Customer Operations Analyst

What You'll Do

• Manage customer orders throughout the Order-to-Cash process, ensuring timely and accurate fulfillment.
• Analyze inventory availability, backlog status, customer requirements, and fulfillment risks to support business and customer objectives.
• Monitor and resolve order exceptions related to inventory, pricing, compliance, delivery performance, EDI transactions, and order processing.
• Evaluate and support decisions that impact OTIF, fill rate, customer compliance, deductions, chargebacks, and service performance.
• Serve as a key point of contact for assigned customers, brokers, transportation providers, and third-party logistics partners.
• Partner closely with Planning, Logistics, Sales, Finance, Credit, IT, and external partners to resolve operational challenges and minimize customer disruption.
• Facilitate customer discussions regarding service performance, operational issues, corrective actions, and continuous improvement opportunities.
• Track, analyze, and communicate customer performance metrics and business insights through dashboards, reporting, and operational reviews.
• Support the investigation of customer deductions, fees, and service failures and help identify corrective and preventive actions.
• Translate operational and customer data into recommendations that improve service, reduce costs, and enhance customer satisfaction.
• Identify opportunities to improve processes, reporting capabilities, workflows, and the use of digital and AI-enabled tools.
• Develop and maintain process documentation, SOPs, and training materials to support operational consistency.
• Provide support for customer setup, order entry, order tracking, invoicing, and customer portal administration as needed.

What We're Looking For

• Bachelor's degree required.
• 1-5 years of experience in customer service, supply chain, customer operations, logistics, or a related field.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent organizational, communication, and time-management skills.
• Experience working with key customer performance metrics and service-level reporting.
• Strong Excel skills, including formulas, pivot tables, and data analysis.
• Experience with ERP systems such as Oracle, SAP, or PeopleSoft preferred.
• Experience with Power BI or other reporting and visualization tools.
• Understanding of transportation networks, order tracking, and customer fulfillment processes.
• Ability to work collaboratively across teams and build strong working relationships.