Customer Operations Analyst

Classic Brands, LLC
Columbia, MD
Sep 18, 2019
Sep 25, 2019
Full Time
Classic Brands, LLC is an industry leading mattress and furniture manufacturer and distributor to top customers such as Amazon, Wayfair, and We are driven, fast paced, and looking for a detail-oriented, tech-savvy individual to work on new business entry & analysis. Job Summary:The Customer Operations Analyst is responsible for the operational coordination efforts between Sales and Operations for several of our largest and highest priority customers. This role is responsible for daily order management activities to meet customer expectations around key metrics, such as on-time shipping and order fill rates. The Customer Operations Analyst serves as the single point of contact for all operational communication and collaboration around inventory and order management, with a focus on building strong collaborative relationships with key customers and internal colleagues. This role serves as an advocate for key customers regarding end-to-end supply chain performance, with the objective to proactively monitor key performance indicators and resolve challenges to ensure that we exceed customer expectations and service level agreements. The Customer Operations Analyst is also responsible for identifying and addressing root causes of challenges and pursuing opportunities to continuously improve our service to our key customers. As the Customer Operations Analyst, you will spend your days doing the following: Manage the daily order flow for key customers to ensure orders are filled complete and on timeServe as the single point of contact for all operational issues and questions related to key customersMonitor end-to-end supply chain performance, including projected order fill rates, to exceed customer expectationsProactively inform customers of challenges and collaborate with customers and internal colleagues to find solutionsBuild strong collaborative relationships and regular communication flows with customers' key points of contactProactively monitor key performance indicators and exception reports and resolve challenges to meet customer service level agreementsGather information and insights around customer plans and priorities and share internally to optimize effortsCompile key customer metrics and insights and report to relevant stakeholdersMonitor new product launches to meet key milestones, react quickly to sales data, and keep key stakeholders informedIdentify and address root causes of operational challenges and cost savings opportunities to achieve continuous improvementClosely monitor critical items and initiatives to ensure they are prioritizedRegularly share key information with customers, such as order processing and inventory availability updates, to support customer needs Job Requirements & Competencies:BA/BS degree3-5 years of relevant experienceCollaborative styleHigh sense of urgency Strong communication, organization, and analytical skillsComfortable with fast pace and frequent changeResourceful in getting things donePoised under stressExceptional attention to detailStrong time management and prioritization skills Advanced Microsoft Excel skillsBasic skills with Microsoft Office SuiteAdvanced experience with ERP system, such as SAP or OracleExperience with vendor portals for large retail customers Compensation:Competitive base pay and a comprehensive benefits package (Medical, Dental, Vision, 401k contribution, holiday and vacation pay).We are an equal opportunity employer. Job Type: Full-time