Customer Service Analyst

Mondelēz International•East Hanover, NJ

2d•$61,800 - $84,975

About The Position

The Customer Service Analyst will be responsible for analytics, continuous improvement projects and designated standard customer service order-to-cash tasks. They will partner with customers, distribution centers and internal departments to identify process gaps, and develop and implement solutions. To be successful in this role, the candidate must display strong analytical skills and working knowledge of the supply chain life cycle. The ability to organize, communicate and execute change within cross functional teams will be key to succeeding in this role. Candidate must be passionate about continuous improvement and have a results-oriented mindset that will drive operational efficiencies and cost saving within our organization.

Requirements

3+ years experience in Supply Chain/Customer Service
3+ years experience in Analytics
Strong analytical skills with proficiency in Excel (including Advanced Formulas, Pivot Tables, Charts)
Strong attention to detail and data accuracy
High sense of urgency and ability to be entrepreneurial and methodical
Experience with Order Fulfillment process (pick/pack, inventory management), Warehousing/Transportation
Results-oriented and process driven, with high expectations of self and team
Collaborative mindset with strength in effectively receiving and communicating feedback
Ability to flex work hours depending on business needs

Nice To Haves

Bachelors degree or equivalent work experience preferred
Familiarity w/ Power BI or other data visualization tools preferred.

Responsibilities

Be the voice for continuous improvement in the Customer Service Team
Collaborate with other departments to integrate customer service with business systems or processes; Sales, Order Management, Finance, or Logistics.
Gather and analyze data to determine root cause for customer issues
Develop and implement solutions to resolve customer issues
Recommend optimization projects that drive operational efficiencies and/or an enhanced consumer experience
Create and maintain robust SOPs with maintenance protocol
Improve customer service processes by reducing manual steps and redundancy
Develop and maintain a dashboard of KPI metrics
Monitor KPIs for trends daily, with high sense of urgency for resolving issues
Perform analyses to identify and manage risks and opportunities
Distribute KPI results and other wins/challenges to Operations team on a monthly cadence
Assist in implementing and verifying specific customer requirements
Maintain customer records to reflect current pick/pack/ship requirements
Capture orders via email, NetSuite, or EDI to begin order shipment preparation
Confirm with Finance that any new customers are setup and approved for order fulfillment
Proactively handle customer shipment routing requests for MABD requirements
Participate in the specific order entry (ASN) process with portals
Work closely with Logistics personnel to present orders for shipping availability for OT requirement
Assists in tracking that goods are shipped and received in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick up through delivery all the while targeting cost reduction, freight savings, service, and contractual requirements.
Track shipments from pickup through delivery so that accurate, up-to-date information can be provided
Assist with the BOL collection and entry process into NetSuite for order accuracy, inventory depletion and EDI integration.
Assist in resolving problems concerning orders, deliveries & customer issues.
Support month end close process
Review OTIF claims and report findings to customers and Finance