Customer Service Analyst

Mondelēz International

Customer Service Analyst role at Mondelēz International responsible for analytics and continuous improvement projects. Collaborating with teams to enhance customer service order-to-cash processes.

Posted 5/29/2026full-timeEast Hanover • California, New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $61,000 - $84,975 per yearWebsite

About the role

Key responsibilities & impact

Be the voice for continuous improvement in the Customer Service Team
Collaborate with other departments to integrate customer service with business systems or processes; Sales, Order Management, Finance, or Logistics.
Gather and analyze data to determine root cause for customer issues
Develop and implement solutions to resolve customer issues
Recommend optimization projects that drive operational efficiencies and/or an enhanced consumer experience
Create and maintain robust SOPs with maintenance protocol
Improve customer service processes by reducing manual steps and redundancy
Develop and maintain a dashboard of KPI metrics
Monitor KPIs for trends daily, with high sense of urgency for resolving issues
Distribute KPI results and other wins/challenges to Operations team on a monthly cadence
Assist in implementing and verifying specific customer requirements
Maintain customer records to reflect current pick/pack/ship requirements
Capture orders via email, NetSuite, or EDI to begin order shipment preparation
Proactively handle customer shipment routing requests for MABD requirements
Participate in the specific order entry (ASN) process with portals
Work closely with Logistics personnel to present orders for shipping availability for OT requirement
Assists in tracking that goods are shipped and received in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick up through delivery all the while targeting cost reduction, freight savings, service, and contractual requirements.
Track shipments from pickup through delivery so that accurate, up-to-date information can be provided
Assist with the BOL collection and entry process into NetSuite for order accuracy, inventory depletion and EDI integration.
Assist in resolving problems concerning orders, deliveries & customer issues.
Support month end close process
Review OTIF claims and report findings to customers and Finance

Requirements

What you’ll need

HS Diploma required
Bachelors degree or equivalent work experience preferred
3+ years experience in Supply Chain/Customer Service
3+ years experience in Analytics
Strong analytical skills with proficiency in Excel (including Advanced Formulas, Pivot Tables, Charts)
Strong attention to detail and data accuracy
Familiarity w/ Power BI or other data visualization tools preferred.
High sense of urgency and ability to be entrepreneurial and methodical
Experience with Order Fulfillment process (pick/pack, inventory management), Warehousing/Transportation

Benefits

Comp & perks

health insurance
wellness and family support programs
life and disability insurance
retirement savings plans
paid leave programs
education related programs
paid holidays and vacation time

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisKPI metricsorder fulfillmentinventory managementExceladvanced formulaspivot tableschartsPower BIEDI integration

Soft Skills

analytical skillsattention to detailhigh sense of urgencyentrepreneurial mindsetmethodical approachcollaborationproblem-solvingcommunicationcustomer serviceoperational efficiency