Customer Account Specialist

Tropicana Headquarters
525 W Van Buren St
Suite 1100
Chicago, IL 60607, USA

Tropicana Brands Group is a $3B startup aiming to revolutionize the beverage category. Formed in 2022 as a joint venture between PAI Partners and Pepsi Co, our portfolio includes iconic brands like Tropicana, Naked, KeVita, Izze, Copella, and Punica. With over 76 years of global leadership in the orange juice category, we’re committed to preserving this legacy while driving innovation in other areas.

From reimagining orange juice to creating functional smoothies and driving afternoon refreshments, we are striving to become the undisputed global leader in fresh and chilled beverages.

The Commercial team is essential to Tropicana Brand Group’s success by driving revenue growth, acquiring and retaining customers, and providing valuable market insights. Working closely with other departments to align sales strategies with business goals, help shape pricing and product development and keep the company competitive and responsive to market shifts. By building strong customer relationships, maximizing profitability, and identifying new opportunities for growth, the team contributes to both short-term and long-term success.

Tropicana Brands Group is looking for a Customer Account Specialist, to support the Commercial team. This role will be responsible for end-to-end customer order management of products for assigned customers from receipt through delivery to customer warehouses and/or stores, ensuring the highest level of customer service.

• Ensure order accuracy and timely release to the distribution center, including the correct products, quantities, shipping methods, and platforms.
• Support customer-specific requirements and communicate relevant information related to promotions, innovation, product discontinuations, and seasonal items.
• Identify, resolve, and communicate order-level issues, including product fulfillment, on-time delivery, customer pickups, allocations, and quality holds, using available systems and established processes.
• Own and monitor customer service KPIs, including Order Fill Rate, On-Time Delivery, and Store Service Levels. Partner with key stakeholders and cross-functional teams to identify opportunities and develop action plans for improvement.
• Proactively communicate with Sales, customers, and key internal stakeholders regarding product availability, potential service issues, and action-oriented solutions to improve in-stock performance.
• Leverage available technology, systems, and data to support accurate and timely order management, identify trends, assess risk, and proactively address potential account issues.
• Collaborate with customers and internal stakeholders to improve forecast accuracy, reduce deductions and returns, increase shipment efficiency, and identify opportunities to improve overall productivity.
• Use account knowledge and data insights to identify and implement process improvements that enhance customer service and operational efficiency.

• Bachelor’s degree, with 2+ years of experience in Order Management, Inventory Replenishment, Demand or Supply Planning, Logistics, Procurement, Supply Chain, or Customer/Supply Chain Integration and Service.
• Strong written and verbal communication skills, with the ability to adapt communication style to different audiences.
• Strong problem-solving, issue-resolution, influencing, and prioritization skills.
• Critical thinking skills with an analytical and continuous-improvement mindset.
• Ability to build and maintain strong customer relationships.
• Ability to work effectively in a fast-paced, matrixed environment while demonstrating…