Customer Operations Analyst Job Description

Customer Operations Analyst Job Description

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Customer operations analyst provides fact-based advice that is actionable within the business context limited to, industry trends, share of market data, market competition and customer behavior across supply chain.

Customer Operations Analyst Duties & Responsibilities

To write an effective customer operations analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included customer operations analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Act as support and back up to the B2C Customer Service Analyst Team
Lead and participate in other project activities as assigned by Customer Service Leadership
Participate in the selection, development, and implementation of new contact center technology as identified by the B2C Customer Service Leadership Team
Initiate/build relationships to help drive revenue opportunities through collaboration with the retail planning/allocation and all other internal partners in order to best service the retail store’s needs
Proactively communicate order management corrective action to retail planning and buying team’s - drive issue resolution, ensuring follow-through from all required parties
Drive communication consistency with retail planning and buying teams to ensure order status review and documentation/approval of order changes and cancellations
Leverage Customer Relationship Management (CRM) Reporting tools and Quality Monitoring to analyze types of customer contact registrations
Conduct root cause analyses to identify and prioritize areas for improvement related to reducing contact volume by using VOC methods
Utilize Speech Analytics to categorize types of calls, perform root cause analysis, cost analysis, and recommend improvements
Use findings in analyses to identify areas to improve the agent troubleshooting process by enhancing Decision Trees, Knowledge Management, agent training, departmental productivity, and functionality

Customer Operations Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Operations Analyst

List any licenses or certifications required by the position: ASE, CPIM, APICS, PMP, ITIL

Education for Customer Operations Analyst

Typically a job would require a certain level of education.

Employers hiring for the customer operations analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Business, Finance, Computer Science, Education, Business/Administration, Economics, Statistics, Accounting, Engineering, Project Management

Skills for Customer Operations Analyst

Desired skills for customer operations analyst include:

JD Power Customer Perception Survey and Process
Customer service
Customer’s supply chain
Tableau
Vertical market business trends and concepts
SAP
CHEP departmental responsibilities
Utility industry
Data warehouse and Microstrategy tools
Excel

Desired experience for customer operations analyst includes:

3+ years of experience in FP&A with a strong record of career progression
Highly motivated and self-driven personality
Strong understanding of accounting and compliance requirements
Track record of showing finance leadership in a fast-paced, high-growth environment
Ability to build analytical models that can be driven into standard planning tools
Strength in succinctly explaining complex transactions and business impact

Customer Operations Analyst Examples

1

Customer Operations Analyst Job Description

Job Description Example
Our company is looking for a customer operations analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer operations analyst
  • Use SAP, Cognos on a regular basis
  • Validate effectiveness and gain acceptance of all changes before implementation
  • Support ad hoc 3C reporting requests as needed and partner with leadership team to assist and prepare analysis of data for projects, process improvements, and initiatives as required
  • Work multiple high priority requests concurrently within established timeframes
  • Interface with IT Organization and 3rd party technology providers with outages or system enhancements
  • Act as support for computer issues and first line of troubleshooting for technology unique to the contact center
  • Assistance with administrative, analytical and operational tasks
  • Forecast Pipeline and general Account Management
  • Order Tracking and Opportunity Creation on SFDC or equivalent CRM
  • Perform Semi-annual analysis for Segment/Territory realignments, Assist Business Operations Managers with Territory assignments for ETM
Qualifications for customer operations analyst
  • Demonstrate ability to effectively work with and influence cross-functional teams, both as a project leader and as a team member
  • Act as a core member of Data Management team activities like Territory Assignments, Bookings Order Assignments, Account Segmentation Realignment and VMStar Pipeline Data Quality
  • Driving & supporting initiatives related to Account Governance/Gatekeeping like Data Cleansing/Deduping, the Company’s future Customer Master Hub, VMstar, ETM/EHM-based NAL automation & Account Creation/Service team and all upcoming projects
  • Ability to analyze large quantities of data
  • Stamina to work in excess of forty hours per week when the need arises
  • Bias for action and ability to work independently
2

Customer Operations Analyst Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer operations analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer operations analyst
  • Accountable for all aspects of distributor end customer maintenance including name and address matching, non-transactional account maintenance, partner cross reference, and chargeback error resolution
  • Significant collaboration with our distributor partners to drive change around end customer maintenance and our chargeback processes in order to facilitate effective end-to-end policies and procedures that will deliver sustainable results
  • Assist leadership with creating and implementing governance processes to ensure standardization and efficient chargeback policies, procedures, and processes to harmonize all aspects of distributor end customer maintenance with the appropriate flexibility to meet customer/market needs and dynamics
  • Support and propose continuous process/system improvement initiatives across the chargeback operations teams such as root cause analysis, error prevention solutions, and distributor settlements while playing an active role on workstream teams and projects
  • Resolve distributor end customer related chargeback errors in accordance with OLA’s and SLA’s utilizing advanced technical skills to assist in analyzing outstanding chargeback disputes
  • Perform business analytics and provide actionable reporting to assist in efficient and accurate distributor end customer maintenance, matching, cross referencing, and chargeback error resolution
  • Maintain distributor end customer maintenance related training material and updated desktop procedures in order ensure standard team practices that adhere to best practice efficiency and accuracy
  • Document any identified gaps in distributor end customer maintenance and chargeback error resolution procedures and work with the team leaders and managers to implement solutions
  • Work with the Sales team to forecast accurate and up to date opportunities and run reports in Salesforce
  • Create a yearly operating plan and quarterly quoting data for the Loyalty Team
Qualifications for customer operations analyst
  • Must have advanced analytical skills, project management skills, and be result and detail oriented
  • A minimum of 6 months relevant experience in an analytical role is required, experience in Vendor Managed Inventory, production forecasting, or a planning role with a particular emphasis on production planning, replenishment, inventory planning, analysis, and data modeling is preferred
  • Previous experience with Contact Center and Workforce Management applications
  • 3 years’ experience in sales operations or like-minded roles
  • Minimal daily supervision required
  • Currently pursuing a degree in math, statistics or computer science and planning to return to school following the internship
3

