Customer Account Services Analyst

Job Description

Job Description

Overview

Shearer’s Foods, founded in 1974 and headquartered in Massillon, OH, is a leading manufacturer of salty snacks, cookies, and crackers. Specializing in private label and co-manufacturing, Shearer’s is the largest supplier of private brand salty snacks and second-largest supplier of private brand cookies and crackers. 

With a strong focus on innovation, service, quality, and sustainability, Shearer’s has been awarded the food industry’s highest award for environmental sustainability, as well as multiple Supplier of the Year awards. 

Operating 16 locations across North America and employing more than 5000 team members, Shearer’s is driven by its core values of People, Grow, Impact and Win. The company mission is to deliver exceptional products and services that make snacking a time to celebrate for our customers, colleagues, and community. 

At Shearer’s Foods, we believe in a skills-first approach to recruitment and employment. This means focusing on what you can do and how you can grow, rather than traditional metrics alone. We are committed to adhering to anti-exclusion practices, removing barriers to access, and enhancing opportunities for all individuals based on merit and potential. Your skills, experience, and perspective are valuable—and we want to empower you to make your mark here with us.  

Responsibilities

Massillon, OH (Hybrid Schedule) 

The Customer Account Services Analyst manages customer account activity from order entry through shipment, serving as a key contact for customers and internal teams. This role supports accurate order execution, on-time and in-full delivery, issue resolution, customer communication, reporting, and cross-functional coordination to protect service levels and business results.

• Respond promptly and professionally to customer questions, requests, order changes, and service concerns.
• Manage customer orders received through email, electronic transfer, or customer portals from order entry through shipment.
• Maintain accurate customer portal information, order details, inventory updates, production schedules, and shipment status.
• Monitor orders to ensure on-time and in-full shipments, escalating issues and coordinating resolution across internal teams.
• Evaluate order challenges and recommend solutions that balance customer needs, service impact, inventory, Sales priorities, and financial considerations.
• Investigate complaints, deductions, service failures, and order issues while partnering with appropriate teams to resolve them.
• Review aging inventory and work with Sales and customers to reduce scrap risk, manage transitions, and minimize financial exposure.
• Provide reporting, analysis, and account updates to support customer, Sales, and management decision-making.
• Track case fill, ROTIF, short shipments, and late shipments; support root-cause review and corrective action.
• Support new product launches, end-of-life items, part transitions, redesigns, and customer-impacting service risks.
• Coordinate with Scheduling, Transportation, Load Planning, Supply Chain, Operations, Accounts Receivable, and Sales on priorities, issues, and customer needs.

Qualifications

What you bring to the table: 

• Minimum of three years of relevant experience in customer service, account management, supply chain, operations, logistics, or a related function.
• Bachelor’s degree in Supply Chain, Operations, Business, or related field preferred; equivalent experience may be considered.
• Experience supporting internal and external customers in a fast-paced, service-focused environment.
• Strong written and verbal communication skills with customers, leadership, and cross-functional partners.
• Strong organization, follow-through, attention to detail, and ability to manage multiple priorities.
• Ability to analyze data, identify issues, evaluate options, and recommend practical solutions.
• Proficiency with Microsoft Office and ability to learn customer portals, internal systems, and reporting tools.
• Ability to work independently, collaborate effectively, adapt to change, and remain professional under pressure.
• Customer-focused mindset with the ability to balance customer expectations and business priorities.
• Strong analytical skills with order, shipment, inventory, forecast, case fill, and ROTIF data.
• Ability to influence, coordinate, and communicate effectively across departments.
• Comfortable presenting account updates, facilitating meetings, and making data-supported recommendations. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. 

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