Customer Operations Representative

  • Company: Moët Hennessy USA
  • Location: United States
  • Business group: Wines & Spirits
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 5 years
  • Reference No.: MHUS00247
  • Date of publication: 2017.12.04



The Customer Operations Representative (COR) is responsible for timely and accurate flow of customer orders from order entry through delivery.
The COR assists customers in order tracking of direct import (DI) orders post invoicing.
The COR is also the main communicator to customer of stock status including new items, allocated items, low stock items, and retired items


Order Management
>  Receive, organize and store order documents according to MHUSA policy
>  Check distributor orders for data accuracy, completeness, etc.
>  Enter Non-EDI distributor orders into SAP
>  Review and manage EDI distributor orders through SAP
>  Monitor all orders for failures, holds, etc. via SAP reporting
>  Manage orders through stock and allocation constraints
>  Amend orders according to customer needs and MHUSA sales goals
>  Review sourcing and pricing of orders based on MHUSA guidelines

Responsible for Order through MHUSA supply chain
>  Re-directs orders as necessary from DI to warehouse for optimal fulfillment
>  Authorizes on behalf of MHUSA additional freight and shipping requirements for customer orders
>  Works with customer to determine best routing for direct import (DI) shipments

Relationship Management (external)
>  Provide single-point-of-contact Customer Service to distributor purchasing agents
>  Communicate and enforce MHUSA policy to distributors
>  Coach customers into best practice ordering behaviors (e.g. promote use of Catalog)
>  Field and respond to customer issues
>  Satisfy requests for information from purchasing agents
>  Transmit customer needs to the appropriate business stakeholder (Sales, Pricing, etc.)
>  Communicate VAP, Allocation, New Product, and Vintage Change programs to purchasing agents
>  Promote use of distributor portal by purchasing agents.
>  Lead weekly calls with key distributors and RFMs to review all topics related to order management (e.g. orders status, sales targets, allocations, sourcing breakers, DITP, etc)

Relationship Management (internal)
>  Provide comprehensive, single point of contact Customer Service to Regional Finance Managers
>  Work with Supply and Demand planning to optimize flow of goods to market.
>  Support Brand and/or Sales initiatives (year-end order process, product launches, etc.)
>  Assist Regional Finance in achieving order targets.


Education: undergraduate degree preferred

Languages: English

Professional experience & know how:
- Highly organized individual with 3-5 years of customer order management experience who is able to work with limited direction; must be able to set and adjust priorities independently.
- Must be customer service focused.
- Strong understanding of supply chain mechanics preferably with knowledge or importing, distribution in the US.
- High level of attention to detail and accuracy, Solid interpersonal and verbal and written communication skills required; Good systems knowledge and understanding required.
- SAP experience preferred.
- Experience working within the beverage alcohol & three -tier system is a plus.

Additional information

Located in New York City

Moet Hennessy USA, Inc. is an equal opportunity/affirmative action employer.
Moet Hennessy USA, Inc. considers candidates without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.