Customer Solutions Analyst

Job Category
:
Customer Service/Order Management

We’re starting a new chapter in our journey as Dreyer’s Grand Ice Cream, now part of Froneri. Having nearly 100 years of winning experience in the U.S with a robust portfolio of powerhouse brands that consumers know and love, and the backing of a global pure-play ice cream organization, we’re poised to accelerate growth. Headquartered in the Bay Area, a hub for up and coming food trends, we focus on both the future and the present.

In both our offices and our factories, we are determined to overcome obstacles, learn from failure, and raise our game. With a renewed focus on frozen treats, our tight-knit team of ambitious innovators are fully immersed in the business and encouraged to flex and make decisions quickly. We are committed to pursuing every great idea, and delivering the best ice cream experience to our consumers, when are where they want it.

Unleash your potential at Dreyer’s Grand Ice Cream and discover what a sweet career has in store for you.

The Customer Solutions Analyst serves as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the order lifecycle. This is a fully remote position, with a preference for someone in California and a shift time of 6 AM to 3 PM Pacific, but can be flexible for the right candidate.

Order Management:

• Identify and resolve order failures within defined timeline
• Work with customers and sales to ensure orders meet specified ordering guidelines
• Proactively answer customers questions and anticipate their needs
• Relationship building with key stakeholders to build trust and partnership
• Regularly monitor open orders for assigned customers to ensure adherence to the tasks and cadence
• Collaborate with customer or cross functional business partners to resolve blocked orders
• 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 cuts to customers
• Contact customer and propose resolution if issues identified post fulfillment due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
• Collaborate with Accounts Receivable in the resolution of billing issues that require customer contact

Additional Responsibilities:

• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics 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
• Participate in operational review meetings

Ability to improve efficiencies in the Supply Chain by ensuring that the order management process is streamlined and standardized.

• 2 – 4 years experience working directly with customers is required.
• Experience in Supply Chain preferred (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)

• 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
• Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
• Proficiency in JDE preferred
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision

• Strong Customer Service mindset and passion for delighting customers internally and externally
• Demonstrates a strong desire to develop trust and long-term relationships
• Proactively seeks continuous process and service improvements
• Performance –…