Logistics Customer Service Analyst

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 Logistics Customer Service Analyst manages the Ghirardelli service relationship for a defined set of customers to maximize On Time and In Full service goals aligned with our logistics and cost standards. Responsibilities of this role includes partnering with assigned internal sales team to manage the service for assigned customers and experience with Ghirardelli. This role requires sound judgement to assess the customer needs, internal policies and sales strategy to develop and deliver excellent service regarding product order delivery and billing.

Essential Functions

• Logistics Customer Service/ Order Management:Develop and manage positive customer relationship with assign customers and internal sales team. Understand sales objectives, customer requirements and internal standards to make decisions to support business relationship and manage service.
• Publish updates regarding Logistics and Customer Service processes to internal department within Ghirardelli and the Supply Chain Network
• Work on a daily order processing cadence using SAP S4 Available To Promise method; review daily order exceptions and determine best resolution to achieve objectives.
• Own and manage 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.
• Respond to customer calls, emails, web orders and inquiries, and customer service issues and determine solutions to achieve goals.
• Perform 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 communicate issues and resolutions to internal stakeholders and be an active part of the extended sales team.
• Proactively contact 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 work towards team goals, actively participate in meetings and projects to support continuous improvement.
• Central contact person for all supply chain inquiriesfor a defined set of customer(s) to manage the customer relationship pertaining to Ghirardelli service.
• Assess and determine when to apply credits, freight claims and pricing adjustments as needed.