Customer Solutions Analyst

at  Perfetti Van Melle

OVERVIEW

Perfetti Van Melle (makers of Mentos, Airheads, Dentyne, Trident and Bubblicious!) is one of the world’s largest manufacturers and distributors of confectionery and chewing gum with global brands that are being enjoyed in more than 150 countries worldwide. We’re currently seeking a passionate and enthusiastic Customer Solutions Analyst to join our growing team.

WHAT WE NEED FROM YOU

• 1+ year’s prior experience in a customer facing role.
• Bachelor’s degree with internship experience.
• MS Office Application experience is required.
• SAP experience preferred.
• Continuous improvement background preferred.
• Openness to develop into other functions and geographies within the business.
• Strong leadership skills.
• Experience in customer facing organizations preferred.
• A solid understanding of customer service processes in the FMCG Retail and Wholesale space preferred.
• Exceptional communication skills. Communicate daily with all internal and external business partners to resolve issues and provide needed reports and/or information.
• Ability to enhance partnerships with customers so as to enable business growth.
• Good business and financial acumen preferred.
• Strong problem-solving and analytic skills.
• Development and analysis of process/business scorecards to leverage data and KPIs to drive business improvements.
• Strong written and verbal communication skills across all levels of the organization. Must display the ability to present complex data in simple, cohesive form to allow for effective decision making.
• Excellent attention to detail
• Ability to quickly establish credibility and navigate across matrix organization while engaging others to ensure the most effective solutions are implemented.
• Capacity to build relationships internally and externally.
• Strong ability to move between tactical and strategic aspects of business.
• Confidence and success in problem resolution, resourcefulness and the ability to adjust to changes.
• Ability to travel up to 10% of the time to interact with key customers.

The Customer Solutions Analyst will be required to lead and enhance partnerships within the customer base and improve Customer Service Metrics for both the US and Canadian businesses within PVM. Additional responsibilities include:

• Understand and manage assigned customer base’s order process.
• Manage the customer’s needs and develop relationships with key contacts to deliver superior service.
• Develop processes and methods to collect and maintain large data sets. Ability to analyze data, identify problem areas and recommend solutions to drive better results.
• Develop and maintain strong scorecards that reflect PVMs performance against customer requirements.
• Proactively communicate with the organization to manage unforeseen issues, and/or to capitalize on opportunities to better serve our customers and grow our business.
• Ability to participate in projects as needed.