Customer Service Analyst II, Replenishment; Onsite: Bentonville, AR

Customer Service Analyst II, Replenishment

Onsite:
Bentonville, AR

• Manage Customer Inventory (40% of time)
  • Monitor, edit, and place orders to maintain agreed in‑stock levels while adhering to inventory targets.
  • Ensure customer orders align with appropriate lead times, stable demand volatility, low percentages of rush orders and cancellations, and Niagara supply constraints to support efficient cost to serve.
  • Monitor and collaborate on metrics not controlled by the Replenishment team but highly influential to their operation, such as forecast accuracy, on‑date delivery, order reschedules, missed pick‑ups, appointment availability, percentage of orders scheduled, product availability, and carrier performance.
  • Collaborate with customers to address concerns and initiatives related to ordering tools, data discrepancies, distribution center or store inventory, inventory builds, and changes in ordering or inventory strategies.
  • Design and maintain inventory policy for the assigned customer, evaluating policy by item, customer location, and quarter. Inventory policy requires the calculation of ideal DOH based on desired service level, lead‑time, volatility, receiving constraints, and shipping constraints.
  • Propose, design, order, and manage successful customer inventory builds.
  • Maintain the inventory planning tool (GRS) accurate and actionable.
  • Support onboarding of new lines of business, including new ship‑to locations and new items within replenishment programs.
• Collaboration with other departments to resolve critical customer issues (30% of time)
  • Align with customer buyer, merchandizing team, and/or customer supply chain team on all tactical and strategic efforts to keep customer inventory healthy and effective.
  • Collaborate with the Niagara Sales Team on customer relationship building, collaboration, communication, and alignment.
  • Work with Customer Service Account Management to monitor order scheduling status, missed orders, backlog orders, cancellations, appointment availability, etc.
  • Work with Demand Planning to understand customer sales forecast, market activities, promos, product movements, inventory builds, etc.
  • Collaborate with Finished Goods Planning to manage product availability challenges, urgency of product recoveries and help on network constraint relief plans.
  • Work with Logistics and Carrier Relations to guarantee healthy delivery of VDE loads, assess carrier performance, and communicate lane volume or frequency changes.
• Communication (20% of time)
  • Maintain, monitor and pull data to create reports to inform Supply chain, Finance, and sales teams of assigned accounts healthiness.
  • Participate and represent Niagara’s supply chain in customer calls and visits.
  • Have constant check‑ins with customer buyers, the customer merchandising team, and the Niagara sales team.
  • Provide quarterly updates to customers, sales, and supply chain stakeholders.
• Continuous Improvement (10% of time)
  • Partner with support departments such as Continuous Improvement (CI), Decision and Data Intelligence (DDI), Information Technology (IT), and Artificial Intelligence (AI) to drive projects that improve process effectiveness and efficiency.
  • Perform postmortem analysis of derailing metrics and participate in corrective action plan.
  • Recommend solutions to customer issues and monitor key process improvement measures and performance metrics for continuous improvement.

• Minimum Qualifications:
  • 2 Years – Experience in Supply Chain/Customer Service or other related field
  • 2 Years – Experience in Analytics (experience may include a combination of work experience and education)
  • Travel: 10% - Once a quarter
• Preferred Qualifications:
  • 4 Years – Experience in Supply Chain/Customer Service or other related field
  • 4 Years –…