Customer Service Specialist, Operations Analyst

DSV • Mesa, AZ

1d • $49,440 - $61,800 • Onsite

About The Position

The Customer Service Operations Analyst is responsible for administering customer operational activities and business processes for assigned customers and programs within the Global One Source organization. This role serves as a key business partner between customers and internal stakeholders to ensure operational performance, customer commitments, and service expectations are achieved. The Analyst evaluates customer requirements, operational performance, fulfillment challenges, and business risks to identify issues, determine appropriate corrective actions, and develop recommendations that improve customer outcomes and operational efficiency. The position exercises discretion and independent judgment in resolving customer issues, managing operational exceptions, evaluating performance trends, and implementing process improvements. This role requires strong analytical capabilities, business acumen, and the ability to influence cross-functional teams to support customer satisfaction, operational excellence, and organizational growth.

Requirements

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Finance, or related field, or an equivalent combination of education and experience.
• Minimum three (3) years of experience in customer operations, order management, supply chain, logistics, customer service, or a related business function.
• Experience working in a cross-functional business environment and supporting customer-facing operations.
• Demonstrated ability to exercise independent judgment and discretion when evaluating customer and operational issues.
• Strong analytical and critical-thinking abilities.
• Ability to identify business risks and develop practical solutions.
• Strong decision-making and problem-solving capabilities.
• Ability to influence outcomes through collaboration across multiple functional areas.
• Strong business acumen and understanding of operational impacts on customer experience and organizational performance.
• Excellent verbal and written communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• High attention to detail, accuracy, and accountability.
• Advanced proficiency in Microsoft Office Suite, particularly Excel.
• Experience using ERP and business management systems.
• Ability to analyze data and develop actionable business recommendations.
• Experience utilizing reporting and performance metrics to support operational decisions.

Responsibilities

• Manage operational activities for assigned customers, programs, and business processes.
• Monitor customer operational performance to ensure service commitments, customer requirements, and business expectations are achieved.
• Evaluate customer demand patterns, order activity, fulfillment performance, and operational trends to identify potential risks and opportunities.
• Prioritize operational activities and recommend actions when competing customer demands or business constraints arise.
• Serve as a primary point of contact for operational matters impacting assigned customers and programs.
• Develop a comprehensive understanding of customer business requirements and operational objectives.
• Evaluate operational exceptions, fulfillment challenges, customer concerns, and service disruptions to determine root causes and recommend corrective actions.
• Investigate issues involving inventory availability, pricing discrepancies, order fulfillment performance, customer commitments, and supply chain constraints.
• Develop recommendations that balance customer requirements with organizational objectives.
• Exercise independent judgment when determining appropriate solutions and escalation pathways.
• Partner with leadership and cross-functional stakeholders to address significant customer or operational issues.
• Identify operational risks and communicate recommended mitigation strategies to management.
• Analyze operational performance metrics, customer trends, workload distribution, backlog performance, and service-level attainment.
• Develop insights and recommendations that support operational decision-making and continuous improvement efforts.
• Monitor key performance indicators and identify areas requiring corrective action.
• Conduct root cause analysis on recurring service, operational, or customer issues.
• Prepare operational summaries, performance analyses, and recommendations for leadership review.
• Evaluate customer and operational data to identify trends impacting performance, profitability, and customer experience.
• Evaluate existing workflows and operational processes to identify inefficiencies and opportunities for improvement.
• Recommend and implement process enhancements designed to improve operational effectiveness, scalability, accuracy, and customer satisfaction.
• Lead initiatives that reduce recurring issues, improve workflow consistency, and support sustainable growth.
• Develop and maintain standard operating procedures, process documentation, and operational best practices.
• Assess the effectiveness of implemented solutions and recommend additional improvements where appropriate.
• Support business initiatives related to customer retention, operational performance, and strategic growth objectives.
• Collaborate with Customer Service leadership, Purchasing, Sourcing, Operations, Logistics, and Finance teams to achieve customer and business objectives.
• Provide operational expertise and recommendations regarding customer requirements, service commitments, and business risks.
• Support implementation of new customer programs, process changes, and operational initiatives.
• Facilitate communication and alignment among stakeholders to ensure successful execution of customer requirements.
• Promote knowledge sharing and collaboration across the Global One Source organization.
• Manage customer order activity and related operational processes to support fulfillment and customer service objectives.
• Review customer transactions and operational activity for accuracy, completeness, and compliance with established business requirements.
• Evaluate order-related issues and determine appropriate actions to support customer commitments and operational objectives.
• Maintain the integrity of customer, pricing, and operational data within company systems.
• Identify trends impacting order flow, workload distribution, and operational efficiency and recommend appropriate actions.

Benefits

• Eligibility for benefits offerings, including coverage options and plan details, available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

What This Job Offers

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