Customer Solutions Analyst

Overview

Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration. We are proud to offer an extensive and iconic portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 150,000 retail outlets.

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.

Base Salary: $72,119 - $86,712, this role is eligible for an annual bonus.

Location: Coppell, TX

Health Benefits: Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)

Retirement/Investing:

401K with a 5% match, Employee Stock Purchase Plan (ESPP)

Insurance: Employee Life Insurance, short and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidental death and dismemberment

Other great benefits: Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits

Responsibilites:

• 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 Uber Freight (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 and problem solving methodology
• Participate in NCE operational review meetings

Qualifications:

• 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;
• SAP experience preferred
• 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
• Undergraduate degree strongly preferred
• Availability / flexibility to work different shifts based on customer geography/time zone; or 7 day operations

Salary Range Disclaimer:

The salary range provided for this position is an approximation based on market research, internal compensation data and the candidate’s qualifications and experience. Final salary offers are determined through a comprehensive evaluation of candidate qualifications and may vary depending on factors such as skills, experience, and geographic location of the position. Other components of the compensation package, including benefits and bonuses, will also be considered.

We are committed to fair and equitable compensation practices, and we encourage open dialogue about compensation during the interview process.

Primo 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,…