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Sr. Customer Collaboration Analyst

Location: 

Baltimore, MD, US

Req ID:  32906
Date:  Aug 6, 2022

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

 

OVERVIEW

The Senior Customer Collaboration Analyst supports team initiatives through upholding the organization Vision & Strategy while exemplifying professionalism in all aspects of their role. The Senior Customer Collaboration Analyst (SCCA) is an advanced role with expectations around the analysis of Key Performance Metric achievements, detailed high level customer communication and inter departmental knowledge. The SCCA excels at meeting their account objectives and is a partner for their accounts through driving high level account and departmental specific analysis of Key Performance Metrics.   As a leader in the organization, the SCCA is a trusted business partner both internally and customer facing.  The highest levels of engagement are expected with proactive communications around KPM’s, impactful events and high levels of communication are expected with Sales and Supply Chain to lead collaborative activities for our most Strategic Customers.     The SCCA ensures customer satisfaction by leading initiatives around key metrics along with the Customer Collaboration team and assisting in implementing corrective actions to mitigate risks to ASR Group business.  The SCCA fosters business relationships by effectively communicating with the customer during any issues through to resolution.

 

DETAILED ROLES & RESPONSIBILITIES

Develops and manages a shared vision with strategic customers leading to joint value creation.

  • Formalize the customer collaboration processes and establish the interfaces for cross-functional teams and customer
  • Identify cost savings opportunities with key customers and track savings.
  • Create collaborative relationship within customer and internal supply chain to best service customer.
  • Establish a strong relationship with Sales in order to help drive key initiatives with customers.
  • Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF and other key KPI results
  • Educate key customers on rules of supply such as lead times, Minimum Order Quantities, product information, delivery dates, etc.
  • Escalate challenges or concerns from customers to the CS Collaboration Manager when needed for immediate customer service resolution
  • Analyze and interrupt data in order to improve efficiencies
  • Communicate new initiatives to customer service team and any potential impact
  • Expansion of collaboration work and knowledge into other customers and channels
  • Additional responsibilities to support other activities

 

WORK EXPERIENCES

  • 4-8 years working in Customer Service or inside sales in a manufacturing environment
  • Experience working in SAP/CRM preferred
  • Entry level and beyond work in SAC Cloud, extensive experience in excel and Analysis for Office functions

 

EDUCATION REQUIREMENTS

  • Bachelor’s degree in business administration or supply chain management with a strong academic record
  • Equivalent combination of education and experience will be considered

 

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

  • Drive for Results – perform independently and manage multiple tasks/projects simultaneously
  • Execution – Attentive to detail and demonstrated ability to deliver on accountabilities.
  • Strong influencing and communication skills
  • Ability to manage workload and identify priority tasks to meet tight deadlines
  • Good team player and remains calm under pressure, supporting the company mission
  • Strong verbal and written communication skills
  • Experience of SAP (preferred)
  • Proficient in Excel
  • Knowledge of Power BI is a plus
  • Knowledge about company products and internal processes (preferred)
  • FMCG commercial understanding and customer oriented attitude / approach
  • Effective task management and team player
  • An ability to learn quickly and work effectively with people at all levels of the organisation
  • Highly analytical, yet comfortable using judgment to drive recommendations and decisions with imperfect information.
  • Self-motivated and enthusiastic. Pro-active and flexible work style.

 

LOCATION OF ROLE

  • Baltimore, MD 
  • West Palm Beach, FL

 

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.


Nearest Major Market: Baltimore