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. 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. Serve a dual role as the company voice to the customer as well as system experts to drive technical resolution internally. This role will also involve reporting on maintenance and data analytics, general departmental and manager support, error management and resolution, managing shipment revisions, maintaining customer related data tables and dashboards, creating and maintaining customer operations standard operating procedures (SOPs), providing cross departmental support as a flex resource, and being accountable for monthly newsletter maintenance and distribution.

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. 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, etc.
• General departmental and manager support such as management of innovation allocations, promotional transitions, continuous improvement tasks, buy back programs, and month end revision support.
• Error management and resolution. Actuarial Standards of Practice (ASOP) reporting errors, 945 error report, and service ticket creation and management.
• Manage shipment revisions. 945 error report, Billing and inventory control requests, daily removed items report.
• Maintenance of customer related data tables and dashboards including Sourcing Table, Customer Orbits Map, Issues Log, etc.
• Create and maintain customer operations standard operating procedures (SOPs) and documenting changes in process when applicable.
• Cross departmental support as a flex resource.
• Accountable for monthly newsletter maintenance and distribution.

What This Job Offers

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