Senior Customer Care Analyst

The Senior Customer Care Analyst is a senior individual contributor responsible for analyzing customer care performance, managing complex customer issues, and driving operational insights that improve service quality and efficiency. This role partners closely with Customer Service and Logistics teams to resolve escalations, identify root causes, and support continuous improvement initiatives.

What You'll Do:

• Handle complex customer escalations and high-impact service issues.
• Serve as a subject-matter expert for order, fulfillment, and customer care processes.
• Coordinate resolution across Customer Service, Logistics, and Operations teams.
• Analyze customer care and logistics data to identify trends, risks, and improvement opportunities.
• Develop and maintain dashboards and reports related to service levels, case aging, OTIF, and root causes.
• Provide actionable insights and recommendations to leadership.
• Identify gaps in workflows, systems, and training that drive customer issues.
• Support the development and refinement of SOPs, templates, and best practices.
• Participate in system enhancement initiatives (ERP, CRM, EDI).
• Act as a mentor and resource to Customer Care team members.
• Support onboarding and training efforts by sharing best practices and insights.
• Partner with leadership to improve service consistency and quality.
• Exercises independent judgment in analyzing data, prioritizing issues, and recommending solutions.
• Determines appropriate resolution paths for escalated customer and operational issues.
• Other duties as assigned and necessary.

What You'll Need:

• Bachelor's degree preferred or equivalent experience.

• 4+ years of experience in customer service operations, analytics, or order management.

• Strong analytical skills with experience in reporting and data interpretation.

• Experience working with ERP, CRM, or order management systems.

• Excellent communication and cross-functional collaboration skills.

Healthy, Diverse Teams Breed Innovation:

Kevin's Natural Foods is proud to be an equal opportunity employer. We deeply believe that diverse backgrounds and experiences make better teams, and we seek to attract talent from all walks of life. The team at Kevin's is smart, humble, and passionate and we value a work environment that fosters personal development and opportunities to move within our small, but quickly growing organization.

More About Kevin's Natural Foods:

Kevins Natural Foods is a line of refrigerated and frozen meals, sides, soups, and sauces on a mission to empower even the busiest people to eat clean without sacrificing flavor. Co-founded by Kevin McCray who battled an auto-immune disorder for years, Kevins Natural Foods was born from his desire to make clean eating seamlessly fit into any lifestyle. Shockingly delicious and made with clean ingredients, Kevin's products are ready in minutes and always free from gluten, soy, and refined sugar.

In 2023, Kevin's Natural Foods joined the Mars Food & Nutrition family, allowing us to expand our reach, accelerate innovation, and bring our mission to even more households while staying true to the quality and integrity that define our brand. A true market disruptor, Kevins is the first clean refrigerated entrée brand working to prove every day that proper nutrition can be as delicious as it is healthy.

Salary Pay Rate: $73,000.00- $85,000.00 + Bonus + Benefits

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