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Senior Analyst, Customer Fulfillment

Racine, Wisconsin Job ID 16984 Apply

  • The Senior Analyst, Customer Fulfillment is responsible for adherence to the operational strategy to deliver service excellence from Order to Delivery
  • Accountable for all aspects of service for an assigned portfolio of North American retail customers
  • Executes services in a manner aligned with SCJ’s strategy and customer expectations
  • Responsible for troubleshooting issues and advocating on behalf of the customer to address service concerns as it relates to purchase order fill rate, on time delivery, communication and brand responsibility

Essential Duties and Responsibilities:

  • Accountable for all aspects of service for an assigned portfolio of North American retail customers
  • Ensure the accurate processing of customer orders
  • Identify, deliver and lead ongoing effectiveness improvements to order management activity using Lean tools and methodologies
  • Provide operational leadership of day-to-day activities within the Collaboration team
  • Work closely with other members of the Collaboration and Process Excellence Teams to provide outstanding service to all customers  
  • Leverage communication and influencing skills in relation to order management to maximize Key Performance Indicator (KPI) ratings and meet departmental and/or customer service level requirements
  • Required to work closely with SCJ Sales, Customer Supply Chain, and internal Product Supply Planning partners to ensure service excellence for their portfolio.
  • As needed, the Senior Analyst may be required to represent SCJ in customer meetings and/or projects to achieve service goals.  This role may require limited travel to customer account locations within North America.
  • Professionally manage stock allocations together with the Process Excellence Team and in line with Product Supply Planning partners when challenged with inventory constraints
  • Ensure the effective management of new product listings, delists, and transitions into customers in collaboration with SCJ Sales, Customer Supply Chain, and internal Product Supply Planning partners
  • Supported by promotional grids, work closely with SCJ Sales and customers to ensure the professional management of customer promotions and other trade events (shelf resets, mod fill, etc.)
  • Coordinate gathering of customer master data including but not limited to Customer Material Information Records (CMIR) in SAP
  • Utilize established resources and adhere to Standard Operating Procedure (SOP)
  • Maximize collaborative ways of working with customers through analysis driven recommendations that benefit the business.
  • Build and maintain collaborative relationships with  cross functional partners to drive customer and supply chain initiatives

Required Skills / Experience / Competencies:

  • Bachelor’s Degree
  • 1+ year of SAP experience
  • 1+ year of intermediate to advanced level of experience with Microsoft Office

Preferred Skills / Experience / Competencies:

  • Bachelor’s Degree in Supply Chain or Related Field
  • Previous experience in Customer Service or related field
  • Proven analytical capability and ability to analyze and draw insights from data
  • Ability to work independently to prioritize tasks under the pressure of competing demands
  • Knowledge of Lean methodology & tools and focused on continuous improvement
  • Understanding of end-to-end Consumer Product Goods (CPG) Supply Chain desired
  • Ability to lead teams and to influence at all levels
  • Strategic mindset
  • Flexibility/adaptability/respecting deadlines
  • Strong communication written and verbal (all levels of organization)
  • Attention to detail

Job Requirements:

  • Full-time 1st Shift
  • Position require limited travel to the BPO office or customer account locations within North America (may include overnight)

SC Johnson & Son, Inc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, marital status, pregnancy, sexual orientation, ancestry, genetic information, or any other characteristic protected by law.

If you are an individual with a disability and you need an accommodation or other assistance during the application process, please call our Human Resources department at 262-260-3343 or email your request to All qualified applicants are encouraged to apply. Download the EEO is the Law poster for more information.


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