Customer Service Analyst

Summary

Join Chomps, a rapidly growing food brand, as a Customer Service Analyst! In this dynamic role, you will proactively manage customer orders, identify at-risk orders, and ensure timely delivery. You will collaborate with internal and external partners to improve processes and support departmental reporting needs using Excel and PowerBI. This remote, full-time position requires a Bachelor's degree, 1-2 years of relevant experience, and strong analytical and communication skills. Chomps offers a competitive salary, benefits including medical, dental, vision, 401k, and unlimited PTO, plus opportunities for growth and development within a fast-paced, entrepreneurial environment.

Requirements

• Bachelor's degree in Supply Chain, Analytics, Sales, Business, or related field
• 1-2 years of relevant experience
• Strong analytical skills
• Proficiency in Advanced Excel
• Outstanding time management skills with demonstrated success of managing multiple concurrent workstreams
• Outstanding communication (both verbal and written) and relationship management skills

Responsibilities

• Proactively manage customer orders by tracking POs from receipt to delivery
• Identify at-risk orders and proactively remedy solutions across fulfillment and sales teams
• Identify opportunities to improve procedures and policies that add value to the business (i.e., lead time, MOQ improvements)
• Confirm all POs have been accepted/showing up in NetSuite to avoid delays
• Own Expedite Requests
• ASN process improvement
• Own Projected monthly fees at the customer level
• Track shipments from pickup through delivery so that accurate, up-to-date information can be provided regarding any shipment
• Support weekly internal customer order prioritization discussions with key stakeholders by conducting inventory availability analyses
• Flag POs that are specific to customer launches, promotions, etc
• Document weekly allocation meetings for the team to reference in future weeks
• Maintain effective communication with the sales team to ensure customer issues/challenges are handled in a proper manner
• Communicate external cuts/PO updates (late POs) with all external retail partners
• Work with accounting to ensure any finance-related issues (e.g., order discrepancies, credit holds, pricing, etc.) are addressed and resolved as needed
• Assist in resolving problems concerning transportation, logistics systems, or customer issues
• Support business analytics, sales & fulfillment department reporting needs through a combination of Excel and PowerBI, including weekly reporting on on-time and in-full (OTIF), customer fees/fines, order cuts, etc. to support identifying customer service performance and driving improvement plans
• Create reports where needed to proactively manage POs across all customers
• Support sales operations team on forecasting needs across customers as needed
• Collaborate with operations on optimizing transportation methods across customers
• Support in annual maintenance of customer documentation (i.e., fees & fines, shelf-life guarantees, MOQs, etc.)
• Collaborate with the team to review and update internal documentation (i.e., spec sheet) on a bi-annual basis

Preferred Qualifications

• CPG experience
• PowerBI experience

Benefits

• Medical, dental, and vision insurance
• 401K 6% match
• Monthly reimbursements for wellness and home office
• Unlimited PTO and 11+ paid holiday days
• Hybrid & flexible remote schedule
• Paid maternity and paternity leave
• Bi-annual total team in-person activities
• Company-wide Continual Education budget
• 10% annual bonus