CUSTOMER OPERATIONS ANALYST COVER LETTER TEMPLATE

• Process and maintain customer sales orders. 
• Ensure management of EDI/Manual sales orders in SAP. 
• Provide communication regarding order changes, open order reporting, customer dating requirements and sample order processing. 
• Provide support to the Customer Logistics team related to the Order Release process and provide insight.
• Communicate weekly customer backorder reporting and ensure product substitution due to supply constraints. 
• Manage shortages, destructions, and damage processing. 
• Take responsibility for issuing call tags. 
• Support New Business Opportunity process for One-time Buy requests. 
• Actively participate in internal Customer Team meetings to understand potential opportunities.
• Take responsibility for Proactive Customer Analytics. 

Skills: Order Processing & Management, EDI/SAP Order Handling, Customer Communication & Reporting, Customer Logistics Support, Backorder & Supply Management, Shortage & Damage Resolution, New Business Opportunity Support, Proactive Customer Analytics

• Product availability reporting and strong collaboration with Supply Planning to understand supply constraints.
• Take responsibility for Ongoing Customer Operations Functions. 
• Ensure resolution of product-related customer requests via email or phone. 
• Support product launch activities. 
• Use SAP/BI reporting, Qlik Sense, and Siebel to analyze customer data. 
• Ensure compliance with all Customer Operations SOPs/Work instructions and SOX protocols.
• Coordinate and effectively communicate with internal cross-functional teams
• Support SAP enhancements and provide insight into ongoing system improvements. 
• Identify areas for process improvement across all of Supply Chain Customer Operations. 
• Ensure collaboration within cross-functional teams and highlight areas of improvement.

Skills: Supply & Product Availability Reporting, Customer Operations Management, Customer Request Resolution, Product Launch Support, Data Analysis with SAP/BI/Qlik Sense/Siebel, SOP & SOX Compliance, Cross-functional Team Collaboration, Process Improvement & SAP Enhancements

• Update, maintain, and analyze daily, weekly, and monthly CS-related reports in Salesforce.com, Domo, Excel, and other relevant applications
• Manage the CS org’s quarterly and monthly KPIs reporting cadences
• Catalog and reconcile existing CS metrics, reports, and dashboards to reduce complexities in reporting and analytics
• