Customer Service Analyst

About Sara Lee Frozen Bakery

Sara Lee desserts have always stood for incredible flavor and superior value in the frozen food aisle and away from home markets. For the first time in over 60 years, Sara Lee is operating independently as Sara Lee Frozen Bakery, a collection of top brands united in quality and innovation, including Sara Lee®, Chef Pierre®, Bistro Collection®, Superior on Main® and Cyrus O’Leary’s®.

Sara Lee Frozen Bakery is proud to take these iconic brands into a new era and to continue the evolution that transformed one small Chicago bakery into an American institution. Using carefully sourced ingredients and time-honored recipes, the company is committed to making life’s moments a little sweeter, putting its customers first and discovering new ways to make everyone’s favorite foods even better.

Working for Sara Lee

Our vision is to be the world’s most beloved bakery by creating irresistible foods, growing with our customers, and delivering value for all. We believe that each of us has unique points of difference and experience to offer. We will achieve success through collaboration and innovation in an environment where employees feel empowered to execute with speed.

Position Summary

The Customer Service Analyst is responsible for managing the day-to-day customer service needs of multiple customer accounts, ensuring accurate and timely order execution while delivering a high level of customer satisfaction. This role serves as a key liaison between customers and internal teams, proactively managing orders, resolving service issues, communicating risks, and identifying opportunities to improve the customer experience.

The ideal candidate is highly organized, analytical, customer-focused, and comfortable managing multiple priorities in a fast-paced Consumer Packaged Goods (CPG) environment.

Key Responsibilities

• Manage a portfolio of customer accounts and serve as a primary point of contact for order management, product availability, delivery, and service-related inquiries.
• Manage the end-to-end order lifecycle, including order entry/review, order changes, product availability, shipment status, delivery issues, and order completion.
• Monitor open orders and proactively identify potential service risks, including inventory shortages, allocation constraints, transportation delays, and order discrepancies.
• Partner with customers and internal teams to prioritize orders and develop solutions when supply or operational constraints arise.
• Build strong working relationships with customer contacts and provide timely, accurate, and professional communication.
• Collaborate cross-functionally with Sales, Demand Planning, Supply Planning, Transportation, and other teams to resolve customer issues.
• Research and resolve order discrepancies, shortages, deductions, pricing issues, delivery concerns, and other customer service exceptions.
• Analyze customer service performance and identify recurring issues, root causes, trends, and opportunities for process improvement.
• Track and support key customer service metrics such as case fill rate, on-time delivery, OTIF, order accuracy, and customer-specific KPIs.
• Maintain accurate customer and order information.
• Understand customer-specific requirements, including ordering processes, lead times, shipping requirements, appointment requirements, and compliance expectations.
• Support new customer, item, or process implementations as needed.
• Participate in continuous improvement initiatives designed to improve service levels, reduce costs, and simplify customer-facing processes.
• Balance the needs and priorities of multiple accounts while ensuring urgent issues receive appropriate attention and escalation.
• Monitor both CPU and Delivered shipments to ensure OTD
• Manage customer behaviors to company policies
• Drive process improvements within customer base

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, Logistics, or a related field preferred.
• 5+ years of experience in customer service, order management, supply chain, sales operations, or a related function; CPG experience strongly preferred.
• Experience managing multiple customer accounts or competing priorities in a fast-paced environment.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to build effective relationships with customers and cross-functional partners.
• Ability to work independently, prioritize effectively, and manage issues through resolution.
• Proficiency in Microsoft Excel and other Microsoft Office applications.
• Experience with ERP/order management systems

Key Competencies

• Customer Focus: Understands customer needs and takes ownership of delivering a positive customer experience.
• Account Ownership: Demonstrates accountability for assigned accounts and follows issues through to resolution.
• Problem Solving: Quickly assesses service issues, identifies root causes, and coordinates practical solutions.
• Communication: Communicates clearly and proactively with customers and internal stakeholders, particularly when service risks arise.
• Analytical Thinking: Uses data and service metrics to identify trends, risks, and improvement opportunities.
• Collaboration: Builds productive relationships across Sales, Supply Chain, Logistics, Finance, and other functions.
• Prioritization: Effectively manages multiple accounts, orders, deadlines, and competing customer needs.

Benefits & Compensation:

Sara Lee Frozen Bakery offers a competitive compensation and benefits package designed to support your whole-life well-being. Benefits include medical, dental, and vision coverage, tax-advantaged savings accounts (HSA/FSA), a 401(k) plan with company match, company-paid life and disability insurance, and access to wellness resources such as virtual healthcare and an employee assistance program. Employees are also provided a generous paid-time off program including company-paid holidays.

Compensation is based on factors such as experience, education, skills, and role scope, ensuring a fair and competitive salary aligned with market standards: $65,000 - $75,000 + bonus.

Sara Lee Frozen Bakery provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.