Customer Solutions Analyst

We’re starting a new chapter in our journey as Dreyer’s Grand Ice Cream, now part of Froneri. Having nearly 100 years of winning experience in the U.S with a robust portfolio of powerhouse brands that consumers know and love, and the backing of a global pure-play ice cream organization, we’re poised to accelerate growth.

Headquartered in the Bay Area, a hub for up and coming food trends, we focus on both the future and the present. In both our offices and our factories, we are determined to overcome obstacles, learn from failure, and raise our game. With a renewed focus on frozen treats, our tight-knit team of ambitious innovators are fully immersed in the business and encouraged to flex and make decisions quickly. We are committed to pursuing every great idea, and delivering the best ice cream experience to our consumers, when are where they want it.

Unleash your potential at Dreyer’s Grand Ice Cream and discover what a sweet career has in store for you.

Position Summary

The Customer Solutions Analyst serves 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 order lifecycle. This is a fully remote position, but does require someone to live in Northern California.

Primary Responsibilities

Order Management:

• 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)
  
  

Order Fulfillment

• 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.)
  
  

Billing

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

Additional Responsibilities

• 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
  
  

FINANCIAL / STRATEGIC IMPACT: Ability to improve efficiencies in the Supply Chain by ensuring that the order management process is streamlined and standardized.

Requirements And Minimum Education Level

• Undergraduate degree preferred, not required
  
  

Experience

• 2 – 4 years experience working directly with customers is required.
• Experience in Supply Chain preferred (e.g. Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc.)
  
  

Skills

• 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)
• Proficiency in JDE preferred
• Ability to work in a fast-paced environment and handle multiple priorities
• Ability to work independently with minimal supervision
  
  

Other Personal Qualities

• 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.
  
  

The starting pay for this role considers the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The starting pay for employees starting in this role is $55,000 per year.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.