Primo Brands is a leading branded beverage company in North America with a focus on healthy hydration. We are proud to offer an extensive and iconic portfolio of highly recognizable, sustainably sourced, and conveniently packaged branded beverages distributed across more than 150,000 retail outlets.

Job Description

Primo Brands is seeking a Customer Solutions Analyst in Coppell, TX and report to the Manager, Customer Solutions. The primary responsibilities will include serving as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the E2E Order to Cash process flow.

Schedule: Hybrid position.  Reporting is required a minimum of three days in the office. 
 

Key responsibilities include but are not limited to the following:
•    Complete and resolve demand capture failures within defined Service Level Agreement (SLA).
•    Align material information with customer to be able to capture orders.
•    Collaborate with customer or cross functional business partners to resolve blocked orders within SLA.
•    Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders).
•    Order Fulfillment:
Contact customer when required due to Out of Stock or Stock Allocation issues.
Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block).
Contact customer and propose resolution for issues identified due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)Be principal customer contact for capturing, creating and registering all return/refusals requests.

•    Assess compliance of Return Requests according to Market Return Policy Conditions.

•    Ensure refusals created by Transplace (Transportation) contain appropriate order reason code and correct pricing prior to billing.
•    Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future.
•    Collaborate with Billing in the resolution of billing issues that require customer contact.
•    Collaborate with key stakeholders and business partners (such as CFSC, Sales, Logistics, COC etc.) to ensure the quality of processes are aligned to meet the business and customer needs.
•    Provide 360° visibility on status of orders to customers and internal teams.
•    Apply appropriate root cause reason codes following global Reason Code Methodology.
•    Identify, analyze and initiate the escalation process based on escalation criteria.
•    Drive and encourage continuous improvement mindset applying NCE methodology.
•    Participate in NCE operational review meetings.

Qualifications

Key qualifications include: 

Bachelor’s degree strongly preferred. 2 years of work experience in the CPG industry and/or Trade promotion experience preferred. Availability/flexibility to work different shifts based on customer geography/time zone Excellent written and verbal communication skills. Excellent analytical aptitude with a proven ability to analyze/interpret data.  Well-organized, methodical thinker with excellent decision-making skills Strong and creative problem-solving skills.  Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook) Proficiency in SAP, BW and Business Objects preferred.  Ability to work in a fast paced environment and handle multiple priorities Ability to demonstrate sense of urgency based on business demands.  Ability to work independently with minimal supervision.  Strong Customer Service mindset and passion for delighting customers internally and externally.  Ability to build effective relationships with business partners.  Proactively seeks continuous process and service improvements.  Must enjoy working in a team-based environment.  Strong result-orientation.

Primo Brands’ established portfolio includes billion-dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain® Ozarka®, and Zephyrhills®, purified brands, Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®.  Our extensive direct-to-consumer offerings and industry-leading line-up of innovative water dispensers create consumer connectivity through recurring water purchases across Water Direct, Water Exchange, and Water Refill. At Primo Brands, our more than 11,000 associates are at the heart of what we do and deliver on our mission to provide healthy hydration to consumers wherever, however and whenever they want it. We believe in fostering a respectful culture, which values our associates who are deeply invested in quality hydration, our communities, and the sustainability of our packaging and water sources for generations to come.

Primo Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com