Analyst, Customer Fulfillment

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

ABOUT THE ROLE

As the Analyst, Customer Fulfillment, you are the front-line contact for customer communication and must advocate on behalf of the customer to address service concerns by proactively communicating and managing escalations to improve order management activity. This is a Customer Service role responsible for processing customer orders in SAP based on an assigned portfolio of North American retail customers. You will ensure their portfolio of customers receive service that is aligned with SC Johnson’s strategy and is executed in a manner that results in a Best-in-Class Customer Experience. You must build strong and collaborative working relationships with SC Johnson Sales, Customer Supply Chain, and other internal partners to ensure service execution.

KEY RESPONSIBILITIES

• Accountable for all aspects of service for an assigned portfolio of (approximately two to six retail customers) including but not limited to; managing and/or executing all steps from the order to delivery process and questions about the status of orders within that process.

• Attend and present at customer meetings with retail customers as needed.

• Work closely with other members of the Collaboration and Process Excellence Teams to provide outstanding service to all customers.

• Leverage communication and influencing skills in relation to order management to maximize Key Performance Indicator (KPI) ratings and meet departmental and/or customer service level requirements.

• Professionally manage stock allocations together with the Process Excellence Team and in line with Product Supply Planning partners when challenged with inventory constraints.

• Ensure the effective management of new product listings, delists, and transitions into customers in collaboration with SCJ Sales, Customer Supply Chain, and internal Product Supply Planning partners.

• Supported by promotional grids, work closely with SCJ Sales and customers to ensure the professional management of customer promotions and other trade events (shelf resets, mod fill, etc.).

• Utilize established resources and adhere to Standard Operating Procedure (SOP).

• Maximize collaborative ways of working with customers through analysis driven recommendations that benefit the business.

• Build and maintain collaborative relationships with cross functional partners to drive customer and supply chain initiatives.

• Identify and deliver ongoing effectiveness improvements to order management activity using Lean tools and methodologies.

• Work within established deadlines as an individual contributor in a fast-paced, changing environment.

REQUIRED EXPERIENCE YOU’LL BRING

• Bachelor’s Degree is required or military experience may be considered in lieu of degree requirement.

• 1+ year of experience with SAP or other ERP/related system.

• 1+ year of experience with all Microsoft Office Applications (Excel, Word, Outlook etc....).

PREFERRED EXPERIENCES AND SKILLS

• Bachelor’s degree in supply chain or Related Field.

• Previous experience in Customer Service or related field.

• Attention to detail and accuracy with strong written and verbal communication skills.

• Knowledge of Lean methodology & tools and focused on continuous improvement.

• Strong work ethic and positive attitude focused on personal growth and contribution.

• Self-starter, able to multi-task and work independently with a sense of urgency and the ability to set priorities.

• Very good interpersonal skills to develop and maintain successful working relationships both internally and externally as well as at multiple levels within the organizations.

• Strategic mindset.

JOB REQUIREMENTS

• Full-time 1st Shift

• Office work environment: Remote work available once a week for eligible employees

• This role is not eligible for relocation

BENEFITS AND PERKS

SC Johnson’s total compensation packages are at or above industry levels. In addition to salary,