Customer Solutions Analyst

Overview

Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration. We are currently seeking a Customer Solutions Analyst in Coppell, TX and report to the Manager, Customer Solutions.

Responsibilities

• Complete and resolve demand capture failures within defined Service Level Agreement (SLA)
• Align material information with customer to be able to capture orders
• 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)
• 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 for issues identified due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
• Be principal customer contact for capturing, creating and registering all return/refusals requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future
• Collaborate with Billing in the resolution of billing issues that require customer contact
• 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 and problem solving methodology
• Participate in NCE operational review meetings

Qualifications

• 2 years of work experience in the CPG industry and/or Trade promotion experience preferred
• Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone
• SAP experience preferred
• 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

Skills

• Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone; or 7 day operations