Customer Operations Analyst

IFCO

13d•Onsite

About The Position

The Customer Operations Analyst is the front-line communicator, serving as a link between all internal departments and our customers to ensure world-class customer service and proactive asset management. We are the world market leader for reusable packaging containers (RPCs) for fresh food and are constantly optimizing our products. We help make the food supply cycle for the population more sustainable. With our RPCs, safety for food transport is improved, there is less waste of food and at the same time the lifespan of the products increases. Through our products and the need for less packaging materials we reduce the carbon footprint. „The future is circular“

Requirements

Strong Excel skills required
Proficiency in spoken and written Spanish, with the ability to communicate effectively in a professional environment and comprehend complex information in the language
3+ years of customer service experience preferred
Knowledge of logistics, inventory, customer service, and transportation
Experience in process development
Strong written and verbal communication skills
Knowledge of domestic geography
Ability to work well in a team environment
Analytical and problem-solving skills
Proven planning and organizational skills with the ability to handle multiple priorities with time-sensitive deadlines
Computer literacy required, including proficiency in standard business applications included in Microsoft Office Suite.
Candidate must be located in Ontario or Quebec within one hour of an international airport for customer visits.

Nice To Haves

Power Bi experience preferred
SAP experience preferred

Responsibilities

Develop deep relationships with key customers by gaining a comprehensive understanding of the customer, their business needs and trends to evaluate customers' packing needs, anticipating and managing orders, identifying opportunities to improve service, and improving asset (crate) turns.
Proactively manage customer orders and make recommendations as needed based on inventory availability and transportation capabilities
Provide customers with strong product knowledge and specifications.
Collaborate with sourcing, asset management, transportation, finance, warehousing operations, sales, and service centers to resolve issues regarding quality, complaints, returns, billing, and overall service and ensure the customer receives prompt resolution.
Resolve service failures, manage ETA/PO schedule and help implement processes for continual improvement.
Ensure customer receives proper IFCO onboarding information regarding order process, reporting, label compliance, billing, and returns.
Create presentations for quarterly business reviews and present information to customers
Maintain daily/monthly and ad hoc reporting requirements.
Accurately maintain customer database and special instructions
Act as Subject Matter Expert in IFCO reporting systems, EDI, MyIFCO, processes and environments.
Develop the annual audit plan considering contractual requirements and cyclical coverage to include weekly and monthly inventory reconciliation, planning & executing annual audit, analysis of audit outcome, post-audit review, adjustments, and corrective actions needed.
Complete ad-hoc analysis as required
Coordinate all stock audit scheduling with third parties and customers
Collaborate with Sales to establish a business case to support strategic decisions associated with extended hire and lost equipment write-offs and/or billing.
Manage the reporting hold process to ensure timely & accurate customer reporting practices.