Coordinate with AR and Credit teams on deduction resolution, invoice discrepancies, and compliance requirements.
• Support Sales Operations with new account setup and collaborate with Data Governance to maintain accurate Customer Master Data.
• Assist Global Customer Operations in cross functional projects, including new product launches and innovation initiatives.
• Identify opportunities for improved processes or reduced exceptions and recommend ideas for improvement.
• Support retailer compliance programs, ensuring adherence to customer EDI requirements, routing guides, and service targets.
• Participate in root cause analysis for service failures and help develop corrective actions.
• Participate in system training, enhancements, and implementations (ERP & customer portals).

Benefits

• Complete insurance package on Day-1 that includes a plethora of health and wellness programs
• Health, Dental, and Vision insurance
• Health savings account
• Flexible spending account
• Life and accident insurance
• Employee assistance program
• Telehealth services
• 1:1 health coaching
• Supportive benefits for all the stages of your life
• 401(k) with up to 6% Company matching; additional potential discretionary match at year-end
• Short-Term Incentive/Performance bonuses
• Flexible scheduling options
• Vacation pay, up to three weeks of time (pro-rated for your first year of employment)
• Holiday pay for 12 holidays
• Career development and growth opportunities
• Tuition/Education assistance programs
• Access to LinkedIn Learning
• Scholarship programs for children of employees
• Parental leave
• Bright Horizons Family Solutions – Back-up care, tutoring, etc.
• Adoption assistance
• Bereavement leave
• Up to $300 fitness reimbursement
• Up to $300 massage reimbursement
• Employee appreciation events
• Employee discounts
• Charitable giving

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level