Sr. 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

The Senior Analyst, Customer Fulfillment is a Customer Service role responsible for managing and processing orders in SAP based on an assigned portfolio of Strategic North American Consumer Packaged Goods customers and Vendor Managed Inventory accounts. In this role you will ensure the customers receive service that is aligned with S C Johnson’s strategy and is executed in a manner that results in a Best-in-Class Customer Experience. To achieve this, you will build strong and collaborative working relationships with SCJ Sales, Customer Supply Chain, and other internal partners to ensure service execution.

The Senior Analyst is the front-line contact and must advocate on behalf of the customer to troubleshoot service concerns. This includes proactively communicating and managing escalations to achieve purchase order fill rate and on time delivery goals.

KEY RESPONSIBILITIES

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

• Accountable for all aspects of service for an assigned portfolio of (approximately two to six 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 customers as needed

• 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

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

• Proven ability to lead project teams and work cross-functionally to deliver against business priorities

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

• 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.)

• Coordinate gathering of customer master data including but not limited to Customer Material Information Records (CMIR) in SAP

• 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

REQUIRED EXPERIENCE YOU’LL BRING

• Bachelor’s Degree and 2+ years of relevant work experience or an advanced degree with 1+ years relevant work experience

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

• 1+ year of advanced 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

• Proven analytical capability and ability to analyze and draw insights from data

• 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 organizati