• Customer Operations
  • Concord, MA, USA
  • Full Time


We're not just about grapes. Our bold ambition is to be the leading company of convenient, good for you, fruit-based food and beverage globally. To make this happen, we need talented, agile and innovative people who want to help us grow something special together.

Our culture is authentic, and we are building an inclusive environment where you belong and can be the best version of yourself. If you're passionate about achieving goals, trying new things and making an impact every day, we want to hear from you!

We're looking for a Customer Operations Associate to be responsible for the management of the customer relationship as it pertains to ordering Welch's products, including domestic order management functions, entering, reviewing, and booking orders accordingly. This person will be integral in identifying process improvements and making recommendations for order and processing, while working closely with Customers, Brokers, Field Sales, Transportation and Warehouse teams.

• Enter and/or, Review and Book orders for Welch's Customers
• Transition customers to automated ordering
• Review orders for inventory availability and communicate with Associates, Demand Planning and Forecasting teams accordingly
• Process change orders, product/date changes as needed
• Process credit, rebills and invoice only orders as needed to adjust inventory and sales for shortages for overages of orders
• Process Sample orders if/as appropriate
• Collaborate effectively with Co-manufacturing, Warehouse, and Transportation Teams
• Communicate professionally and effectively with Customers, Brokers, Sales, Marketing, Finance or others in managing customers and satisfying their needs
• Provides customers with helpful information and specialized assistance on a routine basis to maintain superior quality and establish and maintain partnerships and relationships.
• Process Returns for assigned Customers/Territories
• Collect and maintain requirements/expectations/fees for key customers
• Identify and recommend opportunities for improvement/efficiency gains

• Active participant in the development and accomplishment of company-focused goals
• Keeps team members and other functions (i.e. Sales and Marketing) appropriately informed of special situations, needs, or problems and recommends course of action to resolve
• Adapts quickly to a changing environment, new information, insights, trends and encourages others to do the same
• Seeks to learn what a customer is striving to achieve in terms of customer service (e.g. on-time delivery, case fill) and works to provide it. Document and maintain a record of requirements for key accounts.
• Maximizes the use of all available computer software programs, reporting tools, and other resources
• Has a working knowledge of Welch's competitive products and industry knowledge
• Promotes and fosters a positive environment by building and maintaining relationships with
customers at the order management level
• Has comfort level interacting with all levels of management, internally and externally.
• Keeps others informed about issues that are important about the business the order management team and individual's jobs
• Uses judgment in interpreting policies and procedures to accommodate customers' requirements (e.g. recognizes value of retaining existing customers).
• Challenges the status quo by questioning standard practices, identifying barriers, and developing new and better ways to do things ensuring continuous improvement
• Proactively identifies problems or areas of concern that should be addressed to improve service and customer satisfaction levels.
• Understands the needs of the customer and consumer by using technology, data and insights.
• Makes decisions that positively impact the current and future state of the business.
• Works relentlessly to overachieve, anticipate obstacles, and creates plans to overcome them.
• Sets stretch goals and plans to achieve them.
• Develops meaningful relationships and collaborates across departments.
• Engages in healthy dialogue and makes decisions with Welch's best interest in mind.
• Continuously changes the status quo and seeks ways to improve and develop.

• 3-5 years of previous business experience, preferably in a customer service/relationship management environment
• High school diploma or equivalent; Associate or Bachelor's degree is preferred
• Excel skills required
• Prior experience with order management
• Prior experience with transportation management is a plus
• Consumer packaged goods (CPG) industry experience is preferred
• Oracle Systems experience is a plus

• Organization with a bold, clear purpose.
• Authentic culture that supports working together to deliver results.
• Workplace where teams care about each other and your voice is heard.
• Core and voluntary benefits so you can choose the right recipe for you.
• Generous 401(k) plan with annual company match.
• Flexible schedules so you can balance your work life priorities.
• Learning and development opportunities with coaching.
• Safe and clean working environment.

Welch's believes that our differences make the difference, and we take pride in being an Equal Opportunity Employer Disability/Vets.

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