Customer Success Analyst

Milo's Tea Company, Inc.; United States; On-site; USD 65,000 - 86,000; Full time

Benefits offered by this job

Competitive salary

100% employer-paid medical premiums

401K with company match

Tuition reimbursement assistance

Continuous learning opportunities

Parental leave program

Job summary

Milo's Tea Company, Inc. is seeking a skilled Order Management Specialist to serve as the primary contact for customer issues, manage end-to-end orders, and build strong relationships for a defined set of customers.

You will analyze ordering trends, OTIF, and late orders, partnering with Supply Chain, Logistics, Sales, and Marketing to deliver proactive solutions and excellent service. The role requires experience in order management, supply chain operations, and a working knowledge of Excel and

Qualifications

• Bachelor’s degree preferred in Supply Chain, Business, Operations, or related field.
• 3+ years of experience in order management, supply chain, or customer service; or 2+ years with an advanced degree.
• Proven subject matter expertise in customer order management and supply chain operations.

Responsibilities

• Serve as the primary point of contact for customer issues related to purchase orders, ordering patterns, lead time, shortages/overages, OTIF, inventory, replenishment, pricing, and logistics.
• Manage customer sales orders end-to-end within TMS, Sage, Mobe and other supporting systems.
• Build deep expertise for a set book of customers to deliver them best in class customer service.
• Analyze and support resolutions and reductions in customer fines and deductions.
• Support an assigned book of business managing tasks such as PO support, new item forms, portal entries, and logistics support.
• Analyze ordering trends, OTIF, and late orders for the assigned customers to provide insights and proactive solutions to supply chain constraints to our operations team.
• Track and resolve PO issues, ensuring timely communication of changes to the customer and account manager.
• Utilize multiple data sources and reporting tools, including Excel and Power BI, to create and monitor shipments.
• Collaborate effectively with cross-functional teams, including Supply Chain, Logistics, Sales, and Marketing, to develop comprehensive customer service plans.
• Remain agile and able to pivot quickly in a fast-paced environment.
• Invest in and is an example of Milo’s Responsibility commitment which includes environmental, social, and corporate governance components.
• Support company projects that impact assigned customer accounts by participating on project teams or providing customer expertise to the project manager.
• The position has Food Safety Responsibilities.
• Other duties as assigned.

Skills

Order management

Supply chain operations

Customer service

Education

Bachelor’s degree preferred in Supply Chain/Operations

Tools

Excel

Power BI

Job description

Company Overview

Milo’s Tea Company is one of the fastest-growing beverage companies in the United States. Our culture and operations are built on the belief that we can make a difference in the world. That is why we put People First and strive to continually reduce our environmental impact on the planet. We leverage our world-class operations and decades-long distribution partnerships to grow the footprint of our core products and create new, innovative beverage products.

• We are the #1 and fastest-growing brand in the Refrigerated Tea Category in the nation.
• Our core mission: People and Planet First — doing good is good for business.
• We are committed to unlocking the personal genius of every associate and have a strong focus on growth and learning.
• Our company is women-led and strongly committed to Diversity, Inclusion, and Belonging.
• We pledge 1% of profits annually to charitable giving.
• We are Platinum Certified in Zero Waste Manufacturing: recycling, reducing, and reusing 95% of waste at all facilities.

Why You Will Love Life at Milo's

You will collaborate with a group of passionate and high-performing people, where everyone feels empowered to do their best work and feels good about the work they are doing.

Benefits

As a People First company, Milo’s is committed to the success and well-being of our associates, customers, and fans, no matter their gender, race, or creed. Some of the remarkable benefits offered include:

• Competitive salary
• 100% employer-paid medical premiums for associates and families
• Free Mental Health, Financial Wellness, and Legal Counseling benefits
• 401K with company match
• Company-paid Life Insurance
• Tuition reimbursement assistance
• Continuous learning opportunities
• Robust parental leave program
• Care Relief Fund to help associates in need
• Associate Assistance Program
• Paid volunteer time

Being a Culture Champion at Milo’s

• Wear the HAT (Hungry-Agile-Together)
• Work effectively with others
• Help our TEAm achieve safety, quality, and production goals
• Interact positively, be self-aware, avoid negative commentary
• Commit to outstanding attendance
• Conduct yourself respectfully with all Milo's TEAm members

Equal Employment Opportunity Statement

As a People First company, Milo’s is committed to uplifting our associates, customers, and fans no matter their gender, race, or creed. We invest in Diversity, Inclusion, and Belonging in all areas of our business ecosystem. We champion these efforts through partnerships, education, and events to support and celebrate our diverse workforce and networks.

If you require assistance or accommodation to participate in the job application process, please contact [e-mail].

Responsibilities

• Serve as the primary point of contact for customer issues related to purchase orders, ordering patterns, lead time, shortages/overages, OTIF, inventory, replenishment, pricing, and logistics.
• Manage customer sales orders end-to-end within TMS, Sage, Mobe and other supporting systems.
• Build deep expertise for a set book of customers to deliver them best in class customer service.
• Analyze and support resolutions and reductions in customer fines and deductions.
• Support an assigned book of business managing tasks such as PO support, new item forms, portal entries, and logistics support.
• Analyze ordering trends, OTIF, and late orders for the assigned customers to provide insights and proactive solutions to supply chain constraints to our operations team.
• Track and resolve PO issues, ensuring timely communication of changes to the customer and account manager.
• Utilize multiple data sources and reporting tools, including Excel and Power BI, to create and monitor shipments.
• Collaborate effectively with cross-functional teams, including Supply Chain, Logistics, Sales, and Marketing, to develop comprehensive customer service plans.
• Remain agile and able to pivot quickly in a fast-paced environment.
• Invest in and is an example of Milo’s Responsibility commitment which includes environmental, social, and corporate governance components.
• Support company projects that impact assigned customer accounts by participating on project teams or providing customer expertise to the project manager.
• The position has Food Safety Responsibilities.
• Other duties as assigned.

Qualifications

• Bachelor’s degree preferred in Supply Chain, Business, Operations, or a related field.
• 3 or more years of experience in order management, supply chain, or customer service, including 2 or more years in a relevant functional area; or 2 or more years of experience with an advanced degree.
• Proven subject matter expertise in customer order management and supply chain operations required.

Supervisory

This position does not have supervisory responsibilities.

Physical Demands

This job is sedentary. Reasonable accommodations may be made to enable individuals with different abilities.

FLSA Status

Exempt