Customer Service Analyst: Mastering Orders & Accounts

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Full Time Indiv Contributor Oakbrook Terrace, IL, US

2 days ago Requisition

Salary Range: $65,000.00 To $75,000.00 Annually

Sara Lee desserts have always stood for incredible flavor and superior value in the frozen food aisle and away from home markets. For the first time in over 60 years, Sara Lee is operating independently as Sara Lee Frozen Bakery, a collection of top brands united in quality and innovation, including Sara Lee®, Chef Pierre®, Bistro Collection®, Superior on Main® and Cyrus O’Leary’s®.

Sara Lee Frozen Bakery is proud to take these iconic brands into a new era and to continue the evolution that transformed one small Chicago bakery into an American institution. Using carefully sourced ingredients and time-honored recipes, the company is committed to making life’s moments a little sweeter, putting its customers first and discovering new ways to make everyone’s favorite foods even better.

Our vision is to be the world’s most beloved bakery by creating irresistible foods, growing with our customers, and delivering value for all. We believe that each of us has unique points of difference and experience to offer. We will achieve success through collaboration and innovation in an environment where employees feel empowered to execute with speed.

The Customer Service Analyst is responsible for managing the day-to-day customer service needs of multiple customer accounts, ensuring accurate and timely order execution while delivering a high level of customer satisfaction. This role serves as a key liaison between customers and internal teams, proactively managing orders, resolving service issues, communicating risks, and identifying opportunities to improve the customer experience.

The ideal candidate is highly organized, analytical, customer-focused, and comfortable managing multiple priorities in a fast-paced Consumer Packaged Goods (CPG) environment.

• Manage a portfolio of customer accounts and serve as a primary point of contact for order management, product availability, delivery, and service-related inquiries.
• Manage the end-to-end order lifecycle, including order entry/review, order changes, product availability, shipment status, delivery issues, and order completion.
• Monitor open orders and proactively identify potential service risks, including inventory shortages, allocation constraints, transportation delays, and order discrepancies.
• Partner with customers and internal teams to prioritize orders and develop solutions when supply or operational constraints arise.
• Build strong working relationships with customer contacts and provide timely, accurate, and professional communication.
• Collaborate cross-functionally with Sales, Demand Planning, Supply Planning, Transportation, and other teams to resolve customer issues.
• Research and resolve order discrepancies, shortages, deductions, pricing issues, delivery concerns, and other customer service exceptions.
• Analyze customer service performance and identify recurring issues, root causes, trends, and opportunities for process improvement.
• Track and support key customer service metrics such as case fill rate, on-time delivery, OTIF, order accuracy, and customer-specific KPIs.
• Maintain accurate customer and order information.
• Understand customer-specific requirements, including ordering processes, lead times, shipping requirements, appointment requirements, and compliance expectations.
• Support new customer, item, or process implementations as needed.
• Participate in continuous improvement initiatives designed to…