Customer Operations Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a customer operations analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer operations analyst
  • Leverage social media listening and response tools to monitor customer feedback within various social media channels including Facebook, Twitter, and YouTube
  • Will engage in these channels to identify and resolve issues impacting PSEG Long Island customers
  • Possess great ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues
  • Contact customers via both public and private social media messaging and also via phone or email if necessary, serving as an advocate for PSEG Long Island, the brand and its customers
  • Must be able to establish rapport and trust with customers by showing interest and empathy for their concern
  • The Analyst will work closely with other Departments to improve customer satisfaction
  • Analyze data to assess customer satisfaction and make recommendations to adjust local procedures
  • Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication
  • This position also requires availability in the case of storm emergencies and storm restoration efforts
  • Will be required to work some weekends, nights and Holidays and extend hours during outages/storms
Qualifications for customer operations analyst
  • Bachelors in Math, Statistics, Computer Science or equivalent
  • Executed SOW by creating 90 day plan for network optimization, work schedule in agreement to achieve desired outcomes
  • The ideal candidate possesses good communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure
  • Typically requires a BS/BE degree or equivalent 12 plus years related customer support experience, project management experience or basic business experience
  • At least 5 years of work experience with Service provider
  • ITIL Service Operations desired, attention to detail and fluent English are required
4

Customer Operations Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer operations analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer operations analyst
  • Evaluate and report business unit O&M and capital budget variances
  • Work with team to develop year-end/quarterly/monthly business unit O&M and capital projections
  • Generate reports, graphs and charts as requested using financial applications
  • Serve as a resource for technical/functional support, provide guidance and assistance for questions and problems related to financial business management
  • Prepare accounting journal entries including accruals and corrections
  • Oversee the affiliate process for related organizations
  • Participate as a team member for various special projects or financial studies
  • Conduct needs assessments and other analysis in an effort to align business initiatives with the goal to decrease errors and improve customer experience as it relates to quality, complaints, customer satisfaction surveys, and other business data
  • Specific ability to analyze both structured and unstructured customer survey data and effectively call out drivers of customer pain points as opposed to just identifying pain points
  • Ability to data mine, extrapolate data, and use independent judgment to find correlation of data, document findings, and create corresponding reports, graph/charts, PPT decks, and other visual aids
Qualifications for customer operations analyst
  • Clear, fluent, effective English native Mandarin or Japanese speaker
  • 3+ years’ experience in commercial contract and/or chargeback operations, including distributor relationship management, continuous improvement, transactional contracting and/or chargeback technologies and/or related areas
  • Demonstrates working knowledge of principles of key business metrics and analytical techniques/tools, including their application in effective chargeback processing
  • Strong data and technology management skills to include data acquisition, mining, analysis, data integrity management, metrics management, and action oriented reporting
  • Innovative thinker with ability to drive change and effectiveness through automation and process excellence
  • Manage connections for CAH Brand, Medsurg and Lab Distribution
5

Customer Operations Analyst Job Description

Job Description Example
Our growing company is looking to fill the role of customer operations analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer operations analyst
  • Manage client escalations that include conducting root cause analysis, remediation strategies and
  • Assist with internal and client initiatives to drive associate engagement across multiple sites
  • Demonstrate a collaborative work style to work with other stakeholders
  • Perform ad-hoc data analysis as required by the business problem
  • Ability to juggle various projects and meet deadlines, with the capacity to prioritize as appropriate
  • Collaborate with other functional leaders to optimize resources in order to reach team and company goals
  • Assess and navigate the impact of company-wide projects and cross-departmental processes, people and systems
  • Drive initiatives for continuous improvement across the BA organization
  • Design, establish and maintain business analysis methodologies, processes and procedures in accordance with industry best practices
  • Analyze customer support contact to determine correlations, contact patterns, trends and opportunities
Qualifications for customer operations analyst
  • Perform GPO Transitions, Markup Reslots, Distribution Agreement Implementations
  • Research CAH Brand issues
  • Perform GPO audits
  • Ensure SOPs are updated and current
  • Analyze and interpret complex data
  • Small project management

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