Global Account Analyst

Job Title:

Global Account Analyst

Function/Area:

Global Service / Supply Chain

Job Level

Intermediate (9)

Job Group

Professional Individual Contributor

Summary Description: The Global Account Analyst is responsible for providing differentiated customer service by establishing and maintaining effective communication and working relationships with internal and external customers through all aspects of order fulfillment. The Global Account Analyst is proficient at account setup, order entry, price setup, documentation, as well as management of the execution of customer contractual agreements. This position is the liaison between Leprino’s cross-functional departments and customers domestically and internationally within the cheese and nutrition Global Business Units while maintaining a cost effective and world’s best customer service mindset.

The scope of this job may have an impact on the department of up to $100,000 per order. The team manages 60,000+ orders and supports over 300 products across the business.

The Global Account Analyst supports and leads the execution of all activities related to the lifecycle of customer orders. This position requires identifying and analyzing invoice discrepancies and resolving issues of customer complaints. The Global Account Analyst resolves late deliveries, quality complaints, pricing inquiries and other customer concerns to ensure continuous improvement.

Additionally, this position requires preventing problems before they happen by proactively seeking opportunities to eliminate risk and identify cost savings.

Job Duties (Accountability Categories and Essential Functions/Key Responsibilities): NOTE: The job may include other “non‐essential” responsibilities and duties that are not listed on this form.

#

Accountability Category

Essential Functions/Key Responsibilities

% of Time

1

Customer Service

• Supports customers to meet and exceed world’s best service metrics.
• Responds to issues, resolving problems in a fast-paced environment.
• Assists with customer reviews, providing input on new business models, and initiatives by gathering information as requested.
• Identifies and implements solutions to various and varied customer or internal issues.
• Provides backup/coverage to the team as needed to at least one other pod.
• Collaborates with cross-functional teams to ensure a seamless customer experience.
• Strives to improve processes through preventative actions and issue resolutions.
• Effectively communicates with customers, creating concise messages for a variety of audiences.

35%

2

Order Management

• Manages the identification of root causes to ad hoc issues and implements solutions.
• Executes perfect order fulfillment by proactively liaising with cross functional partners to resolve any issues prior to invoicing.
• Manages and executes orders against customer contracts, including use of technologies such as EDI, RPA, etc.
• Validates and coordinates order fulfillment, availability, and scheduling with other departments in the Supply Chain.
• Prepares and supports applicable export documentation per customs and regulatory requirements.
• Manages various reports to ensure business efficiency for all customers and departments.
• Identifies needs and ideas for continuous improvement.
• Administers deduction resolution and prevention across all customer accounts.
• Supports commercialization of products through sample order management, pricing quotations, and set up (CAPS).

35%

3

Global Trade Support

• Supports trade compliance activities within the team’s scope, including managing routed transactions.
• Identifies issues, potential solutions, and solves mid‐level export-related issues. Escalates trends in global trade as necessary.
• Supports efforts cross functionally to resolve issues.
• Executes proper AES filing to avoid charges up to $10,000 per shipment.
• Understands import permits, demurrage, and detention and follows processes to mitigate associated risks.

10%

4

Technology

• Supports order to cash related processes of Global Service systems including troubleshooting.

• May contribute ideas and enhancements regarding IT project solutions.
• Tests IT project solutions.
•  

10%

5

Leadership

• Initiates cross-functional meetings with various departments and multiple levels to improve cross-functional procedures.
• Develops an understanding of key business objectives and our end-to-end supply chain.
• Takes a vested interest in personal development.
• Trains others on basic order management process and systems.

10%