Senior Customer Care Analyst

Kevin's Natural Foods•Stockton, CA

About The Position

The Senior Customer Care Analyst is a senior individual contributor responsible for analyzing customer care performance, managing complex customer issues, and driving operational insights that improve service quality and efficiency. This role partners closely with Customer Service and Logistics teams to resolve escalations, identify root causes, and support continuous improvement initiatives.

Requirements

Bachelor’s degree preferred or equivalent experience.
4+ years of experience in customer service operations, analytics, or order management.
Strong analytical skills with experience in reporting and data interpretation.
Experience working with ERP, CRM, or order management systems.
Excellent communication and cross-functional collaboration skills.

Responsibilities

Handle complex customer escalations and high-impact service issues.
Serve as a subject-matter expert for order, fulfillment, and customer care processes.
Coordinate resolution across Customer Service, Logistics, and Operations teams.
Analyze customer care and logistics data to identify trends, risks, and improvement opportunities.
Develop and maintain dashboards and reports related to service levels, case aging, OTIF, and root causes.
Provide actionable insights and recommendations to leadership.
Identify gaps in workflows, systems, and training that drive customer issues.
Support the development and refinement of SOPs, templates, and best practices.
Participate in system enhancement initiatives (ERP, CRM, EDI).
Act as a mentor and resource to Customer Care team members.
Support onboarding and training efforts by sharing best practices and insights.
Partner with leadership to improve service consistency and quality.
Exercises independent judgment in analyzing data, prioritizing issues, and recommending solutions.
Determines appropriate resolution paths for escalated customer and operational issues.
Other duties as assigned and necessary.