Customer Account Services Analyst

Shearer’s Foods, founded in 1974 and headquartered in Massillon, OH, is a leading manufacturer of salty snacks, cookies, and crackers. Specializing in private label and co-manufacturing, Shearer’s is the largest supplier of private brand salty snacks and second-largest supplier of private brand cookies and crackers.  With a strong focus on innovation, service, quality, and sustainability, Shearer’s has been awarded the food industry’s highest award for environmental sustainability, as well as multiple Supplier of the Year awards.  Operating 16 locations across North America and employing more than 5000 team members, Shearer’s is driven by its core values of People, Win, Grow, and Impact. The company mission is to deliver exceptional products and services that make snacking a time to celebrate for our customers, colleagues, and community.

Customer Service Analyst 

Massillon, OH (Hybrid - Onsite T, W, Th)

The Customer Account Services Analyst (or CSR) works directly with our customers on a daily basis. In this role, the CSR will be responsible for managing customer orders and resolving any service concerns. The CSR must maintain a high level of professionalism and represent Shearers in the best possible light.

Your seat at the table:

• Speak directly with customers to ensure prompt and accurate answers to their questions
• Manage orders received email or electronic transfer until the point of shipment including customer revisions and general data within customers own portals
• Work with cross functional teams to resolve challenges
• Ensure orders are shipped on time and in full
• Track orders after shipment for discrepancies and notify the customer
• Investigate complaints and collaborate with appropriate departments to resolve
• Proactively reviews aging inventory and determines disposition
• Provides support to sales and management through information reporting
• Provides deduction resolution support with Sales and Account Receivables
• Support new product launches by working with cross functional teams to help eliminate obstacles
• Support end of life and part transitions by working with customers to minimize obsolescence and managing service levels.
• Other duties as assigned and as needed

What you bring to the table:

• Minimum three years of experience required, preferably in customer service and or supply chain.
• Bachelor’s degree in supply chain, operations, or related field preferred.  A combination of education and experience will be considered in lieu of degree
• Ability to manage both internal and external customers
• Able to adapt and manage through change
• Strong leadership and communication skills
• Ability to juggle multiple projects and shifting priorities in an organized manner to meet deadlines
• Must be able to work well with others in the spirit of cooperation
• Must have excellent verbal and written communication skills when working with customers and internal team members
• Strong analytical and Microsoft Office Suite skills
• Must be organized, dependable, and self-motivated with ability to set priorities
• Proven track record with demonstrated ability to work effectively with minimum supervision
• Ability to quickly learn organization structure and the team objectives
• Terrific work ethic accompanied by a high level of integrity and positive attitude
• Show grace under pressure
• Strong attention to detail and accuracy
• Good time management skills with a problem-solving attitude

We Offer a Feast of Benefits

Medical, Dental, Vision, Life, Flexible Spending Account, Retirement Savings Plan with Match, Short Term Disability, Long Term Disability, Group Critical Accident Insurance, Group Critical Illness Insurance, Employee Assistance Plan and numerous opportunities to volunteer in the communities in which we operate.

You will be considered for employment in our inclusive workplace

Because at Shearer’s, we are committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, protected veteran status, or any other characteristic protected by law.

This is your invitation to apply now!

Note: Shearer’s does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Shearer’s is not responsible for any fees related to unsolicited resumes.

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