Schwan's Company, a U.S. affiliate of the global lifestyle company CJ CheilJedang Corporation, is a leading U.S. manufacturer and marketer of quality foods offered through retail-grocery and food-service channels. Its many popular brands include Red Baron®, Tony's®, Big Daddy's®, Villa Prima™ and Freschetta® pizza; Mrs. Smith's® and Edwards® desserts; and Pagoda® Asian-style snacks. To learn more about Schwan's, visit www.schwanscompany.com.What we are looking for:
This Sr. Customer FSQ Analyst position can work out of any of our manufacturing plants or HQ locations, and is responsible for partnering with various functional areas to understand customer requirements, issues, and challenges. You'd be integral in reviewing all consumer-provided feedback (email, social media, inbound calls, etc.) regarding CJ Schwan's food products. You'd provide base reporting to other team members to use during production, business unit meetings and functional reviews (includes insights, trend analysis, KPI dashboards and escalation reports). You'd also articulate customer and consumer challenges and work toward solutions to resolve them, which may include leading projects. Additionally, you will work to establish initiatives that are designed and implemented to support overall Quality and Customer Experience goals. To note, this position requires you to be located within 45 minutes of any of our headquarters or manufacturing plants (whichever home location works for you).
Responsibilities:
- Assist the business in identifying required changes to existing customer journeys and frames the business issues and customer challenges for the respective business area utilizing customer feedback.
- Documents, reviews and edits requirements and business processes related to a proposed solution.
- Translates customer requirements and communicates needed changes to business partners and teams. Prioritizes needs based on assessment of greatest risk.
- Create reports and queries in the applicable digital applications (e.g. SAP BW, SAP CRM, Clarabridge)
- Responsible for identification and resolution of any data integrity issues. Responsible for reporting systems issues for the team.
- Lead functional design and perform testing of new software, upgrades, or fixes to software, along with creating test scripts for software and communicating test results to Information Services.
- Establish complaint hierarchy and functional processes required to ensure analysis of data is completely understood and communicated appropriately.
- Analyze consumer and customer feedback as a rate of complaints (contacts) per million units sold, by organizing the data in multiple groupings.
- Facilitate the design of ad-hoc analysis due to complaint or sales trends for several business areas including but not limited to FSQ, Production, Marketing, Sales, Product Development, Packaging, Procurement, and Legal.
- Build relationships with stakeholders to establish a keen understanding of product changes and business strategies that could affect complaints, sales, and resulting metrics. This includes outside factors that could contribute to an increase in complaints, such as media attention to particular product concerns.
- Create actionable charts, data sheets, and presentations directed at executive level meetings and leaders, suppliers, and customers.
- Creating and updating a library for customer Food Safety and Quality assurance management system requirements. Identify areas where corporate programs may benefit from standardization to meet multiple customer requirements.
Preferred Qualifications:
Education: Bachelor's Degree or equivalent.
Years of Related Experience: 5+ years.
Knowledge/Skills/Abilities:
- Solid analytical skills as well as experience in large scale information, data and/or reporting projects.
- Database management experience preferred.
- Experience or formal training in Information Technology desired.
- Exceptional communication skills and interpersonal skills with the ability to communicate technical concepts to non-technical users.
- Ability to manage projects.
- Excellent problem solving and analytical ability.
- Strong computer skills and ability to learn technical software.
- Proficient in Microsoft Office suite of programs with advanced Excel skills.
- Advanced proficiency with numeric data analysis.
- Excellent SAP skills preferred.
- Ability to manage multiple initiatives concurrently.
This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications associated with the job. An individual must be able to perform all the duties and responsibilities listed in a fully competent manner to be considered successful in the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties and responsibilities.
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