Customer Operations Analyst

Position Summary The Customer Operations Analyst supports the Customer Operations function by owning key execution, validation, reporting, and coordination activities across finished goods inventory planning, customer onboarding, customer order execution, customer metrics, master data, and recurring business reporting. This role works cross-functionally to improve visibility, strengthen process discipline, identify risks early, and support timely, data-informed decisions. Key Responsibilities Inventory Planning and Reporting Support Prepare and maintain weekly weeks-on-hand (WOH), inventory-at-risk, short-date inventory, and inventory-to-sales reporting. Support finished goods inventory reviews by SKU, customer, product family, location, lot date, and other relevant business views. Monitor short-dated finished goods inventory and coordinate follow-up related to movement, allocation, customer opportunities, or disposition with the Logistics Manager. Maintain reporting tools and templates that support demand planning, inventory planning, and the S&OP cadence. Customer Onboarding and Sales Operations Own customer onboarding execution and validation, including customer setup, required documentation, forms, customer portal readiness, pricing bracket validation, item setup, and first-order accuracy. Coordinate new customer forms, new item forms, vendor and customer documentation, certificates of insurance, and customer compliance requirements. Maintain Repositrak and other customer compliance documentation tracking, as applicable. Maintain and validate customer, item, and transactional data in ERP systems, customer portals, and external platforms. Support customer portal setup, distributor inventory updates, 1World specification sheet validation, label and specification coordination, and other assigned customer needs. Prepare supporting data for production schedule discussions, including customer requirements, open orders, inventory status, and demand plan changes. Escalate production, inventory, or customer conflicts with clear facts, business impacts, and recommended options. Customer Order and Exception Coordination Support sales order review, EDI approval validation, inventory verification, and order exception tracking. Coordinate follow-up for order issues across Sales, Supply Chain, Production, Logistics, Customer Service, brokers, and other business partners. Proactively identify order risks, inventory constraints, customer setup issues, pricing concerns, and timing conflicts before they create customer-facing issues. Communicate with Sales leadership or customers when assigned, using established standards and escalation guidance. Reporting and Metrics Build, maintain, and distribute recurring templates for weekly, period, quarterly, and annual reporting. Prepare customer performance, item and SKU performance, branded account, private label account, forecast accuracy, demand plan accuracy, fill rate, OTIF, production attainment, and inventory reporting. Prepare supporting materials for board, executive, and leadership reporting as directed by the Sales Operations Manager. Process Improvement and Documentation Identify process gaps and recommend improvements related to order management, inventory flow, customer onboarding, reporting, master data, and customer operations. Create and maintain SOPs, trackers, checklists, and process documentation for assigned responsibilities. Support role clarity, decision rights, escalation paths, process governance, and the use of approved or certified data sources. Required Qualifications At least 3 years of experience in customer operations, supply chain operations, sales operations, order management, inventory planning, business analytics, or a related field. Strong Microsoft Excel skills. Experience working in an ERP system; NetSuite experience is preferred. Strong analytical, organizational, and problem-solving skills. Ability to interpret data, identify exceptions, and communicate busine…

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