Description
Grow with us as a Costumer Service Analyst (REMOTE). You will be responsible for managing relationship with Costumer Account Manager and end to end order process. As a Costumer Service Analyst, you will 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. You will promote a customer-centered culture serving as a consultant to internal/external customers, striving to exceed customer needs, requirements, and expectations. Furthermore, you will identify continuous improvement opportunities and drive efficiencies within the order process.
WHAT WILL I BE DOING?
In this role, you will be part of our success by:
Customers and Operations
- Serve as a single point of contact for assigned customers and sales
- Manage fulfillment of customer orders to ensure consistent and reliable performance
- Manage the customer order process from order placement to order receipt
- Communicate with customers during the lifecycle of the order process
- Perform analysis and communications to reduce/eliminate pricing discrepancies, OS&D, and returns.
- Manage 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 personalized customer logistics strategies.
- Maintain a full understanding of customers’ strategies, policies, and key personnel, as well as Kellogg’s terms of sale, and internal policies
- Facilitate OTC problem resolution including:
- Order hold/release
- EDI/Invoicing issues
- Pricing issues
- Manage credit risk and order hold decisions
- Trend analysis to drive continuous improvement related to order management processes and systems
- Proactively partner with internal and external customers to identify trends and resolve order management issues
- Provide direction and assistance to global team in resolving issues to meet order management metrics
Capability-Building and Innovation
- Build individual skills and capabilities through learning opportunities such as training courses and on-the-job training;
- Support implementation of improvements for process efficiency, quality and control KPIs
- Work on special projects and continuous improvement initiatives; identify opportunities to make the processes more effective
Other responsibilities as assigned by GBS Leadership
WHAT DO I NEED TO DEMONSTRATE?
As well as a hunger to learn and succeed to be considered for this position you must be able to meet the following requirements:
- Bachelor´s degree
- Customer relationship management experience
- 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
- 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
WHAT ELSE DO I NEED TO KNOW?
Kellogg Company is an Equal Opportunity Employer who strives to provide an inclusive work environment that involves everyone and embraces the diverse talent of its people.