Customer Service Analyst

Company Name:
Campbell's Soup Company
Requisition Number: 10185
Job Title: Customer Service Analyst
Position Type: Full Time
Job Type: Supply Chain
Company: Campbell Sales Company
Business Unit / Location: Sales Customer Service Center
Imagine...working for a company that knows that its people are the key to its success in the marketplace. A company in which achieving extraordinary results and having a stimulating work experience are part of the same process.
At Campbell, we cultivate and embrace a diverse employee population. We recognize that people with diverse backgrounds, experiences and perspectives fuel our growth and enrich our global culture.
We are looking for an individual who enjoys working in a fast-paced, team-oriented environment, likes to be challenged, and values the opportunity to make a difference.
General Summary:
Responsible for providing excellent customer service and maintaining strong professional relationships with assigned customers and Sales Teams. Perform a broad variety of customer and order service duties relative to the entry and post entry service for all types of orders. Professionally and promptly resolve customer questions and problems by thoroughly researching issues, identifying root causes and offering solutions. Demonstrate good business judgement by knowing how to prioritize critical tasks during very busy demand patterns. Complete related records, reports, and documentation required to support assigned customers. Responsible for performing a variety of accounts receivable duties including the resolution of customer deductions pertaining to sales/shipment allowances. Collaborate with other departments as necessary to process orders: secure appointments, clarify transportation requirements, track display pallets or DSD orders. Keep management well informed of activities and significant problems, and provides support to area staff as needed. Maintain a calm business demeanor under stressful working conditions.
Primary Responsibilities:

Primary responsibility is to manage the order life cycle from creation through delivery to ensure accurate pricing, terms of sales, lead-times, special pack requirement and inventory availability. Build and maintain accurate account profiles.
Work with Customer Service and Sales management to analyze and evaluate key service metrics such as Incentive Pricing, Order fill, On time delivery, Invoice accuracy, case fill, etc. Under moderate supervision, from Team Leader/Manager, assist in conducting root cause analysis and recommending solutions to service related issues to drive improvements.
Communicate with customers by tracking orders and shipments, trouble shooting and responding to all other questions, inquires and complaints in a timely fashion. Meet service level expectations as defined by the customer and sales team.
Coordinate with Sales, Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer or Campbell's.
Provide back up support to other members of the Customer Service Team and perform miscellaneous duties as required. Required to track key metrics for annual performance review.
Job Complexity:
The job complexity is related to the customers assigned to this position. It is based upon a variety of factors including: number of orders, buyers, distribution centers and the complexity of the customer account. The order entry method is mainly EDI, with the possibility of non-complex CRP accounts.
With guidance from Team Leader or Manager, analyze and evaluate alternative solutions to respond to internal and external customer requests relative to lead time exceptions, special events / ads, late-delivery notifications, pricing promotion problems, deductions, merchandise return requests, account consolidations, allocation restrictions and product availability within department and Corporate guidelines.
Clear verbal and written communication to explain issues and propose solutions to customers, sales teams or managers.
Minimum Requirements:
Bachelors Degree required with a discipline in Supply Chain preferred.
2+ years previous experience in a Customer Service with emphasis on Order Management, Transportation and experience working with cross-functional business units in a high-volume consumer products environment preferred.
Demonstrated ability to quickly learn new system (e.g. SAP, Microstrategy, etc.).
Microsoft Office skills. Proficient in basic Excel (formatting, filtering, sorting data) and Word.
Demonstrated experience working cross-functionally and managing multiple priorities desired.
Demonstrated ability to look at problems or projects from the perspective of the customers, competitors, coworkers and managers.
Minimum Requirements:

Normal office environment

Office environment is very busy during September through February and at all fiscal quarter closes (OCT, JAN, APR, JUL). Physical presence in the office is required during key periods.

Some holiday coverage required throughout the year

Office conditions require close proximity in working relationships, so appropriate office etiquette is required.
State/Province: New Jersey
City: Camden
Company Sponsored Relocation: No
Job Classification: Professional
Business Area: United States
Experience: Early Career/Recent Graduate
Workplace Setting: Corporate or Headquarters
Region: Middle Atlantic

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