Customer Account Associate

Position Summary

We’re looking for a Customer Account Associate to oversee the end-to-end order management process and serve as a key point of contact for customer relationships related to ordering Welch’s products. This includes entering, reviewing, and booking domestic orders with accuracy and efficiency. The ideal candidate will play an integral role in identifying process improvements and recommending enhancements to streamline order processing.

This position works cross-functionally with Customers, Brokers, Field Sales, Transportation, and Warehouse teams to ensure a smooth and responsive order fulfillment experience.

This role will be based out of our Waltham, MA headquarters where you will be immersed in a dynamic workplace where innovation thrives and collaboration is key. Our company in-office schedule is designed to maximize collaboration & relationship building balanced with flexibility and well-being with 3 days in office and Thursdays/Friday being remote, flex days.

• Manage end-to-end order processing, including entry, review, booking, adjustments, and returns for assigned customers.
• Provide timely, professional communication and specialized support to customers, consistently maintaining superior service and long-term partnership.
• Partner with customers to support transitions to automated ordering and maintain up-to-date account requirements.
• Serve as the primary customer contact for order-related inquiries, providing professional, responsive support.
• Analyze service metrics and order trends to identify root causes, recommend process improvements, and drive efficiency.
• Support continuous improvement by identifying and implementing enhancements to systems, tools, and workflows.

• A collaborative team player who contributes to company goals and actively supports cross-functional communication.
• Adaptable and proactive in navigating change—embracing growth, new information, and evolving priorities with enthusiasm.
• Customer-focused, with a desire to understand and deliver on key service metrics such as on-time delivery and case fill; maintains accurate records of customer requirements.
• Skilled at leveraging software, reporting tools, and systems to drive efficiency and informed decision-making.
• A relationship builder who fosters a positive, solutions-oriented environment with both internal teams and external partners.

• High school diploma required. Associate or Bachelor’s degree preferred.
• 2+ years of business experience, ideally in operations, supply chain, or customer relationship management (internship/co-op experience welcomed).
• A desire to manage your own customer portfolio and take ownership of account success.
• Proficiency in Microsoft Excel; comfort navigating data and reporting tools.
• Consumer packaged goods (CPG) industry experience is a plus.
• Familiarity with Oracle or Infor is a plus.

• Organization with a bold, clear purpose & vision for the future
• Inclusive Culture:
  Be a part of an inclusive workplace where you not only belong but also have the opportunity to be the best version of yourself
• Passionate Community:
  You are encouraged to have a voice, share your opinions, and have individual impact on the success of the business
• Hybrid work model:
  Flexible & collaborative work environment to maximize well-being & success
• Paid Time Off and Holidays:
  Available immediately for you to enjoy time away from the office to rest and recharge
• Paid Volunteer Time Off: 40 hours of paid volunteer time for all non-union employees
• Development & Advancement:
  Access to Linked In Learning as well as both formal and informal opportunities to develop and grow your career
• Compensation Package Consisting of Competitive Base Salary and Annual Incentive Plan (Bonus)
• 401K plan with Generous Company Match
• Flexible Benefits from your first day:
  Choose the benefits that meet your needs and preferences
• Health, Dental & Vision Insurance
• Health Savings Accounts
• Life and accident insurance
• Employee Assistance Programs
• Tuition reimbursement program
• Additional benefits available through Perks at Work
• Paid parental (and adoption) leave – Available after 12 months of…