Customer Collaboration Sr. Analyst - CPFR

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Location:

Work Location:

What you will do

The CPFR Sr Analyst is responsible for investigating and resolving complex customer complaints, monitoring order accuracy, and providing detailed product information. You will also train staff, analyze order trends, and collaborate with vendors and carriers to improve processes and ensure customer satisfaction:

Key Responsibilities

• Lead collaborative forecasting and replenishment initiatives by integrating cross-functional data insights to optimize supply chain efficiency and support accurate inventory planning.
• Develop and implement innovative CPFR strategies that proactively identify demand fluctuations and reduce inventory costs.
• Utilize advanced analytics tools to create dynamic demand planning models, enhancing accuracy and responsiveness.
• Facilitate seamless communication and coordination between suppliers, vendors, shipping carriers, and internal teams to foster transparency, agility, and efficient resolution of supply chain and shipping issues.
• Continuously evaluate and refine CPFR and supply chain processes by incorporating emerging technologies, industry best practices, and corrective actions to improve overall efficiency.
• Investigate and resolve complex customer complaints related to billing, shipping delays, and product issues with a high degree of accuracy and professionalism.
• Train and mentor junior staff to effectively handle customer inquiries about orders, changes, cancellations, delivery dates, product applications, and pricing.
• Monitor and ensure accuracy in order processing by identifying and correcting discrepancies promptly.
• Prepare detailed, non-routine reports and adhoc activity/production reports to support operational decision-making.
• Review and validate customer correspondence to ensure clarity, accuracy, and completeness in securing additional information or resolving disputes.
• Provide comprehensive, in-depth product information to customers to enhance satisfaction and support sales efforts.
• Analyze customer survey results to identify trends and recommend process improvements aimed at increasing customer satisfaction.
• Analyze order data for trend identification to support forecasting and inventory planning.

What we are looking for

Required Qualifications

• Associate Degree or equivalent with a strong foundation in supply chain management, business, or related disciplines.
• 4-6 years of relevant experience in customer service, order management, supply chain analysis, or driving CPFR projects.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication skills, both written and verbal, to effectively interact with customers, vendors, and internal teams.
• Detail-oriented with strong organizational skills to manage multiple tasks and ensure order accuracy.
• English - Intermediate.

Desired Qualifications

• Proficiency in data analytics platforms and forecasting software to translate complex data into actionable insights.
• Exceptional problem-solving skills with a creative mindset to innovate within established supply chain frameworks.
• Proven ability to handle escalated customer issues with professionalism and effective problem-solving skills.
• Experience in training and mentoring junior staff members.
• Proficiency in preparing detailed reports and handling non-routine documentation.
• Ability to work collaboratively with vendors and carriers to resolve operational issues.
• Familiarity with forecasting techniques and trend analysis to support business planning.
• Strong interpersonal and communication skills to effectively collaborate with diverse stakeholders and lead cross-functional initiatives.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.