The Customer Operations Analyst will actively identify, create, and implement data analysis and KPI measurements in order to elevate capabilities within customer analytics across all customers, while also providing robust and comprehensive high quality customer service to assigned accounts.  This role will collaborate with all other members of the Customer Operations Team to implement change and optimize capabilities.  The analyst will be responsible for executing tasks related to order management and reverse logistics, while analyzing large amounts of data to identify trends and patterns and recommend improvement.  The key focus will be to transform the customer relationship using data and analytics with a focus on the total relationship and customer satisfaction.

Customer Operations Analyst – North America

Area of Employment

Chicago, USA

Area of employment

Administration

From

from now

Your main responsibilities
  • The optimal candidate will have demonstrated expertise in being the ‘voice of the customer’ within the Supply Chain as well as experience with complex data analysis.  The candidate should express a passion for digging into data to find the story behind the issue, diligently working to find the root cause and communicate optimal solution(s). Seeking a self-starter and with the ability to manage multiple tasks concurrently, identify, highlight and solve systematic supply chain issues as it relates to customers, and communicate cross-functionally to all levels of the organization. 

  • Supervisory Responsibilities: 

  • This function has no supervisory responsibilities.

  • Essential Duties and Responsibilities:  

  • Recommend, develop, and implement plans for improving the use of SAP functionality within the Customer Operations Team

  • Become the subject matter expert for all SAP transactions and movement types related to order management with specific focus on all aspects of order to invoice

  • Identify and execute process improvements that deliver enhanced service and lower costs

  • Develop and publish Customer Scorecards/KPI's and provide insights and recommendations on how to drive performance and avoid perpetual service failures

  • Gain a detailed understanding of customer fines and penalties and focus on developing improvements

  • Establish a consistent method for handling customer returns and refusals to optimize reverse logistics

  • Understand Supply Chain components of vendor agreements and contracts and communicate cross-functionally gaps that will impact the business

  • Develop strong understanding of assigned customer accounts, including ordering trends,  to identify efficiencies and enhance relationships

  • Proactively contacts customers to clarify or retrieve necessary information

  • Escalates any situations that may disrupt level of operations or customer service

  • Acts as reliable point of contact for assigned customers as it relates to order management

  • Collaborate cross-functionally to effectively resolve problems and strive to achieve complete customer satisfaction and optimal internal execution

  • Troubleshoot complex customer related issues to identify root cause and communicate optional solution(s).

  • Other Duties and Responsibilities:

  • Other duties and projects as assigned

Your qualifications
  • Required Knowledge, Skills, and Abilities:

  • Demonstrated ability to develop both external and internal relationships

  • Exceptional interpersonal communication skills; clear and concise, both written and verbal

  • Ability to interpret confusing topics and translate easily into action items

  • Team player who works well in a collaborative environment, shares information freely, and is approachable to and by all levels of the organization

  • Broad understanding of all functions related to the supply chain, customer order management, and reverse logistics

  • Tenacious and creative approach to problem solving

  • Elevated curiosity, resiliency and business maturity

  • Willingness to take risks and drive decisions

  • Strong analytical aptitude

  • Focused attention to detail

  • Strong desire for continuous learning

  • Manage and adapt to multiple priorities

  • Self-starter, motivated and drives for results

  • Track record for achieving consistent positive change

  • Proficiency in Microsoft Office (Excel, Word, PowerPoint)

  • Education and Experience:

  • At least five years of experience in Customer Service, Customer Logistics, or Customer Relationship Management

  • Two to three years of data analysis and analytics experience required; experience developing and implementing Customer Scorecards/KPI’s preferred

  • Previous experience in a Consumer Packaged Goods (CPG) environment is preferred

  • Bachelor degree in Supply Chain Management, Data Analytics, or Business

What we offer

Working Conditions:

Normal working conditions for an office environment.

Travel: 10%, including International Travel

Candidate Contact