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Dreyer's Grand Ice Cream · 1 month ago

Customer Solutions Analyst

Visalia, CA

Full-time

Onsite

Entry, Mid Level

$55K/yr - $55K/yr

2+ years exp

Dreyer's Grand Ice Cream is a well-established company now part of Froneri, focused on delivering high-quality ice cream products. The Customer Solutions Analyst will act as the primary contact for customers, optimizing order management and ensuring efficiency throughout the order lifecycle.

Food and BeverageFood ProcessingSnack Food

Responsibilities

Identify and resolve order failures within defined timeline

Work with customers and sales to ensure orders meet specified ordering guidelines

Proactively answer customers questions and anticipate their needs

Relationship building with key stakeholders to build trust and partnership

Regularly monitor open orders for assigned customers to ensure adherence to the tasks and cadence

Collaborate with customer or cross functional business partners to resolve blocked orders

Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)

Contact customer when required due to Out of Stock or Stock Allocation issues

Collaborate with Order Fulfillment team to resolve issues preventing cuts to customers

Contact customer and propose resolution if issues identified post fulfillment due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Collaborate with Accounts Receivable in the resolution of billing issues that require customer contact

Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics 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

Participate in operational review meetings

Qualification

Order ManagementSupply Chain ExperienceAnalytical SkillsMicrosoft Office ProficiencyCustomer Service MindsetAccountabilityResults FocusedProblem-Solving SkillsTeamwork

Required

2 – 4 years experience working directly with customers is required

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)

Ability to work in a fast-paced environment and handle multiple priorities

Ability to work independently with minimal supervision

Strong Customer Service mindset and passion for delighting customers internally and externally

Demonstrates a strong desire to develop trust and long-term relationships

Proactively seeks continuous process and service improvements

Performance – Open to change and will always look for better, simpler and more effective ways of operating

Entrepreneurial – Challenges the status quo and explores new ideas and opportunities

Seek Continuous improvement - Continually striving to increase knowledge of the processes and products - Understand all tasks, processes and activities as an expert in Ice cream

Teamwork – Commitment and enthusiasm to working together to achieve better outcomes

Accountability – Personal commitment, full participant who uses personal impact and ability to influence to build the business. Takes pride and accepts responsibility of the work, decisions made and advise given. Drive Froneri culture drivers and Ways of working into your teams

Customer focused – Partnering with our customers to drive the category, their business and ours

Results Focused – Commitment to achieving our goals