Peet's Coffee is seeking a Customer Service Representative for Distributors to enhance customer satisfaction with CPG customers. The role involves managing order execution, ensuring timely deliveries, and resolving customer-related issues while collaborating with internal teams.
Build and maintain strong partnerships with internal cross-functional teams as well as external partnerships with our customers
Own the end-to-end purchase order execution process (O2C), ensuring timely and accurate delivery while meeting customer expectations and compliance requirements
Act as the main point of contact for sales operational customer needs, balancing customer satisfaction with internal efficiency
Investigate and resolve customer-related issues, identifying root causes and developing scalable solutions to prevent future disruptions
Participate in daily operations calls focused on EDI, pricing, and delivery issues
Monitor and maintain high levels of quality, accuracy, and consistency in CPG sales operations processes
Work as a team with the Supply Chain Compliance team & Customer Replenishment team ensuring any customer issues are addressed proactively and root cause analysis prevents issues from reoccurring
Act as the operational lead for our customers, managing the entire order lifecycle—from EDI order receipt to invoicing
Maintain a deep understanding of CPG sales operations best practices, ensuring compliance with customer requirements (e.g., on-time delivery, case-fill rates, OTIF metrics)
Collaborate with Fulfillment and Shipping teams to prioritize and resolve issues, ensuring operational efficiency and minimal disruptions
Provide customers with regular updates on order and shipment statuses while troubleshooting logistics issues to maintain strong service levels
Organize and update customer-specific SOPs, routing guides, and compliance documentation on SharePoint
Coordinate with Freight Brokers and/or consolidators
Monitor and improve adherence to retailer scorecard metrics (e.g., OTIF, fulfillment accuracy, and invoice compliance)
Assist in detecting, resolving, and preventing deductions and chargebacks related to business operations
Qualification
Required
2–3 years of experience in Sales Operations, Supply Chain, or Sales Planning within the Food & Beverage, CPG, or Retail industries
Bachelor's degree
In-depth understanding of CPG Sales Operations processes, including order management, EDI workflows, and retailer compliance standards
Proficiency in Microsoft PowerPoint, Excel, SharePoint, and Outlook
Strong communication and relationship-building skills with internal and external stakeholders
Proven ability to manage and prioritize tasks in a fast-paced, high-pressure environment
Attention to detail and a proactive approach to identifying and solving operational issues
Self-starter mindset with creative problem-solving abilities and a focus on continuous improvement
Preferred
Experience managing CPG retailer portals (e.g. My UNFI, KeHE Connect)
Familiarity with UNFI compliance requirements, such as OTIF, case-fill rates, and deduction management
Familiarity with ERP tools (Microsoft D365 preferred), Power BI, Zendesk, SPS Commerce, and Smartsheet
Advanced Microsoft Excel skills, including VLOOKUP, pivot tables, and retail math
Tech savvy, or willingness to learn
Benefits
Recharge Time – Paid vacation, holidays, and sick days.
Health & Wellness – Medical, dental, and vision coverage.
Future You – 401(k) plan with generous match program to help you save.
Peace of Mind – Life insurance, disability, and options for HSAs and FSAs.
Everyday Perks – Free coffee, fresh baked goods, and discounts.
Growth & Support – Career development and an Employee Assistance Program when you need it.
For over 50 years our goal has been to offer the best coffees & teas in the world, without compromise.
