Customer Service Analyst- OTD 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 Relationship Management: Serve as the primary point of contact for assigned customers and sales partners, managing the fulfillment of customer orders to ensure on-time and in-full delivery (OTIF). Communicate effectively with stakeholders to reduce pricing discrepancies, resolve case fill issues, and address delivery delays.
• Process Optimization and Problem Solving: Identify opportunities for continuous improvement within the order management process such as pricing discrepancies, OS&D, and returns. Leverage tools such as SAP, Microsoft Excel and Celonis. Proactively implement solutions to enhance customer service initiatives and deliver consistent results.
• 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 Policy Compliance: Evaluate and ensure adherence to service-level agreements (SLAs), key performance indicators (KPIs), and internal policies, including GAAP, SOX, and audit requirements. Track and report performance metrics to identify improvement opportunities.
• Capability Building and Innovation: Foster a culture of learning by participating in training and development programs. Contribute to special projects and continuous improvement initiatives, identifying innovative solutions to enhance process efficiency and quality.
• Manage order processing and ensure on-time and in-full (OTIF) deliveries.
• Support customer requests and help resolve basic order issues.
• Track & report KPIs (order accuracy, service levels).
• Collaborate with internal teams to optimize OTD processes.
• Learn and grow within the customer service and supply chain field. Must-Have Skills: Customer service experience (OTD, logistics, or related fields).
• Sense of urgency & problem-solving (handle daily tasks efficiently).

Requirements:

• Bachelor’s degree in business administration, Logistics, or a related field.
• Strong computer skills, including proficiency with ERP systems (e.g., SAP) and Microsoft Office.
• Experience working with Order to Delivery Customer Service/support.
• Exceptional time management and organizational capabilities, with the ability to handle competing priorities.
• Advanced Analytical experience, strategic mindset, time management, problem-solving, and decision-making skills.
• Excellent verbal and written communication abilities in a professional setting.
• Advanced English level is mandatory, as this role provides services to US. Customer Service Analyst – OTD Analyst The Analyst role is more like an entry-level, focusing on day-to-day operations and order fulfillment – we ask at least 1 years of experience in Customer Service role for Logistics, transportation Team Structure:
• Reports to the Team Lead.
• Works with internal teams (Finance, Sales, Supply Chain). 
• Good communication skills (work with different teams). Willingness to learn (quick adaptation to SAP & internal processes).
• Fluent English (for working with US customers).
• Support to North America