Customer Operations Analyst - Order Management (In office)
About The Position
The Customer Operations Analyst (order management) role is responsible for providing reliable, accurate, and responsive customer service support for NAOS USA’s B2B customers (brick-and-mortar, distributors, pharmacies, institutes) and internal stakeholders (training, marketing, HR), ensuring operational excellence and data-driven insights. This role requires experience with ERP and CRM/order systems, an analytical mindset, proficiency in Excel and Power BI, excellent communication skills, strong organizational skills, attention to detail, and the ability to manage complexity and multiple priorities.
Requirements
- Experience with ERP and CRM/order systems (e.g., SAP, NetSuite, Salesforce)
- Analytical mindset, proficiency in Excel and Power BI
- Excellent written and verbal communication
- Strong organizational skills and attention to detail
- Ability to manage complexity and multiple priorities
Responsibilities
- Handle inquiries on orders, shipping, invoices, and product availability
- Liaise with finance for payment issues, credit limits, and chargebacks
- Manage service issues and coordinate replacements or returns with QA
- Maintain proactive communication with customers and sales reps
- Maintain and update customer service KPIs dashboard (orders processed, OTIF, complaints, etc.)
- Track and analyze claims, credit memo volume, reasons, and trends
- Support periodic reporting for internal stakeholders (Sales, Finance, Supply)
- Identify process inefficiencies and propose improvements (e.g., order entry automation, document templates)
- Ensure SOPs are up-to-date for all B2B customer types and internal processes
- Support implementation of new tools or system enhancements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
