Customer Operations Analyst
About The Position
The Customer Operations Analyst provides operational analysis, data extraction and preparation, master data entry, and reporting support to the Customer Operations team. The role develops, maintains, and validates reports to monitor performance, identify trends, and improve internal and external KPIs. It also analyzes processes to identify inefficiencies and recommend improvements, and reviews customer compliance deductions, investigates root causes, and supports corrective actions to reduce fines and prevent recurrence. The position applies knowledge of order-to-cash, EDI, supply chain, and logistics processes to improve data accuracy, operational efficiency, and business performance. The analyst works with internal teams and external customers to investigate performance gaps, resolve compliance disputes and data discrepancies, maintain operational documentation, and support consistent processes. The role also creates and maintains operational reports and dashboards, validates reporting data and KPIs, and manages master data records in applicable systems.
Requirements
- Bachelor’s degree in Business, Supply Chain, Data Analytics, or a related field preferred; equivalent experience is considered.
- At least 3 years of experience in customer operations, order management, supply chain, or analytics, including at least 1 year developing and validating reports and dashboards.
- Intermediate to advanced Excel skills.
- Strong analytical, problem-solving, and root cause analysis skills, with a focus on data accuracy and process improvement.
- Excellent communication, organization, and time management skills, including the ability to manage priorities and present findings to cross-functional teams.
- Ability to develop SOPs and process documentation, work independently, collaborate across departments, and adapt to new systems and processes.
- Initiative, accountability, sound judgment, professionalism, and commitment to continuous improvement and customer service.
Nice To Haves
- Experience with Power BI, Tableau, SAP, or similar reporting and ERP systems.
- Experience extracting, validating, and analyzing large datasets.
- Experience with master data management and customer compliance dispute resolution.
- Knowledge of order-to-cash, EDI, customer portals, supply chain, and logistics.
Responsibilities
- Extract, prepare, and analyze data from internal systems and external customer portals to evaluate operational performance and identify trends.
- Collaborate with Sales, Customer Operations, Supply Chain, and other cross-functional teams to investigate performance gaps and recommend corrective actions.
- Analyze business processes to identify inefficiencies, streamline workflows, improve data accuracy, and support continuous improvement initiatives.
- Develop and maintain documentation, standard operating procedures, and training materials.
- Review and validate customer compliance deductions for accuracy, legitimacy, and dispute opportunities.
- Investigate compliance violations, perform root cause analysis, and recommend preventive actions.
- Prepare, submit, and track customer compliance disputes, including supporting documentation and timely resolution.
- Analyze compliance deduction trends and identify opportunities to reduce financial exposure and improve customer performance.
- Coordinate with internal departments and external customers to research discrepancies, gather documentation, and resolve disputes.
- Monitor customer compliance program requirements and communicate changes to applicable departments.
- Identify opportunities for proactive dispute resolution related to weather impacts, minimum order quantities, forecasting discrepancies, and other operational exceptions.
- Develop, maintain, and enhance operational reports and dashboards.
- Extract, consolidate, cleanse, and prepare data from multiple sources for accurate and consistent reporting.
- Validate report calculations, data integrity, and KPI measurements.
- Identify reporting gaps and recommend enhancements, automation opportunities, and improved data visualization.
- Maintain reporting documentation and standardized processes.
- Create, update, and maintain master data records in applicable systems.
- Review master data requests for accuracy, completeness, and compliance with data standards and business requirements.
- Identify and correct master data discrepancies and collaborate with internal departments to resolve master data issues.
- Perform routine data validation and quality checks to maintain data integrity and consistency across systems.
- Identify recurring data entry errors and recommend process, documentation, and training improvements.
Benefits
- Medical, dental, and vision coverage with wellness benefits.
- Company-matching 401(k) plan.
- Company-paid life insurance and accidental death and dismemberment benefits.
- Company-paid identity theft insurance.
- Company-paid disability coverage.
- Flexible spending and health savings accounts.
- Company-paid employee assistance program.
- Paid time off and paid holidays.
- Voluntary life insurance.
- Legal benefits.
- Critical illness insurance.
- Accident insurance.
- Hospital indemnity insurance.
- Pet insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
