Customer Operations Senior Analyst will manage the day to day customer operations and support the growth of our International and Domestic Channels. Collaborates with sales, supply, and multi-functional teams to help develop effective customer practices to achieve best in class service.
Essential Job Functions
:
- Deliver prompt and professional solutions for Global customer requirements.
- Business partner between multi-functional teams including Distribution Center and Sales to ensure consistent service to all customer segments.
- Process international and domestic customer orders (including data entry, special customer requirements review and order acknowledgements)
- Support the development of a streamline order process for International business with batch requirements and guidelines.
- Manage reporting tool for on shelf stock levels and visibility on weekly basis, that identifies clear outage trends and supply plans to support the reorder process and customer fill rate
- Partner and support EDI/Netsuite Project team to migrate International customers into the EDI platform.
- Regulatory support of customer documentation (i.e. standard operating procedures, international regulations)
- Monitor requests/project status, back order expediting, shipping discrepancies, and missing documents and Monthly Review Owner
- Support follow up according to customer service level agreements timings behind: order status, stock availability inquiries, project status, shipping discrepancies, and other customer order specific requests.
Requirements
:
- 5+ years of customer service / operations with heavy international exposure highly preferred
- Experience in owning measures and improving results.
- Knowledge in the beauty industry strongly preferred.
- Proficiency with Microsoft Office (Excel, PowerPoint, Word, Outlook)
- Must be able to handle operational day to day tasks and maintain priorities concurrently.
- Excellent project and time management skills
- Ability to adapt to changing environment and quickly learn and develop new processes.
- Strong analytical ability with special attention to detail
Physical demands:
- Sitting most of the day, Typing, Work on a computer and phone consistently during the day, Sometimes Standing and Walking, Occasional lifting (less than 25 lbs.).
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