Customer Service Analyst

Customer Service Analyst

At McCormick, we bring our passion for flavor to work each day. We encourage growth, respect everyone's contributions, and do what's right for our business, our people, our communities, and our planet. Join us on our quest to make every meal and moment better.

Founded in Baltimore, MD in 1889 in a room and a cellar by 25-year-old Willoughby McCormick with three employees, McCormick is a global leader in flavor. With over 14,000 employees around the world and more than $6 billion in annual sales, the company manufactures, markets, and distributes spices, seasoning mixes, condiments, and other flavorful products to the entire food industry, retail outlets, food manufacturers, food service businesses, and consumers.

While our global headquarters are in the Baltimore, Maryland, USA area, McCormick operates and serves customers from nearly 60 locations in 25 countries and 170 markets in Asia-Pacific, China, Europe, the Middle East and Africa, and the Americas.

At McCormick, we have over a 100-year legacy based on our "Power of People" principle. This principle fosters an unusually dedicated workforce requiring a culture of respect, recognition, inclusion, and collaboration based on the highest ethical values.

Position Overview

This position is responsible for providing excellent customer service and order management while maintaining strong professional relationships with assigned customers, sales, and supply chain teams and external business partners. The Customer Service Analyst will be required to use analytical tools, reports, and partnerships to identify operational gaps and develop sustainable solutions to maximize internal and external efficiency and customer satisfaction.

Key Responsibilities

• Receives, enters, and manages customer purchase orders from order receipt via shipment in cooperation with haulers and warehouses to order billing and registering customer complaints.
• Prepares, collects, and archives shipping/export documentation. Manages portfolio that includes strategic customers, as applicable.
• Analyze customer and logistics data to include service performance (scorecards), number of orders, frequency, shipments, and effective systems and periodic updates to monitor and advise Account Managers and CS Mgr on order status, issues, or outlook.
• Manages customer and business partners queries and data: answers questions, investigates and provides solutions, processes master data and other requests.
• Ensures customer satisfaction through proactive communication with customers and business partners to gauge satisfaction levels and resolve as needed.
• Investigates and assists with implementing proactive methods for continuous improvement by participating in data analysis and forming corrective action plans for maintaining and improving service, reducing detention.
• Utilize analytical tools, systems, and data to report business KPI performance and identify and lead service improvements with assigned customer and CCI initiatives.

Qualification & Experience

Bachelor's Degree preferred in Customer Service, Supply Chain, Logistics, Business or related field. Fluent English, additional language/s depending on the portfolio.

1-3 years' experience preferred in Customer Service, Distribution, Logistics, or Supply Chain.

McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.