Customer Excellence Analyst (US Operations)

Customer Excellence Analyst (US Operations) We are Deoleo. The Olive Oil Company For centuries, our olive oil has been a staple of kitchens around the globe. Armed with knowledge and passion, we are focused on producing quality olive oil and leading our industry into a more sustainable future. Deoleo is the world’s largest olive oil company with world leading brands such as Carbonell, Bertolli and Carapelli. Producing our oil in Spain and Italy; and distributing our brands from Australia to Alaska. We´re a multinational company with offices in many locations, headquartered in Madrid, Spain. Our mission is to nurture healthier futures by making Mediterranean goodness available to all. Our ambition is to be the undisputed leader of the olive oil industry. Without compromising traditional flavors, the company strive to offer premium-quality products in line with today’s lifestyles. All Deoleo’s brands meet and exceed the extensive, strict quality requirements of the International Olive Council (IOC), the European Union (EU). Beyond olive oil, Deoleo products include premium vinegars and the finest table olives available. DEOLEO is committed to making a positive impact on the planet and the people we serve, ensuring that every drop of our olive oil is produced with care and respect so our purpose in sustainability is Caring for cares for you. For Deoleo, sustainability is more than just a buzz word – it is the key to adding value to our brands, our society and our planet. To continue making quality products that delight consumers, we must work in ways that preserves the environment and support the people that make our business possible. Thinking and acting sustainably is the key to nurturing a healthier future. What are we looking for? We are looking for a Customer Excellence (US Operations) with attention to detail skills and problem solving and root cause analysis to join our US Operations Team in Mexico City, Mexico. Mission The Customer Excellence Specialist is responsible for managing the end‑to‑end customer order lifecycle, from order receipt through delivery and post‑delivery issue resolution. This role ensures customer orders are processed accurately in SAP, fulfilled in line with service expectations, and continuously optimized for efficiency, cost, and service performance. The Specialist serves as a key liaison between Sales, Logistics, Warehousing, Finance, and Customers, with strong ownership of deductions management, order trend analysis, and continuous improvement initiatives. Key Responsibilities Order Management & Execution (Order‑to‑Cash) Own customer orders from order receipt through delivery and invoicing in SAP. Enter, validate, and maintain customer orders in SAP, including EDI and manual orders. Ensure orders are compliant with customer requirements, product availability, pricing, and delivery windows. Monitor order flow to proactively identify and resolve risks to fulfillment or delivery. End‑to‑End Order Flow Expertise Maintain full understanding of the order lifecycle: order receipt → confirmation → allocation → warehouse release → shipment → delivery → invoicing. Act as a subject‑matter expert for order status, cut reasons, delays, and fulfillment constraints. Coordinate with Logistics and Warehousing teams to ensure accurate execution and customer readiness. Customer & Sales Team Collaboration Serve as the primary point of contact for Sales teams regarding customer service performance. Provide visibility into order trends, service issues, and root causes impacting customer experience. Support customer communications related to order status, shortages, substitutions, and delivery issues. Deductions & Discrepancy Management Review, analyze, and resolve customer deductions and discrepancies (shortages, damages, pricing, compliance). Partner with Warehousing, Transportation, Finance, and Sales to gather supporting data (PODs, inventory records, shipment details). Identify recurring deduction drivers and support corrective and preventive action plans. Data Analysis & Continuous Improvement Analyze customer order trends, cuts, demand patterns, and service performance. Identify and propose efficiency improvements such as Minimum Order Quantity (MOQ) optimization, order consolidation, and improved ordering behavior. Support cross‑functional initiatives aimed at improving OTIF, reducing costs, and stabilizing order flow. Reporting & Performance Monitoring Maintain daily and weekly reporting on order status, backlog, service levels, and deductions. Support dashboards and KPIs related to customer performance, OTIF, and order accuracy. Provide actionable insights and recommendations to internal stakeholders. You will need Education Diploma or degree in Supply Chain Management/ Logistics & Operations/business analytics. Experience Minimum 3 years of experience in supply chain analysis, logistics, operations and related fields within CPG industry Technical Skills: Proficiency in data analysis tools such as Excel, SQL, Power BI, or Tableau. Experience with ERP systems (SAP, Oracle, etc.) and supply chain management software. Preferred: Strong understanding of Order to Cash processes Exposure to deductions management and dispute resolution Power BI or dashboarding experience a plus Experience collaborating with Sales and Operations teams Competencies Good verbal and written communication Data‑driven decision making Cross‑functional collaboration Attention to detail and accountability Problem solving and root‑cause analysis Strong collaboration with internal teams and external partners Others Flexible in work assigned as per need Our DEOLEO “Live Green” benefits will include: Flexibility and work-life balance to support your wellbeing. Real opportunities for growth within a dynamic, global company. Access to our Deoleo Learning Academy where you can experience the power of inspirational online assessments and courses. Our training is designed to stimulate the development of all the key competences to face the challenges of today and tomorrow, we have more than a hundred courses available. A diverse and sustainable workplace where everyone can contribute, regardless of their role, country, or background. Be part of DEOLEO Team and you will find: Leadership: We lead the way and empower everyone to get job done no matter position or level in DEOLEO Diversity: We work in a place where everyone can fit-in, embracing everyone contribution. Sustainability: We act in the best interest of Olive Oil sustainable future. Resilience: We can adapt and react with speed without losing focus on the results. If you believe you match these values, we are looking forward to meeting you! We are committed to providing equal opportunities to talent from all backgrounds. We know that the best ideas and solutions come by bringing together people from all over the world, where everyone feels heard and has the chance to make a real impact. At DEOLEO we believe that diversity adds incredible value to our teams, our products, and our culture. And therefore , DIVERSITY is one of our key values. Ready to have a look into what´s going on in DEOLEO ? Follow us in LinkedIn (Deoleo), Instagram (Bertolli) Department Operations Role Customer Service Locations Mexico City Remote status Hybrid