Job Position:     Customer Service Analyst

Location:            East Mississauga

Salary:                 $55K to $60K annually

Job description:

The Customer Service Analyst is responsible for providing dedicated customer service support to our external customers including processing orders, resolving issues that occur, and optimizing key performance indicators (KPIs). The Customer Service Analyst is also responsible for supporting internal stakeholders with reporting, monitoring/tracking, and improvement ideas for KPIs.

Responsibilities

• Managing end-to-end order to cash cycle – ensuring all EDI and manual order are processed, troubleshooting issues/errors, load planning, customer appointment management and month end reconciliations
• Partnering with LC and 3PL teams to ensure all the outbound deliveries and shipped on time
• Communicating and developing relationships with customer replenishment departments through Teams meetings, phone, email and co-managed working groups
• Reviewing and correcting orders for discrepancies in pricing, quantity, and other important details
• Interfacing effectively and proactively with internal groups such as Sales, Operations, Logistics, and Demand & Supply Planning
• Coordinating with CPFR/Logistics team to validate and negotiate fines
• Having working knowledge of upcoming customer promotions and current item issues to mitigate on shelf availability risks
• Managing customer orders to support and optimize on-time and product fill rate
• Reporting product fill rate, customer delivery appointment and want date adherence, lead-time and cycle time variability, and inventory levels
• Recommending strategies to improve product fill rate, order frequency, lead-time variability, inventory levels, and cost to serve

Required Qualifications:

• Bachelor’s Degree
• 1+ years of SAP experience and order processing
• Must have cross functional teams’ experience
• Strong computer skills (Excel, PowerPoint, and Word) are critical for success
• Must be able to work in a fast-paced environment

• Ability to multi-task effectively while working in a fast paced and outcome driven environment
• Proficient written and oral professional communication
• Demonstrated ability to work independently and initiate action

Please submit your detailed resume to Karen at kbell@averyhr.com.  Only those being considered will be contacted for an interview.