Customer Service & Cust. Supply Chain Analyst

Purpose

The Customer Service & Customer Supply Chain Analyst is responsible for supporting customer satisfaction and supply chain performance through effective order management, customer communication, and data analysis. This role serves as a key liaison between customers and internal departments, ensuring timely order fulfillment, accurate information flow, and proactive resolution of supply chain challenges. The position utilizes data-driven insights to improve operational efficiency, customer service performance, and overall supply chain effectiveness.

Primary Tasks:

• Monitor and respond to customer inquiries regarding order status, product availability, delivery schedules, and related service concerns.
• Manage customer EDI setup, maintenance, and troubleshooting to support accurate and efficient order transmission.
• Coordinate with internal departments to ensure customer orders are processed, fulfilled, and delivered according to customer requirements.
• Track customer orders from receipt through delivery and communicate updates as needed.
• Analyze customer service and supply chain data to identify trends, service opportunities, and operational improvements.
• Develop, maintain, and distribute reports on key performance indicators (KPIs), service metrics, and supply chain performance.
• Collaborate with Sales, Operations, Production, Warehouse, Logistics, Procurement, and Quality teams to support customer requirements and business objectives.
• Support demand planning and forecasting activities through analysis of customer order patterns and historical data.
• Investigate and resolve customer concerns, order discrepancies, and supply chain disruptions in a timely and professional manner.
• Identify and implement process improvements that enhance customer experience, improve service levels, and reduce inefficiencies.
• Maintain accurate records and documentation related to customer accounts, orders, and supply chain activities.
• Utilize ERP, EDI, and reporting systems to monitor performance, manage transactions, and support decision-making.
• Performs additional duties as assigned that are consistent with the scope, level of responsibility, and essential functions of this position in support of departmental and operational objectives.

Other Skills:

• Strong customer service orientation with the ability to build and maintain positive customer relationships.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Excellent organizational skills with the ability to manage multiple priorities and deadlines.
• Ability to communicate effectively with customers and cross-functional teams.
• Strong attention to detail and commitment to accuracy.
• Proficiency in Microsoft Excel and other business reporting tools.
• Ability to work independently while contributing effectively within a team environment.
• Adaptability and willingness to support changing business needs.

Education and Experience

• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, Operations Management, or a related field preferred.
• Minimum of 2 years of experience in customer service, supply chain, logistics, order management, or a related business function preferred.
• Experience working with ERP systems, EDI platforms, and customer order management processes preferred.
• Experience within a food manufacturing environment preferred.
• Strong understanding of supply chain processes, order fulfillment, and customer service best practices.