Customer Service Analyst

Sara Lee Frozen Bakery,LLC • Oakbrook Terrace, IL

12d • $65,000 - $75,000

About The Position

The Customer Service Analyst is responsible for managing the day-to-day customer service needs of multiple customer accounts, ensuring accurate and timely order execution while delivering a high level of customer satisfaction. This role serves as a key liaison between customers and internal teams, proactively managing orders, resolving service issues, communicating risks, and identifying opportunities to improve the customer experience.

The ideal candidate is highly organized, analytical, customer-focused, and comfortable managing multiple priorities in a fast-paced Consumer Packaged Goods (CPG) environment.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, Logistics, or a related field preferred.
• 5+ years of experience in customer service, order management, supply chain, sales operations, or a related function; CPG experience strongly preferred.
• Experience managing multiple customer accounts or competing priorities in a fast-paced environment.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to build effective relationships with customers and cross-functional partners.
• Ability to work independently, prioritize effectively, and manage issues through resolution.
• Proficiency in Microsoft Excel and other Microsoft Office applications.
• Experience with ERP/order management systems

Responsibilities

• Manage a portfolio of customer accounts and serve as a primary point of contact for order management, product availability, delivery, and service-related inquiries.
• Manage the end-to-end order lifecycle, including order entry/review, order changes, product availability, shipment status, delivery issues, and order completion.
• Monitor open orders and proactively identify potential service risks, including inventory shortages, allocation constraints, transportation delays, and order discrepancies.
• Partner with customers and internal teams to prioritize orders and develop solutions when supply or operational constraints arise.
• Build strong working relationships with customer contacts and provide timely, accurate, and professional communication.
• Collaborate cross-functionally with Sales, Demand Planning, Supply Planning, Transportation, and other teams to resolve customer issues.
• Research and resolve order discrepancies, shortages, deductions, pricing issues, delivery concerns, and other customer service exceptions.
• Analyze customer service performance and identify recurring issues, root causes, trends, and opportunities for process improvement.
• Track and support key customer service metrics such as case fill rate, on-time delivery, OTIF, order accuracy, and customer-specific KPIs.
• Maintain accurate customer and order information.
• Understand customer-specific requirements, including ordering processes, lead times, shipping requirements, appointment requirements, and compliance expectations.
• Support new customer, item, or process implementations as needed.
• Participate in continuous improvement initiatives designed to improve service levels, reduce costs, and simplify customer-facing processes.
• Balance the needs and priorities of multiple accounts while ensuring urgent issues receive appropriate attention and escalation.
• Monitor both CPU and Delivered shipments to ensure OTD
• Manage customer behaviors to company policies
• Drive process improvements within customer base

Benefits

• medical
• dental
• vision coverage
• tax-advantaged savings accounts (HSA/FSA)
• a 401(k) plan with company match
• company-paid life and disability insurance
• access to wellness resources such as virtual healthcare and an employee assistance program
• generous paid-time off program
• company-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level