Customer Service Analyst

Job Description Are You Ready to Make It Happen at Mondelēz International? Join our Mission to Lead the Future of Snacking. Make It Possible. 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. This candidate How you will contribute You will: Analytics and Continuous Improvement 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 Standard Customer Service Order-to-Cash Tasks 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 Education / Certifications: HS Diploma required Bachelors degree or equivalent work experience preferred Job specific 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 Familiarity w/ Power BI or other data visualization tools preferred. 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 Salary and Benefits: The base salary range for this position in California is $70,304 to $84,975; the base salary range for all other states is $61,800 to $84,975; the exact salary depends on several factors such as experience, skills, education, and budget. In addition to base salary, this position is eligible for participation in a highly competitive bonus program with possibility for overachievement based on performance and company results. In addition, Mondelez International offers the following benefits: health insurance, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education related programs, paid holidays and vacation time. Some of these benefits have eligibility requirements. Many of these benefits are subsidized or fully paid for by the company. No Relocation support available Business Unit Summary The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. Here, we produce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brands—including Oreo and Chips Ahoy! cookies, Ritz, Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery products —are close at hand for our consumers across the country. Mondelēz Global LLC is an Equal Opportunity Employer/Protected Veterans/Persons with Disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact View phone number on click.appcast.io for assistance. For more information about your Federal rights, please see eeopost.pdf; EEO is the Law Poster Supplement; Pay Transparency Nondiscrimination Provision; Know Your Rights: Workplace Discrimination is Illegal Job Type Regular Customer Collaboration (CLD) Customer Service & Logistics At Mondelēz International, our purpose is to empower people to snack right through offering the right snack, for the right moment, made the right way. That means delivering a broader range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about. We have a rich portfolio of strong brands – both global and local. Including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the number 1 position globally in biscuits, chocolate and candy as well as the No. 2 position in gum Our 80,000 Makers and Bakers are located in our operations in more than 80 countries and are working to sell our products in over 150 countries around the world. They are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen, and happen fast. Join us and Make It An Opportunity!