Customer Service Analyst

Purpose Statement

As a Customer Success DSD Analyst, your mission is to leverage your expertise in supply chain operations, with a focus on the Direct Store Delivery (DSD) model, to enhance the efficiency and customer satisfaction of our operations. You will be instrumental in analyzing data, identifying improvement opportunities, and collaborating with cross-functional teams to optimize our DSD processes. By providing insights, implementing changes, and ensuring compliance, you will contribute to the success of our company and the satisfaction of our customers.

Key Accountabilities and Outcomes

1.    DSD Customer Relationship Management (30%):
       a.    Utilize multiple platforms to organize and generate replenishment order data for the Direct Store Delivery (DSD) route network.
       b.    Serve as the primary point of contact and advocate for customers operating under both DSD route distribution and warehouse models.
       c.    Build and maintain strong relationships with key stakeholders in DSD Operations and Sales, gaining a deep understanding of their specific needs to support customer success.
2.    Data Analysis and Reporting (25%):
       a.    Analyze customer performance data, route trends, and operational patterns to identify opportunities for service improvement and risk mitigation.
       b.    Prepare and present regular reports on DSD customer service metrics to internal stakeholders.
3.    Cross-functional Collaboration (20%):
       a.    Act as the primary liaison for concerns related to DSD operations, ensuring timely and effective resolution.
       b.    Collaborate with technical support and product teams to address DSD specific challenges and influence product or process enhancements.
       c.    Facilitate clear and consistent communication between Warehouse, Operations, Sales, and Planning teams to align on customer needs and fulfillment strategies. 
4.    Continuous Improvement (15%):
       a.    Identify and propose process enhancements and strategic initiatives aimed at improving customer satisfaction and success within the DSD framework.
       b.    Contribute insights that shape long‑term DSD capabilities, tools, and customer success methodologies.
5.    Performance Optimization (10%):
       a.    Provide tailored recommendations and strategies that enhance operational efficiency and support growth within the route distribution model.

Knowledge, Skills, and Experience

•    Bachelor's degree in Business, Supply Chain Management, Business Analytics, or a related field (preferred).
•    2+ years of experience in an analytical role, preferably in a DSD or supply chain environment.
•    Proficient in using advanced analytics tools and software for data analysis and visualization.
•    Strong quantitative and analytical skills with a solid understanding of statistics.
•    Knowledge of supply chain processes, logistics, and inventory management.
•    Exceptional problem-solving skills and attention to detail.
•    Excellent communication skills, both written and verbal.
•    Strong teamwork and collaboration skills.

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