Logistics Customer Service Analyst - Tracy, CA

At Ghirardelli, we are on a mission to become a one-billion-dollar brand and beyond. We want to be every consumer's first choice of premium chocolate, and we believe we can do that through our products and the way we do business, which are all inspired by our brand commitment to Making Life A Bite Better. We are a company committed to both personal and professional growth and believe that each employee contributes directly to Ghirardelli's growth and success.

The role is a core Supply Chain operational role focusing on the daily processing and management of sales orders transactions. For a defined portfolio of Customers, and in daily close contact with internal sales counterparts as well as customers' ordering team(s), the CSA (Customer Service Analysts) goal is to maximize On Time and In Full service levels in compliance with internal Logistics processes and cost targets.

Using the SAP system as a key daily tool, the CSA manages a pool of sales orders received from the various assigned customers. Depending on the period of the year and seasonality, the number of orders to review, as well as the number of lines in the orders will vary (on average between 50 to 100 orders daily with multiple lines). The CSA work will focus on solving orders that show service issues/exceptions. By coordinating with the customers and the internal stakeholders, the CSA owns the process to drive the resolution. The CSA is the face of the company to our customers and therefore must show accountability and drive in building fruitful relationships with their counterparts. The CSA will also be the owner of ensuring that the orders are being released in accordance to defined Logistics rules (e.g.: order releasing to the 3 pl on time for picking etc...)

Essential Functions:

Customer Service / order processing and management

• Work on a daily order processing cadence using SAP S4 Available To Promise method; review daily order exceptions and ensure order compliance.
• Own the daily on time release of orders to the warehousing/transportation planning teams for efficient processing and shipment planning
• Effectively address complex customer issues and handle complex customer orders, such as multi-ship, liquidation, export, and web based.
• Work within SAP S4, Excel and other reporting tools that often require manual manipulation of data to determine root cause and overall order issues that require problem solving on behalf of customers.
• Work with customers ordering team(s) to resolve issues of non-compliance to Minimum Order Qty; drive upsell when relevant

• Responds to customer calls, emails, web orders and inquiries, and customer service issues.
• Performs issue resolution and root cause analysis. Resolve customer problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Effectively and timely communicates issues and resolutions to internal stakeholders and be an active part of the extended sales team
• Proactively contacts customers when identifying availability issues and proposes solutions to prevent customer dissatisfaction and optimize On Time and In Full order fulfilment KPI (Key Performance Indicators)
• As a reliable team individual works towards team goals, actively participates in meetings and projects.
• Central contact person for all supply chain inquiries for a defined set of customer(s)
• Issue credits, freight claims and pricing adjustments as needed.

Analytics and Reporting

• Using SAP S4 ATP (Available to Promise) report and other reporting tools (Open order reports etc....), ensure that visibility of orders exceptions can be escalated and clearly communicated to internal and external stakeholders.
• Provide ad hoc analysis for internal and external customers to ensure company compliance with set fill levels and on-time deliveries.
• Conduct root cause analysis, identify, and implement corrective action(s) to prevent issue from reoccurring.
• Identify patterns and opportunities to reduce overages, shortages, and damage for customer deliveries.

Minimum Education & Experience Required

• Bachelor's degree. Equivalent experience could diminish the degree requirement
• Min 3 years customer service experience (or logistics coordination, ecommerce, or order processing in a manufacturing/production environment

Physical, Mental & Environmental Requirements

Some examples of working conditions:

• Occasionally required to lift and/or move up to 25 pounds
• Required to regularly sit
• Must be able to work seated or standing for at least 8 hours
• Must be able to concentrate for extended periods of time paying close attention to detail
• Works in a normal office environment
• Required to travel up to 20% of the time

Salary Range is based on location and experience.