Customer Operations Lead

Monster Energy • Corona, CA

7h

About The Position

In the position of Customer Operations Lead, you will be responsible for supporting best in class customer service across all customer operations business areas. You will leverage data analytics and standard reporting to proactively identify areas of opportunity to improve customer experience and manage exceptions in the order to invoice process. This role serves a dual function as the company's voice to the customer and as a system expert to drive internal technical resolution.

Requirements

• Bachelor's degree in the field of Supply Chain Management or related field
• Between 1-3 years of experience in SAP or relevant ERP System
• Between 3-5 years of experience in Customer Service-related role
• Proficient in Microsoft Office suite

Responsibilities

• Report on maintenance and data analytics, including On-Time, In-Full (OTIF) tracking and reason coding, on hold order management, on time service review, in full order review, appointment timeliness, missing freight order (FO) and delivery creation.
• Provide general departmental and manager support such as management of innovation allocations, promotional transitions, continuous improvement tasks, buy back programs, and month end revision support.
• Manage and resolve errors, including Actuarial Standards of Practice (ASOP) reporting errors, 945 error reports, and service ticket creation and management.
• Manage shipment revisions, including 945 error reports, Billing and inventory control requests, and daily removed items reports.
• Maintain customer related data tables and dashboards such as Sourcing Table, Customer Orbits Map, and Issues Log.
• Create and maintain customer operations standard operating procedures (SOPs) and document process changes when applicable.
• Provide cross departmental support as a flex resource.
• Be accountable for monthly newsletter maintenance and distribution.

What This Job Offers

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