• Serve as a frontline support resource for customer inquiries, escalations, and service issues. • Monitor and analyze customer service metrics to identify trends and recommend improvements. • Collaborate with cross-functional teams (e.g., billing, dispatch, technical support) to resolve customer concerns. • Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems. • Support onboarding and training of new customer service representatives. • Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met. • Coordinate real-time responses to roadside incidents, ensuring timely dispatch and resolution. • Monitor ERS performance metrics and provide regular reporting to leadership. • Develop and maintain ERS protocols and escalation procedures. • Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service levels, exception trends). • Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions. • Monitor provider and vendor performance, identifying opportunities for optimization and consistency. • Develop and maintain performance scorecards, reporting tools, and insights for leadership. • Lead continuous improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization. • Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices. • Manage or contribute to ERS-related projects, pilots, and technology enhancements. • Analyze service failures, escalated incidents, and customer-impacting issues; provide resolution recommendations. • Support risk mitigation strategies and ensure compliance with safety, service, and operational standards. • Serve as an escalation point for complex or high-priority roadside events. • Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making. • Collaborate with reporting team to build and automate advanced reports using tools such as Excel, Power BI, Tableau, or internal BI platforms. • Translate operational data into actionable insights for teams and partners. • Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations. • Provide coaching, technical guidance, and training to junior analysts and ERS team members. • Represent ERS in cross‑functional meetings and strategic planning sessions.

Role Description The Analyst, Sustainability Programs supports the execution of Newtrient’s customer-driven conservation projects through hands-on coordination, data collection, and development of project deliverables across multiple implementation initiatives. This role is responsible for supporting farm-level assessment activities, preparing inputs for reports and recommendations, and ensuring timely execution of operational components across projects. The Analyst plays a critical role in maintaining day-to-day project momentum by managing logistics, organizing data and materials, and supporting the production of deliverables that inform farmer-facing sustainability solutions in the dairy sector. The role requires strong analytical skills, attention to detail, and the ability to work effectively across multiple concurrent projects in a fast-paced, team-oriented environment. Qualifications - Bachelor’s degree required, preferably in environmental science, agriculture, sustainability, data analytics, or a related field - 0–2+ years of relevant experience in sustainability, agriculture, environmental programs, data analysis, or project coordination preferred - Exposure to or interest in dairy systems, agricultural sustainability, or environmental performance tracking is highly desirable Requirements - Ability to work effectively with a team of cross-functional experts in multiple locations - Strong analytical and writing skills - Proficiency with Microsoft Office Suite - Detail-oriented with strong sense of commitment, willingness to learn more, and ability to thrive in a dynamic, deadline-driven team environment - Strong alignment with agricultural and farmer-facing work Benefits - Competitive compensation - Comprehensive health and welfare plans including medical, dental, vision, legal, paid parental leave, life insurance, short-term and long-term disability, and flexible spending accounts (health care, dependent care, transit and parking) - 401k with up to a 10% match and includes a Roth account

• Use best practices and available tools to elicit the functional and non-functional requirements the system to be developed must meet. • Guide, monitor and direct developers regarding the use of requirements-process tools. • Capture a common vocabulary; classify the system's critical processes; participate in prototyping. • Define report specifications. • Define audit trail logging. • Describe the user interface. • Develop supplementary specifications. • Develop a requirements management plan. • Document information classification. • Prepare supplementary specifications. • Prepare a glossary. • Prepare a requirements list. • Develop a system access profiles matrix. • Prepare system messages. • Specify functional requirements / use cases. • Structure the use case model. • Conduct the requirements approval meeting. • Elicit, document and prioritize preliminary requirements. • Maintain business rules.

• Elaborar a previsão diária e semanal de caixa, consolidando movimentações operacionais de pagamentos como insumo de liquidez para a liderança; • Analisar e explicar desvios entre orçado e realizado nas movimentações de caixa, subsidiando decisões com visibilidade estruturada; • Manter e evoluir o modelo de forecast, incorporando sazonalidades, eventos não-recorrentes e mudanças no perfil de pagamentos; • Calcular e publicar os KPIs da área: eficiência de pagamentos, índice de atraso, prazos médios de aprovação e outros indicadores operacionais; • Garantir disponibilidade de caixa para liquidação dos pagamentos aprovados, gerar as remessas e transmitir aos bancos parceiros. • Contribuir com especificações para a evolução das automações de pagamento; • Atuar como ponto focal técnico do squad em ERP financeiro, apoiando a evolução do sistema atual e participando ativamente da transição para o novo ERP corporativo (especificação de requisitos, testes e integrações); • Apoiar a integração financeira de empresas adquiridas (M&A), quando aplicável: mapeamento de processos da área, padronização de cadastros e migração para o ERP central.