Customer Success Analyst

6 months ago

Toronto, Canada Club Coffee LP Full time

**Client Success Analyst**

The Client Success Analyst ensures the highest levels of service and experience possible for the Clients of Club Coffee/**ofi**. The Client Success Analyst is a dual responsibility role of both processing daily customer needs like orders or unexpected issues as well as creating and interpreting future looking trends of customer demand, sales/SKU history and other analysis as needed. Primary responsibility focuses on the intake and processing of all orders (EDI or manual entry), logistics and troubleshooting, and communication with warehousing services. In addition, the Client Success team builds close relationships with client teams to gauge demand, determine upcoming needs, and support forecasting into Club Coffee/**ofi** demand planning as well as communication with internal procurement teams. This role serves as the key relationship for clients on day-to-day volume and serve as the internal “Voice of the Customer”.

**Primary Responsibilities**:

- Uses Excel and/or other tools to create demand forecasts used by internal supply chain teams for procurement and inventory management. Creation of graphical models, pivot tables and actionable predictions will be required for sharing with internal and external stakeholders. Providing analysis on sales trends and process improvement projects. Other analysis like sales trends or process improvement projects.
- Frequently managing multiple customer requests requiring problem solving and collaborating with internal departments regarding order change requests - some negotiation needed
- Attention to detail on execution of unique customer processes regarding information requests, order details (eg. MTO vs MTS), key dates and communication
- Collaborate with internal operations teams, 3rd party warehousing and logistics partners on outbound order processing/shipments. Where necessary, revising order dates or transportation as required by the company and/or customer
- Client Standard Operating Procedures (SOP’s) creation and regular maintenance for the assigned clients to ensure alignment to Client needs
- Improve client satisfaction, engagement and relationships with all assigned customers and implement improvements to drive efficiencies and service
- Prepare demand forecast for Strategic Client product portfolio’s as well as overall monitoring of all sales forecasts
- Participate in cross functional meetings within Club Coffee/**ofi** to support production, operations, and commercialization functions (SIOP)
- Support with internal metrics on service levels, issues and resolution, service enhancement opportunities, and process improvements
- Engage in the overall results of Club Coffee and **ofi** by contributing to and following strategic decisions in the best interest of the company
- Other duties as required

**Requirements**:

- 3-5 years’ experience in Client Success/Customer Service function
- College diploma in business or related field an asset
- Analytical skills
- High level of proficiency with excel functions such as pivot tables, graphing & trending, macros/VBA
- Experience with SAP and Salesforce an asset
- Fluency in French and/or Spanish an asset
- Extrovert personality, multi-tasking, calm demeanor, able to handle stressful situations, process driven and a good communicator who can provide detailed but concise communication to clients.

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