Customer Service Advisor (Senior Analyst)

Our client vision is to be the world’s best performing snacks-led powerhouse, unleashing the full potential of their differentiated brands.

Powered by their strategy to Differentiate, Drive & Deliver, they are a leading company in global snacking, international cereal and noodles, and North America frozen foods, with iconic, world-class brands and strong underlying growth momentum and profitability.

Our client purpose is to create better days and a place at the table for everyone through their trusted foods brands.

As part of this purpose, they are committed to advancing sustainable & equitable access to food by creating Better Days for 4 billion people by the end of 2030.

Responsibilities:

• Customer Management and Service Excellence: Act as the primary point of contact for assigned complex, high-priority accounts, ensuring consistent and reliable performance. Manage customer situations, including escalations, from order placement to order delivery while proactively identifying and resolving issues to enhance the customer experience.
• Process Optimization and Problem Resolution: Analyze trends and conduct root cause analyses to address pricing discrepancies, OS&D, and returns. Use tools like SAP, Microsoft Excel and Celonis to drive process efficiencies and implement continuous improvement initiatives.
• Strategic Collaboration and Stakeholder Engagement: Partner with internal and external stakeholders, including supply chain, finance, sales teams, brokers, IT, and transportation carriers, to resolve logistical challenges and enhance the overall customer experience.
• Performance Monitoring and Analytics: Use data-driven insights to evaluate and improve order management processes. Develop and present analytics-based recommendations to sales partners and customers, ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs), and internal policies, including GAAP, SOX, and audit requirements.
• Capability Building and Leadership: Lead special projects and continuous improvement initiatives to drive innovation within the order management process. Build individual skills through training and participate in pilots, system testing, and service rehearsals before implementing major changes.
• Manage high-priority customer accounts, ensuring orders are processed correctly.
• Analyze customer issues and provide solutions to prevent recurring problems.
• Work closely with Sales & Finance to resolve pricing, invoicing, and payment discrepancies.
• Support continuous improvement projects and process automation.
• Use SAP & Celonis to track performance and identify trends.

Requirements:

• Bachelor’s degree in Business Administration, Logistics, or a related field.
• Proven ability to manage complex, high-priority accounts while building and maintaining strong relationships with internal and external stakeholders.
• Proficiency in ERP systems (e.g., SAP) and Microsoft Office, with demonstrated ability to leverage data for trend analysis and process optimization.
• Analytical and root cause analysis skills to identify and resolve challenges in order management processes.
• Excellent verbal and written communication skills with the ability to present insights and lead cross-functional projects or initiatives.
• Strong time management skills with the ability to manage competing priorities and consistently meet or exceed performance objectives.
• Advanced English level is mandatory, as this role provides services to US.