Customer Service Analyst

Job Description The Customer Service Analyst will be responsible for analytics, continuous improvement projects, and standard customer service order‑to‑cash tasks. The analyst will partner with customers, distribution centers, and internal departments to identify process gaps and implement solutions. Success requires strong analytical skills, knowledge of the supply‑chain life cycle, and the ability to organize, communicate, and execute change across cross‑functional teams. The role demands a passion for continuous improvement and a results‑oriented mindset to drive operational efficiencies and cost savings. How You Will Contribute Analytics and Continuous Improvement Be the voice for continuous improvement within 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 causes for customer issues. Develop and implement solutions to resolve customer issues. Recommend optimization projects that drive operational efficiencies and/or enhance the 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 a high sense of urgency for resolving issues. Perform analyses to identify and manage risks and opportunities. Distribute KPI results and other wins/challenges to the 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 new customers are set up 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 requirements. Assist in tracking that goods are shipped and received timely and efficiently according to documented processes. Track shipments from pickup through delivery to provide accurate, up‑to‑date information. Assist with the BOL collection and entry process into NetSuite for order accuracy and EDI integration. Assist in resolving problems concerning orders, deliveries, and customer issues. Support month‑end close process. Review OTIF claims and report findings to customers and Finance. Education / Certifications HS Diploma required. Bachelor’s degree or equivalent work experience preferred. Job Specific Requirements 3+ years of experience in Supply Chain/Customer Service. 3+ years of experience in Analytics. Strong analytical skills with proficiency in Excel (advanced formulas, pivot tables, charts). Strong attention to detail and data accuracy. Familiarity with 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; in other states it is $61,800 to $84,975. The exact salary depends on experience, skills, education, and budget. The role is eligible for participation in a highly competitive bonus program with potential for over‑achievement based on performance and company results. Benefits include 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 benefits have eligibility requirements; many are subsidized or fully paid by the company. No relocation support is available. Business Unit Summary The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. We produce our well‑loved household favorites, including Oreo, Chips Ahoy!, Ritz, Wheat Thins, Triscuit, Swedish Fish, and Sour Patch Kids, ensuring they are close to consumers across the country. Equal Opportunity Employer 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. #J-18808-Ljbffr Mondelēz International