Customer Service Analyst - Upfield

Customer Service Analyst

Location: 2 days on-site, 3 days remote at the Hackensack, NJ office


About the position  

The Customer Service Analyst is primarily responsible for working with our Key Account Manager(s) and Customers to maintain excellent on shelf availability, forecast accuracy and service level. The main focus is on providing the Upfield planning and sales teams with insight from the customer via detailed understanding of customer systems, processes and the customer distribution centers to to facilitate the execution of events and communicating information to the customer about upcoming Upfield activities. As CSA, working with the customer to improve our service and delivery efficiency is key to continuing our partnership. This role will require regular meetings and use of Customer systems as well as Upfield systems. The Customer Service Analyst will be reactive to short term demand fluctuations and provide insight on stock, changes to distribution and buy-in phasing to help to interpret stock flow patterns and facilitate decision making during short stock situations but the primary focus will be on ensuring the forecast is right first time to avoid the need for this.


So, what does it take to be successful in this role? 

As an experienced customer service associate (minimum of 2 years), you will have previously worked within Supply Chain using SAP or other ERP systems. You are a team player with both the internal and external stakeholders and have strong decision making skills, similarly to a project manager with the ability to analyze, plan, influence and organize.

Working closely with key contacts with the customer

  • Drive sales through optimizing flow of stock to shelf
  • Report, analyze and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation.
  • Build close relationships to create a partnership with an open and transparent dialogue and flow of information.
  • Optimize Customer order profile (drop size/frequency).
  • Deliver optimum On Shelf Availability through interactions with the Sales Team, customer systems and processes.
  • Maintaining customer satisfaction levels.
  • Support Customer Meetings & Reviews.


Working closely with key contacts within Upfield

  • Support Supply and Replenishment Planning through review and communication of volume variances as well as medium term through formal root cause analysis of major variances and taking preventative actions.
  • Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand.
  • Handle major variances to customer ordering pattern, such as promotions, depot or store openings and network changes.
  • Support total customer service team and maintain operational cover in times of absence or other priorities.


What’s next 

We understand your resume might not be up to date and recommend that you apply with what you have or your LinkedIn Profile. Please apply by May 30, 2023. Upfield is dedicated to building an inclusive and diverse workplace, we understand that you might not meet all the requirements stated in the description, but we encourage you to apply anyway. You might be the right candidate for this role or other roles.  

Upfield is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, experience, and knowledge. We ensure job advertisements are free from unintentional bias.  

No personal characteristics should be a barrier to joining Upfield. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics. 




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