Orlando, FL - This is a hybrid position that requires at least two in person days a month.
Position Purpose
This position is fundamental to ensuring the accuracy and timeliness of their assigned retail affiliations' reporting, stock balance, cycle time, flow through ratio and all customer resolution needs. The analyst will proactively work account health year-round while taking ownership of the audit process from cradle to grave and all relative SLA's and defined metrics for an assigned set of affiliations. The execution of tasks will result in a reduction in costs, improved asset controls, NPS score improvements over the assigned account base, loss negotiations, and process improvements internally and externally. In addition, focus areas include asset controls, customer adherence to stock take date approvals and customer collaboration with stock take date project.
Major/Key Accountabilities
Proactive account health by taking the lead on identifying, correcting and resolving account health issues for assigned retail customers that include but not limited to: stock balance issues, inbound and outbound reporting/Portfolio issues, and providing timely feedback to customer.
Responsible for scheduling of audit dates, execution of entire audit process with guidance from Project Manager, reconciliation of physical count/stock balance variations, and tasked with assisting sales to finalize and close out the audit in a timely manner.
Resolves Customer issues that impact their audit result through utilization of independent research, customer assistance or working cross-functionally with field or in-house teams to ensure timely resolution.
Develop working strategy for each assigned affiliation based on needs and past history to drive process improvements internally and at the customer level.
Partner with Sales, Field Team, Stock Management and all relative teams to collaboratively improve work flow, customer engagement, and perform root cause analysis that will ultimately minimize the loss of assets, improve velocity and decrease damage.
Work proactive account health; maintain direct contact with assigned customer base to resolve outstanding account issues and account health maintenance from cradle to grave.
Facilitate and drive customer engagements on transactions during stock take date project.
Works to complete ad hoc assignments as directed by Manager.
Autonomous Account management issue resolution.
Measures
Issue resolution metrics
YoY loss/surplus reduction for assigned affiliations
NPS improvement with assigned affiliations
Improved asset productivity metrics for assigned affiliations
Authority/ Decision Making
Customer issue resolution
Transaction correction and reversals
Customer training needs
Bulk transfer review, creation and submission
Customer Interaction
Growth opportunity discovery, loss negotiations
Challenges
Frustrated customer issue resolutions
Multi-tasking and competing priorities
Working with dispersed field-based teams
Working across time zones and cultures
Cross functional communication in Orlando Operations Centre
Technical User of Business Analytics, SAP, Siebel, MyCHEP, BlueView, Salesforce
Strong understanding of retail supply chains
Strong organizational, communication and problem-solving skills
Control / Risk Assessment Expertise
Complex problem-solving skills coupled with excellent interpersonal skills
Ability to multi-task and effectively prioritize in a fast-paced and dynamic environment
Ability to work independently and as a self-starter
Base pay range is $65,000-$75,000 annually.
Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.
Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.