Customer Operations Analyst

COMBEORPORATED. • White Plains, NY

2d • Hybrid

About The Position

Combe is a privately held, family-owned personal care company with a legacy of creating innovative brands that address unmet consumer needs. Founded in 1949, Combe is led by its third generation of family leadership and combines the values of a family-owned company with a future-focused approach to growth, innovation, and consumer care. The Customer Operations Analyst will manage customer orders throughout the Order-to-Cash process, ensuring timely and accurate fulfillment. This role involves analyzing inventory, monitoring order exceptions, and serving as a key point of contact for assigned customers and partners. The analyst will collaborate with various internal departments and external partners to resolve operational challenges, improve service performance, and enhance customer satisfaction. The position also involves developing and maintaining process documentation and supporting customer setup and order management.

Requirements

• 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.
• Understanding of transportation networks, order tracking, and customer fulfillment processes.
• Ability to work collaboratively across teams and build strong working relationships.

Nice To Haves

• Experience with ERP systems such as Oracle, SAP, or PeopleSoft preferred.
• Experience with Power BI or other reporting and visualization tools.

Responsibilities

• 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.

Benefits

• Hybrid work environment
• Partial lunch subsidies for office-based employees
• Annual discretionary bonus
• Outstanding healthcare options
• 401(k) match with Profit Sharing
• Health and Wellness Initiatives, including gym membership reimbursement, wellness workshops, and mental health support.
• Tuition reimbursement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level