Job Location: Oakland, CA
Job Detail:
We’re starting a new chapter in our journey as Dreyer’s Grand Ice Cream, now part of Froneri. Having nearly 100 years of winning experience in the U.S with a robust portfolio of powerhouse brands that consumers know and love, and the backing of a global pure-play ice cream organization, we’re poised to accelerate growth.
Headquartered in the Bay area, a hub for up and coming food trends, we focus on both the future and the present. In both our offices and our factories, we are determined to overcome obstacles, learn from failure, and raise our game. With a renewed focus on frozen treats, our tight-knit team of ambitious innovators are fully immersed in the business and encouraged to flex and make decisions quickly. We are committed to pursuing every great idea, and delivering the best ice cream experience to our consumers, when are where they want it.
Unleash your potential at Dreyer’s Grand Ice Cream and discover what a sweet career has in store for you.
POSITION SUMMARY:
The Customer Solutions Analyst serves as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow.
PRIMARY RESPONSIBILITIES:
Demand Capture:
- Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
Order Filter:
- Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence
- Collaborate with customer or cross functional business partners to resolve blocked orders within SLA
- Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
Order Fulfillment:
- Contact customer when required due to Out of Stock or Stock Allocation issues
- Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
- Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
Returns and Refusals:
- Be principal customer contact for capturing, creating and registering all return requests
- Assess compliance of Return Requests according to Market Return Policy Conditions
- Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds
- Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value
- Coordinate destruction or donation of goods when physical return is not warranted
- Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing
- Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future
Billing:
- Collaborate with Billing in the resolution of billing issues that require customer contact
Additional Responsibilities:
- Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needs
- Provide 360° visibility on status of orders to customers and internal teams
- Apply appropriate root cause reason codes following global Reason Code Methodology
- Identify, analyze and initiate the escalation process based on escalation criteria
- Drive and encourage continuous improvement mindset applying NCE methodology
- Participate in NCE operational review meetings
FINANCIAL / STRATEGIC IMPACT: Ability to improve efficiencies in the Supply Chain by ensuring that the order management process is streamlined and standardized.
REQUIREMENTS AND MINIMUM EDUCATION LEVEL:
- Undergraduate degree preferred, not required
EXPERIENCE:
- 2 – 4 years experience working directly with customers is required.
- Experience in Supply Chain preferred (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)
SKILLS:
- Excellent written and verbal communication skills
- Excellent analytical aptitude with a proven ability to analyze/interpret data
- Well-organized, methodical thinker with excellent decision-making skills
- Strong and creative problem-solving skills
- Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
- Proficiency in JD Edwards is a plus
- Ability to work in a fast paced environment and handle multiple priorities
- Ability to work independently with minimal supervision
OTHER PERSONAL QUALITIES:
- Strong Customer Service mindset and passion for delighting customers internally and externally
- Demonstrates a strong desire to develop trust and long term relationships
- Proactively seeks continuous process and service improvements
- Strong result-orientation
The pay scale for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The pay scale disclosed below has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Dreyer’s Grand Ice Cream, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. The pay scale for employees currently in this role is from $53,000-$70,000. A good faith estimate of the range the company will pay for successful applicants for the current opening is $50,000-$55,000.
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