Customer Operations Analyst

Silver King Beverage Company•Salt Lake City, UT

55m•Onsite

About The Position

Under the direction of the Customer Service Manager, handles all facets of their assigned customer accounts including but not limited to, order management, inquiries and issue resolution, commercialization support, and account status across various metrics. Serves as a primary point of contact between the company and customers with exceptional professionalism. Build and strengthen customer relationships to achieve long-term partnerships.

Requirements

Possesses all basic and some advanced skills and knowledge.
Has a thorough understanding of the total process flow with knowledge appropriate for the position within assigned functional area.
Acquires job skills to perform routine tasks with conscious planning and thoughtful decision making.
Impeccable organizational skills with the ability to prioritize responsibilities.
The ability to work effectively in a Microsoft Windows environment (Word, Excel, PowerPoint, Outlook, and internal software programs), with advanced presentation skills and the ability to create and maintain spreadsheets from basic to complex formulas.
Highly proficient with document management.
Associate degree in business preferred with at least 5 years’ related experience or a combination of experience and training.

Nice To Haves

Preference given to those with business administration, customer relations, sales, or similar role.

Responsibilities

Serve as the primary point of contact between customers and the company, effectively balancing and supporting the needs of both organizations.
Ensure timely and accurate entry of purchase orders and job orders; collaborate with Planning and Procurement teams to confirm requested delivery dates and verify all order details.
Lead regular customer meetings with key stakeholders to review all aspects of the account, including accounts receivable, inventory levels, commercialization initiatives, production schedules, and procurement requirements.
Represent the customer internally to enhance the overall customer experience while ensuring SKBCO commitments and deliverables are achieved.
Maintain accurate customer account records, documenting all interactions including inquiries, complaints, feedback, actions taken, and deliverables.
Partner with internal departments and stakeholders to track actions, manage risks, provide updates, and ensure commitments are fulfilled.
Resolve issues promptly and accurately by identifying root causes, escalating when necessary, and implementing solutions in accordance with company policies and procedures.
Gather and analyze customer-related data to identify opportunities for process improvements, revenue and margin growth, and cost reduction; demonstrate initiative and strong problem-solving skills.
Prepare high-quality reports, presentations, and briefs; distribute appropriately and effectively communicate information and respond to questions from stakeholders.
Responsible and required to immediately notify management about actual or potential food safety or quality concerns and empowered to internally escalate and support appropriate investigations and resolutions.