Customer Operations Analyst, Hu

Mondelēz International•Remote Worker - New Jersey, USA, NJ

1d•$69,300 - $95,315•Remote

About The Position

The role of the Customer Operations Analyst will be responsible for driving fill rate and execution excellence by acting as the key liaison between internal Supply Chain and Sales teams, as well as external brokers, customers, and 3rd Party Distributors.

Requirements

Netsuite Technical: Entries for Sales Order, Purchase Order, Transfer Orders, Customer acknowledgements, report creation and editing.
Netsuite Process: Learn all workstreams involving Purchases Orders, Transfer Orders, and Sales Orders; understand chronological process and nuances for each 3rd party vendor.
S&IOP: Key contributor for weekly Demand/Supply Alignment Call, Monthly SIOP call.
Demand Planning Consensus Calls: Provide key inputs for current month to aid in the decision making of forward-looking forecasts.
EDI: Understand the purpose and use of EDI (Electronic Data Interchange) within Hu and processes

Responsibilities

Order entry of PO’s in NetSuite based on order arrival and requested customer delivery dates
Manage any EDI order support and new customer setup - working directly with internal IT
Liaison with Planning for any supply planning mitigation efforts; execute allocation of orders
Communicate directly with brokers and buyers to determine ever-changing needs of customers
Resolve any PO discrepancies, revision requests, stock availability requests by providing customer support
Own the process of submitting customer acknowledgement and approval
Liaison with planning to create analyses to determine order size requests
Distribute and communicate to customers out stock notifications, price increases, etc.
Own Sales Sample processing requests; prioritize by requested delivery date.
Own communication to customer and Sales team on post-delivery support.
Support any additional promotional activity – order execution and delivery.
Work with 3rd party vendors to schedule, prioritize and support execution of product repacks
Where necessary liaison with the e-commerce business for joint prioritization and conversion from retail into ecommerce packaging
Provide operational support for any quality related risk mitigation efforts
Liaison with Quality, Operations and Sales to communicate customer allocation, back-in-stock timing, plans to expedite
Liaison with Demand Planning to align on shipper forecast, schedule pack out with 3rd party vendors in order ship on time, in full
Ensure communication of consumption needed for all required materials (Finished Goods, packaging); liaison with Procurement if necessary
Play an integral role as the order management subject matter expert for the development of an Enterprise Resource Planning (ERP) development launch
Responsible for building any new process Standard Operating Procedure (SOP) documentation
Lead training initiatives for owned tasks for cross-training