Customer Service Analyst

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Possible. 

The Customer Service Analyst will be responsible for analytics, continuous improvement projects and designated standard customer service order-to-cash tasks. They will partner with customers, distribution centers and internal departments to identify process gaps, and develop and implement solutions. To be successful in this role, the candidate must display strong analytical skills and working knowledge of the supply chain life cycle. The ability to organize, communicate and execute change within cross functional teams will be key to succeeding in this role. Candidate must be passionate about continuous improvement and have a results-oriented mindset that will drive operational efficiencies and cost saving within our organization. This candidate

How you will contribute

You will: 

Analytics and Continuous Improvement

• Be the voice for continuous improvement in 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 cause for customer issues
• Develop and implement solutions to resolve customer issues
• Recommend optimization projects that drive operational efficiencies and/or an enhanced 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 high sense of urgency for resolving issues
• Perform analyses to identify and manage risks and opportunities
• Distribute KPI results and other wins/challenges to 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 any new customers are setup 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 requirement
• Assists in tracking that goods are shipped and received in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick up through delivery all the while targeting cost reduction, freight savings, service, and contractual requirements.
• Track shipments from pickup through delivery so that accurate, up-to-date information can be provided
• Assist with the BOL collection and entry process into NetSuite for order accuracy, inventory depletion and EDI integration.
• Assist in resolving problems concerning orders, deliveries & customer issues.
• Support month end close process
• Review OTIF claims and report findings to customers and Finance

Education / Certifications:

• HS Diploma required
• Bachelors degree or equivalent work experience preferred

Job specific requirements:

• 3+ years experience in Supply Chain/Customer Service
• 3+ years experience in Analytics
• Strong analytical skills with proficiency in Excel (including Advanced Formulas, Pivot Tables, Charts)
• Strong attention to detail and data accuracy
• Familiarity w/ 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; the base salary range for all other states is $61,800 to $84,975; the exact salary depends on several factors such as experience, skills, education, and budget. In addition to base salary, this position is eligible for part