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Customer Service Coordinator

Date: Sep 21, 2022

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, IL - Customer Service Coordinator


What makes this a great opportunity?

  • Supports Beam Suntory Customer Supply Chain through customer interfacing, order management & cross-functional collaboration to enhance the customer experience
  • Build and maintain relationships and collaborate with various areas to resolve order issues, complete requests timely and effectively, and identify opportunities for process improvement.
  • Work directly with Distributor base, Commercial, Market Readiness, Plant Operations, GBS, IT, logistics, planning and all other relevant internal and external departments involved in the order to cash end to end process. Communicate clearly and effectively with cross-functional groups.
  • Directs and manages EDI and Esker 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.
  • Manage the life cycle of domestic purchase orders. Ensure that both manual and EDI/Esker orders are accurately transmitted through to SAP, and the Distributors receive appropriate confirmation and communication.  
  • Participate in Distributor meetings and provide input to improve distributor communication and ordering process.
  • Process order change requests, including item additions, expedites, and order cuts for all types of US orders.
  • Respond to internal/external US inquiries.
  • Support training of new team members and maintain updated SOPs as required.


Role Responsibilities

  • Process customer requests in accordance with our team SLAs, adhering to the established production lead-time. Advise customers of changes made to their orders and shipping details
  • Review orders from distributors, brokers, state alcohol boards, and company personnel. Independently alter orders as necessary according to brand registration, pallet and tier quantity, weight limitations, currently active products, and product availability to ensure compliance to company policies
  • Build out loads for deployment for large customers using analytic skills to sort requests by state addressing item availability, weight/pallet restrictions and customer specifications for delivery purposes
  • Review current order management processes, systems and make suggestions, identify, and recommend opportunities to create efficiencies within the Department. Monitor and address issues within Supply Chain and provide support to other team members, as appropriate.
  • Resolve customer issues at the time of original order entry with the appropriate personnel. Elevate to leadership if necessary. Notify customer of resolution.
  • Investigate trends and distributor issues that impact the order management process, and drive efficiencies through problem solving.
  • Responsible for reporting, analyzing and identifying trends as pertaining to Order Management and team KPIs, proposing suggested improvement opportunities
  • 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 systems, through to appropriate OU or Co-packer.
  • Participate in performance reviews with Team Manager, identifying knowledge and      skill development needs.
  • Support Center or Excellence (COE) or Supply Chain initiatives and new process implementations with awareness of impact to department


Qualifications & Experience

  • Two or more years in order management activities with strong customer service aptitude, load building skills a plus.
  • Preferred Bachelor’s degree in business related discipline or equivalent experience.
  • Capable of working independently on daily work activity and miscellaneous assignments with ability 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.
  • Demonstrates 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 cooperative and synergistic atmosphere.

Proficiency in ERP (SAP a plus), CRM (Salesforce a plus), Excel, Tableau a plus



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