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Customer Solutions Analyst
3 months ago
This is a Hybrid position with Monday, Tuesday, Wednesday onsite and Thursday, Friday Remote
BlueTriton is a leading provider of spring and purified water products - the name behind your favorite bottled water brands. We are proud to offer an extensive portfolio of highly recognizable, responsibly sourced, and sustainably packaged spring water in addition to other quality products and services. Get ready to quench your thirst with exciting possibilities when you join BlueTriton for a fiercely good career doing work that matters.
Water might seem simple enough, but there is a lot going on beneath the surface. Working in a factory or warehouse requires rolling up your sleeves to get things done and the tenacity to go the extra mile again and again. We believe the rewards are worth the effort: a business you help shape, a supportive team you learn from, and the chance to have a sustainable impact in which you can truly be proud.
Job Description
We are currently seeking a Customer Solutions Analyst in Coppell, TX and report to the Manager, Customer Solutions .
The primary responsibilities will include serving 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 E2E Order to Cash process flow.
Schedule: Hybrid position. Reporting is required a minimum of three days in the office.
Key responsibilities include but are not limited to the following:
• Complete and resolve demand capture failures within defined Service Level Agreement (SLA)
• Align material information with customer to be able to capture orders
• Collaborate with customer or cross functional business partners to resolve blocked orders within SLA
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
• Order Fulfillment:
-Contact customer when required due to Out of Stock or Stock Allocation issues
-Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
-Contact customer and propose resolution for issues identified due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)
• Be principal customer contact for capturing, creating and registering all return/refusals requests
• Assess compliance of Return Requests according to Market Return Policy Conditions
• Ensure refusals created by Transplace (Transportation) contain appropriate order reason code and correct pricing prior to billing
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future
• Collaborate with Billing in the resolution of billing issues that require customer contact
• Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC 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 applying NCE methodology
• Participate in NCE operational review meetings
#LI-Hybrid
Qualifications
Key qualifications include:
• Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone; or 7 day operations
• EXPERIENCE: 2 years of work experience in the CPG industry and/or Trade promotion experience preferred SKILLS: Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone;
• 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 SAP, BW and Business Objects preferred
• Ability to work in a fast paced environment and handle multiple priorities Ability to demonstrate sense of urgency based on business demands
• Ability to work independently with minimal supervision
• Strong Customer Service mindset and passion for delighting customers internally and externally
• Ability to build effective relationships with business partners
• Proactively seeks continuous process and service improvements
• Must enjoy working in a team-based environment
• Strong result-orientation
BlueTriton Brands, Inc. (“BlueTriton”) is a water and beverage company in North America that produces and distributes a portfolio of brands of spring water, purified water, and other beverages, which include Poland Spring®, Deer Park®, Ozarka®, Ice Mountain®, Zephyrhills®, Arrowhead®, Origin™, Saratoga®, AC+ION®, Pure Life®, B’EAU®, and Splash Refresher™. BlueTriton also owns and operates ReadyRefresh®, a water and beverage delivery service for homes and offices.
Headquartered in Stamford, Connecticut, BlueTriton is a privately held company with operations and distribution primarily in the United States and Canada, employing more than 7,000 employees. BlueTriton manages water resources for long-term sustainability and helps protect more than 20,000 acres of watershed area owned by the company from harm and destruction. The company sources from 56 springs and has 30 production facilities across North America, with some verified to the Alliance for Water Stewardship Standard. BlueTriton is a Water Champion with The Water Council and has committed to be verified under their WAVE program.
BlueTriton Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com (xyz@bluetriton.com)
