Job Description

The Customer Service Analyst is responsible for creating value for our Farmers and Customers, by analyzing current processes, levering volume, share and margin growth, through executing Darigold’s brand and business development plans, to include, but not limited to; cultivating new business, driving core and new products distribution, effective quality merchandising, efficient pricing and promotion management, accurate sales and trade planning and forecasting and facilitating effective customer fulfillment.

As a member of the Consumer Products team, the Customer Service Analyst will work in a matrix structure, reporting to the Leader of Customer Care and receiving coaching and support from the Consumer Products Leadership team.  To be successful the candidate will demonstrate customer savvy, organizational agility, analytical agility, business acumen and alignment with Darigold’s values to maximize success in delivering customer performance metrics to the organization.

Essential Duties and Responsibilities (other duties may be assigned):

• Primary owner of Customer account set up and management process as it relates to IMI, Oracle, and Demantra.
• Work closely with various stakeholders to ensure alignment of master data rules, elevating the organizations commitment to clean, reliable, and accurate data
• Assist in master data requirements with other functional owners, to ensure functional master data integrity across the operation of financial systems
• Create SOP’s for current and new business processes and reporting requirements
• Contribute to delivering Consumer Products AOP objectives and initiatives to include but not limited to volume, net sales, EBITDA, SG&A expenses, customer service, and retention metrics.
• Improve customer experience by studying, evaluating, and re-designing processes. Define implications of the change, implement changes, and monitor results, including both HQ and site teams in process improvement.
• Project Management Responsibilities: Develop detailed project plans to monitor and track progress, manage changes to the project scope and project schedule, and measure project performance using appropriate tools and techniques
• Lead strategic cross-functional initiatives including new system implementations, UAT, and end user training to ensure successful adoption
• Gathering user feedback on the accuracy, efficiency, and functionality of the systems used across Darigold
• Coordinate and test all EDI implementations with new trading partners, monitor all inbound and outbound documents, coordinate with trading partners to maintain effective EDI relationships, and provide support to internal departments

• Report OTIF (On time and In Full) Metrics
• Develop a deep understanding of customer performance metrics and service expectations and create performance reports and dashboards for senior leadership review.

• Financial analysis of cost savings proposals

Knowledge, Skills and Cultural Fit

• Strong problem-solving, presentation, project management, and planning skills, including expertise with project management software tools, methodologies, and industry best practices
• Comfortable talking about technical matters and an understanding of enterprise system implementations.
• Experience with end-user training.
• Business Acumen: Is knowledgeable and stays current on internal and external business conditions, trends, and competitive activity.
• Functional Skills: Is literate and is an effective user of Microsoft Excel, PowerPoint, Word, and can navigate company data bases, customer portals and third-party data bases and should possess strong written and verbal communication skills
• Analytic agility: Synthesize customer and company insights into executable tactics.
• Organizational agility: Becomes knowledgeable about how the enterprise works and is effective at get things done through formal processes and informal relationship building
• Must have flexibility for weekend work as needed.
• 5-10% travel required

Embody the values of Darigold.

• Leadership
  • Action oriented, focused on driving results
  • Act with integrity and alignment when leading self and others
  • Embrace the company vision of leading Dairy forward
  • Facilitate productive and positive interactions with teammates that drives results
• Stewardship
  • Demonstrate an enterprise value mindset that includes creating value for our farmers, employees, and customers
  • Be a responsible steward of Darigold’s assets including our reputation
  • Be a champion of dairy farming and the Northwest Dairy Association
• Perseverance
  • Sets high standards and goals for self and others
  • Resourceful in the face of obstacles and challenges, maintaining a solution-oriented mindset
  • Realistic and optimistic when facing market volatility and dynamics

Education and Experience:

• 5+ years of relevant experience in customer logistics, customer service or supply chain management
• 3+ years of project management experience
• Bachelor’s degree in Business Management, Supply Chain, Logistics or Manufacturing required
• CPG food and beverage industry experience preferred
• Experience managing multiple strategic customers, with understanding of customer margin management, order management and fulfillment

Darigold is known for delivering fresh, high quality, value-added dairy products to people, & customer-driven solutions to organizations, all around the globe. We are the 5th largest dairy Co-Op in the US & one of the largest privately held organizations headquartered in Seattle, Washington. We produce over 10 billion pounds of milk every year! Since 1918, our Farmer-owners have taken great pride in producing nutritious dairy products with unsurpassed quality. Our work environment provides a results driven, collaborative space, with open & transparent communication, & a culture of celebrating everyone’s wins. Our mid-size private business model provides the ability to have dynamic involvement at all levels of our organization.  We are also proud to say we offer an excellent Total Compensation Package & a few other unique perks to our industry!

Our vision at Darigold is to Lead Dairy Forward – achieving that vision requires cultivating and supporting a team with varying backgrounds, experiences, and perspectives. We are committed to providing a workplace based on mutual respect where all employees feel included and can bring their best and authentic selves to work every day.

We are proud to be an Equal Opportunity Employer and Affirmative Action Employer. We welcome all qualified applicants without regard to race, color, national origin, sex, gender identity and expression, age, sexual orientation, veteran status, disability, marital status, creed, religion, genetic information, or any other characteristic protected by federal, state, or local law.

As a condition of employment applicants offered a role will be required to successfully pass our pre-employment background screen, receive a negative drug screen result & confirm eligibility to work in the U.S. We participate in E-Verify – please follow the links for details, English / Spanish & view our Right to Work Statement, English / Spanish.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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