KIK Custom Products

  • Customer Service Anaylst

    Job Location CA-ON-Concord
    Posted Date 2 weeks ago(11/6/2018 6:17 PM)
    Job ID
    # Positions
    Min. Years Exp.
    Required Education
    High School Diploma/GED
  • Overview

    COMPANY: As one of North America’s largest independent manufacturers of consumer packaged goods (“CPG”), KIK helps a large portfolio of brands and retailers bring their products to life. With leading positions in the multibillion dollar household and personal care (“HPC”), over-the-counter (“OTC”), pool additives and automotive aftermarket categories, we serve over 100 CPG companies and several major North American HPC and automotive aftermarket retailers, including many of the leading players in their respective categories. We have full-service capabilities covering end-to-end contract manufacturing, including project management, innovation and R&D, sourcing and procurement, blending and compounding, filling and packaging, supply chain and distribution, and quality control. Our manufacturing model is highly flexible and we consistently add value to our customers by leveraging our range of services and expertise.

    KIK has over 5,000 employees and operates 29 manufacturing facilities strategically located throughout North America.


    KIK Consumer Brands – Household Division
    Our Household Division (“Household”) is the #1 player in North American private label bleach, and supplies private label cleaning programs to prominent American retailers.


    SUMMARY:Reporting to the Director of Customer Service, the Customer Service Analyst is responsible for the collection, storage, analysis, and presentation of department and company data. The successful candidate will have the ability to identify patterns and extract solutions from performance, logistic, and compliance information. The analyst will be required to produce customized reports on an as-needed basis to address business decisions and provide recommendations with supporting data. The successful candidate will have a sound understanding of analytical techniques, customer service practices, order management, and possess a creative element for report development.


    • Develop and execute customer service analytical initiatives to optimize and streamline processes
    • Work closely with cross functional leaders and teams to create and implement continuous improvement in all aspects of customer service performance
    • Conduct held order analysis on a monthly basis and report to management, identifying trends, risks and potential resolution
    • Compile and collect data to perform ad-hoc analysis or prepare reports by identifying different types of data that need tracking to improve business performance
    • Use statistical methods to identify areas of operational improvement and make suggestions for streamlining processes
    • Maintain and update various datasets and reports on a daily, weekly, and monthly basis
    • Prepare technical reports by collecting, analyzing and summarizing information and trends
    • Reports to be updated include but are not limited to:
      • Held Orders: Reviewing the number of orders that did not pass verification upon receipt.
      • Order Volume: Documenting the number of customer orders each Account Planner received.
      • Rush & Pricing: Highlighting customers who repeatedly submit POs with short lead time or pricing issues.
      • Missed Loads: Extracting orders that did not ship or deliver on time and were not given an appropriate reason code
    • Manage customer accounts as needed
    • Customer order management from PO receipt to payment
    • Maintaining Customer Service Levels at 98% or higher
    • Ensure that customer Purchase Orders received are compliant for price agreement, quantity agreement and terms and conditions
    • Daily issues inclusive but not limited to PO discrepancies, refused loads, crediting of invoices, item/customer master issues, customer issues, etc.
    • Liaise between various departments, including Transportation, PMO, AR/AP, Supply Chain, Warehouse Shipping Managers and Sales
    • Problem Solving – daily interaction with all plants – rushes, shortages, substitutions
    • Flexibility and availability is a must
    • All other duties as assigned


    • 3+ years experince in anaylst role
    • Analytical background in Mathematics, Statistics, Business, or a related field is considered an asset
    • Manufacturing Industry experience is preferred
    • Experience with JD Edwards would be beneficial
    • Strong attention to detail
    • Ability to work effectively with management and part of a team to meet targets
    • High-level math skills and the ability to translate mathematical information into concise reports
    • Microsoft Office proficiency is critical with strong emphasis on Excel
    • Experiencing structuring conditional statements to streamline data extraction
    • Familiarity with formatting charts in Excel to model time-based information
    • Ability to problem solve and troubleshoot technical and data-related issues
    • Acute attention to detail and places importance on data accuracy
    • Effective time management skills and able to prioritize multiple deadlines
    • Refined written communication skills
    • Comfortable with presentation

    A Career with KIK Offers:


    KIK offers very competitive salary and comprehensive benefits including health, wellness, dental, vision, life, and disability insurance. You can plan for your future with KIK's retirement savings options including employer match. KIK also recognizes the importance of continuing education and offers Education Assistance to our employees to encourage continued personal development and growth. 


    Thank you for your interest and consideration of a position with KIK Custom Products. 


    KIK is an Equal Employment Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regards to race, color, age, religion, sex, or national origin.



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