Customer Operations Analyst

Old World Industries•Northbrook, IL

10d

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 KPIs. It also analyzes business processes, recommends improvements, and supports accurate, efficient operations. The analyst reviews customer compliance deductions, investigates root causes, and supports corrective actions to reduce fines and prevent recurrence, applying knowledge of order-to-cash, EDI, supply chain, and logistics processes. The role works with internal teams and external customers to investigate performance gaps, research discrepancies, resolve compliance disputes, and maintain accurate operational data. It also develops process documentation, standard operating procedures, and training materials to support consistency and continuous improvement.

Requirements

Three or more years of experience in customer operations, order management, supply chain, or analytics, including at least one year developing and validating reports and dashboards.
Intermediate to advanced Excel skills.
Experience extracting, validating, and analyzing large datasets.
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 a commitment to continuous improvement and customer service.

Nice To Haves

Bachelor’s degree in Business, Supply Chain, Data Analytics, or a related field; equivalent experience is considered.
Experience with Power BI, Tableau, SAP, or similar reporting and ERP systems.
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, streamline workflows, improve data accuracy, and support continuous improvement initiatives.
Develop and maintain documentation, standard operating procedures, and training materials.
Review customer compliance deductions for accuracy, legitimacy, and potential dispute opportunities.
Investigate compliance violations, perform root cause analysis, and recommend preventive actions.
Prepare, submit, and track customer compliance disputes, ensuring supporting documentation is accurate and resolutions are timely.
Analyze 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 involving weather impacts, minimum order quantities, forecasting discrepancies, and other operational exceptions.
Develop, maintain, and enhance operational reports and dashboards for performance monitoring and management decision-making.
Extract, consolidate, cleanse, and prepare data from multiple sources; 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; collaborate with internal departments to resolve issues and complete requests on time.
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.