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Customer Service Coordinator

Date: Oct 13, 2021

Location: Chicago, IL, US

Company: Beam Suntory

Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.



The following position is open in Chicago, Illinois, - Customer Service Coordinator


What makes this a great opportunity?

This position will work closely with our Distributor partners and cross-functional supply chain teams, processing customer orders to get product to market. To build and maintain relationships among Distributors, Compliance, Operations, GBS, IT and all other relevant internal and external departments involved in OTC processes.


Role Responsibilities

  • Manage the life cycle of domestic purchase orders. Ensure that both manual and EDI/Esker orders get verified and accurately entered into SAP and the Distributors receive appropriate confirmation and communication.
  • Process order change requests. This includes item additions, expedites, and order cuts for all types of US orders.
  • Respond to internal/external US inquiries.
  • Directs and manages EDI activity, investigate IDOC failure, supports testing for new applications or extension to new customers as it relates to the Order Processing for EDI and SAP.
  • Support training of new staffers and maintain updated SOP’s as required.
  • To process customer requests in accordance with our SLA’s, adhering to the established production lead-time. Advising customers of changes made to their orders and shipping information.
  • Review orders from distributors, brokers, state alcohol boards, and company personnel. Independently alter orders as necessary according to post-offs, brand registration, pallet and tier quantity, weight limitations, currently active products, special label/sticker, in bond validation and product availability to ensure compliance to company policies and via the most economical method.
  • Manage Direct Import order placement by adhering to appropriate lead times and dating of orders per OU/Co packer, validate container capacity, follow through on any issues in getting order into the system and initially placed within the OU or Co-packer.
  • Address costing and pricing issues to ensure appropriate departments are aware of any order related issues.
  • Manage the status of innovation orders and ensure that customers are dating them based on true item availability based on Spec Sheets.
  • Review current order management processes, systems and make
  • suggestions, identify and recommend opportunities to create efficiencies within the

  • Resolve customer issues at the time of original order entry with the appropriate personnel. Elevate to leadership if necessary. Notify customer of resolution.
  • Monitor and address issues within Supply Chain and provide support to other team members, as appropriate.
  • Investigate trends and distributor issues that impact the order management process, and drive efficiencies through problem solving.
  • Develop department SOPs and properly communicate to the appropriate team
  • members and update as the business changes
  • Participate in performance reviews with Team Manager, identifying knowledge and skill development needs.
  • Support team (KPI) and create team specific and work with management on cross
  • functional beneficial process improvements
  • Maintain reports that record, analyze, and report on activities, trends, results, and provide qualitative and factual recommendations relating to team performance
  • Support COE or Supply Chain initiatives and new process implementations with awareness of impact to Department
  • Manage distributor newsletters and spec sheets and maintain distribution lists associated with each.
  • Participate in Distributor meetings and provide input to improve distributor communication and ordering process.
  • Build and maintain relationships among Distributors, Compliance, Operations, GBS, IT and all other relevant internal and external departments involved in OTC processes. Communicate clearly and effectively with said groups. Manage CMIR tables, support newsletter communication, and maintain order processing reports


Qualifications & Experience

  • Bachelor’s degree in business related discipline or equivalent experience.
  • Capable of working independently on daily work activity and miscellaneous assignments and be able to organize and prioritize workload and follow-up accordingly.
  • Expresses ideas clearly, informs others effectively, practices attentive and active listening, and achieves mutual understanding through written and verbal communication.
  • Demonstrate ability and willingness to work in a team environment and to accomplishing goals through cooperation.
  • Proven ability to stay focused and multi-task in a fast-paced environment under the pressure of deadlines.
  • Needs to be an effective communicator to both superiors and to peers,and have a personality that works well to create a corporative and synergistic atmosphere. Proficiency in ERP (SAP a plus), Microsoft project suite, and Salesforce


In an effort to ensure the health and safety of our workforce while doing our part to protect those around us, Beam Suntory is requiring proof of full COVID vaccination for US salaried employees in our offices and commercial field roles as a condition of employment, subject to medical/religious exemptions.




At Beam Suntory, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Beam Suntory is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.

Nearest Major Market: Chicago