Customer Service Logistics Analyst

WHAT YOU WILL DO

Duties and Responsibilities :

This list is not exhaustive and may be supplemented as necessary by the Company)

• Resolve issues including retrieving PODs, tracking status updates, and assisting with customer orders that require rescheduling within SAP.
• Take proactive measures to ensure that the Supply Chain is performing at a high level and meeting customer expectations through daily tracking of LTL shipments and engagement with stakeholders when there are exceptions.
• Build strong relationships with stakeholders by advocating for our Wholesale customers, strategically managing orders for key accounts, identifying risks to On Time In Full (OTIF), understanding customer initiatives and limitations, and enhancing information flow within ITGB and Wholesaler Supply Chains.
• Performs analyses using SAP and carrier data to measure customer volume, Company Supply Chain performance, and to drive decisions (ex : carrier changes).

Routinely measures KPIs such as Available in Market (AIM), One Time in Full (OTIF), Fill Rate, Customer Service Level (CSL), Returns, Lead Time Adherence, Inventory Durations, and Order Cuts.

Performs other job-related duties as assigned.

Qualifications

Required Minimum Qualifications :

Education and Experience :

• Bachelor’s degree in Business, Supply Chain, or other relevant discipline and 3+ years related work experience OR Associate’s degree and 5+ years related work experience OR High School Diploma / GED and 7+ years related work experience
• Customer service experience in Consumer Packaged Goods
• Must be 21 years of age or older

Knowledge of :

• Intermediate to advanced proficiency with Microsoft Office applications with an emphasis on Microsoft Excel
• Intermediate proficiency with SAP

Skilled in :

• Verbal and written communication
• Attention to details
• Problem / situation analysis
• Effective time and task management
• Multitasking capabilities
• Flexibility and adaptability

Ability to :

• Proofread and check documents for accuracy
• Maintain effective working relationships.
• Demonstrate critical thinking.
• Prioritize assignments, workload, and manage time accordingly.

Preferred Qualifications :

Education and Experience :

Bachelor’s degree in Business, Supply Chain, or other relevant discipline and 5+ years related work experience OR Associate’s degree and 7+ years related work experience OR High School Diploma / GED and 9+ years related work experience

Work Environment and Physical Demand

• Requires medium physical effort. Occasionally lifts or moves moderate to heavy weight objects (10-50 lbs.)
• Walks, sits, or stands for prolonged periods
• Use of manual dexterity and fine motor skills
• Requires prolonged machine operation including computer and keyboard equipment
• Work with equipment or perform procedures where carelessness may result in injury
• Experience exposure to uncomfortable work environment due to extreme temperature, noise level, and other conditions including second-hand smoke and / or vape

What We Offer

• Competitive benefits package that includes medical / dental / vision / life insurance / disability plans
• Dollar for dollar 401k match up to 6% and 5% annual company contribution
• 15 Company-paid holidays
• Generous paid time off
• Employee recognition and discount programs
• Education assistance
• Employee referral bonus program
• Hybrid workplace remote / in office
• Summer hours
• Casual dress policy Monday through Friday

Applicant Information

This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities.

In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.

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