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Customer Service Analyst

Job Location: Parsippany, N.J.


Ferrero is anything but ordinary! 


Ferrero is a global company that is privately owned by the Ferrero family.  The company has grown from the small Italian confectionary shop in Alba, Italy to become the third largest confectionary manufacturer in the world, producing famous market-leading brands such as Nutella®, Tic Tac®, Ferrero Rocher®, and Kinder Joy®.


With new innovations and exciting expansions plans in place, there has never been a better time to join the Ferrero Group and be extraordinary with us!


The Customer Service Analyst is responsible for maintaining a positive relationship with our customers by answering questions, solving problems and handling complaints.  This position is responsible for managing the order-to-cash cycle from efficient order receipt to on-time, on-quantity, and on-quality delivery using SAP Order Management, Microsoft Excel and various proprietary systems.  The ideal candidate will be able to anticipate potential issues and facilitate their resolution.  This will require strong communication skills to gather and disseminate pertinent information both within and outside of the organization.

Main Responsibilities:

  • Execute the complete order processing cycle, including receipt of purchase orders, confirmation of inventory and delivery dates, and follow-up with all parties involved (Sales, Brokers, Marketing, Finance, Supply Chain, Warehouses, Carriers and Customers) until the orders are delivered to the customers.
  • Maximize on-time shipping, delivery and fill rates.
  • Minimize OS&Ds and customer claims for non-compliance.
  • Process orders using SAP Order Management.
  • Assist customers in streamlining order processing, improving customer logistics performance and total cost-to-serve
  • Meet with key customers to review performance and address issues.
  • Maintain strong communication with internal (Supply Chain, Marketing, Sales, Finance, IT) and external partners.
  • Create reports and analysis to support customer service & logistics.
  • Support EDI interfaces with customers.
  • Utilize Excel, SAP and propriety systems to track shipments through warehouses and carriers.
  • Manage multiple accounts: receive POs, allocate inventory, confirm delivery dates, and coordinate on-time deliveries with warehouses and carriers.
  • Manage returns, credit and claims processes.
  • Initiate and support continuous process improvement.
  • Analyze and propose improvements to overall cost-to-serve for key accounts

Who we are looking for:

  • College degree in a Business discipline
  • Minimum of 3 years of experience in customer service in the fast-moving consumer goods industry, preferable food & beverage
  • Well organized with attention to detail
  • Ability to work well in a group and independently
  • Solid understanding of transportation, warehousing and supply chain best practices
  • Strong follow up skills
  • Experience working with SAP and ATP required
  • Intermediate to Expert skills in Microsoft  Excel (Vlookup, Pivot Tables)
  • Ability to work under pressure with specific deadlines while multi-tasking
  • Ability to set priorities and solve problems
  • Effective influencing skills
  • Experience with VMI and EDI a plus
  • Some travel required

Ferrero N.A. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Nearest Major Market: New York City
Nearest Secondary Market: Newark