Petersen Manufacturing
Food & Beverage
SeniorCustomerCareAnalyst
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“Senior Customer Care Analyst at Petersen Manufacturing. Skills: Customer care performance, Operational insights, Service quality, Service efficiency. Handle complex customer escalations. Serve as subject-matter expert”
What You'll Achieve.
Improve service quality; Improve service efficiency; Improve service consistency
Industry & Context.
Root cause analysis; Problem solving
What They're Looking For.
Must Have
4+ years experience customer service operations, 4+ years experience analytics, 4+ years experience order management
Nice to Have
Bachelor's degree preferred, Equivalent experience preferred
What You'll Do.
Handle complex customer escalations
Serve as subject-matter expert
Coordinate resolution across teams
Analyze customer care data
Analyze logistics data
Identify improvement opportunities
Provide actionable insights
Provide recommendations
Identify gaps in workflows
Identify gaps in systems
Identify gaps in training
Support development of SOPs
Support refinement of SOPs
Support development of templates
Support refinement of templates
Support development of best practices
Support refinement of best practices
Participate in system enhancement initiatives
Support onboarding efforts
Support training efforts
Partner with leadership
Improve service consistency
Improve service quality
Exercise independent judgment
Determine resolution paths
Resolve escalated customer issues
Resolve operational issues
How You'll Work.
Team & Collaboration
Customer Service; Logistics teams; Operations teams
Communication Scope
Actionable insights; Recommendations
Full Job Description
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 B
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