Customer Service Analyst - Order to Delivery GBS

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 :

• Manage the end-to-end order process and provide exceptional internal and external customer service.
• Partner with internal and external customers at all levels, including senior management to identify trends, perform root cause analyses, and provide solutions to resolve customer logistics, order fulfillment, and transportation issues.
• Promote a customer-centered culture serving as a point of contact to internal/external customers, striving to exceed customer needs, requirements, and expectations.
• Identify continuous improvement opportunities and drive efficiencies within the order management process.
• Contribute to a team environment that is focused on high performance and operational excellence.
• Performance will be evaluated at the individual or team level based on the ability to deliver against SLA’s and KPI’s while driving results and value for the organization.
• Serve as a single point of contact for assigned customers and sales partners.
• Manage fulfillment of customer orders to ensure on time and in full delivery (OTIF).
• Manage the customer order process from order placement to order delivery.
• Communicate with customers during the lifecycle of the order proces.
• Perform analysis and communicate with stakeholders to reduce/eliminate pricing discrepancies, OS&D, case fill discrepancies and delivery delays.
• Implement solutions to enhance customer service initiatives and to provide consistent service.
• Develop and enhance business relationships with various partners, both internal and external.
• Manage the use of SAP by leveraging tools and data.
• Execute daily work within SAP, leveraging analysis tools and supplemental data as needed.
• Execute personalized customer logistics strategies.

Requirements :

• High School Diploma or GED required and 3 years of experience in a related field.
• Computer skills, including experience with ERP systems and MS Office.
• Strong knowledge of customer relationship management principles including customer service, collections, deductions, and related activities.
• Excellent verbal and written communication skills.
• Deep analytical and problem solving skills
• Strong negotiation and decision making skills.
• Ability to manage multiple and sometimes conflicting priorities and specific time constraints.
• Solid time management skills.
• Ability to work in a team environment  
• BBA, BA or BS Degree
• SAP: The ability to navigate SAP modules.
• This may include Master Data, Order to Cash, APO, Return Transactions, Order Management, Pricing, Reserve systems and Contract Manufacturer.
• Sense of urgency and ownership of resolution, meeting established performance objectives and customer commitments.
• Strong knowledge of Kellanova or other service center processes and procedures  Experience working in a shared services, process driven or service center environment.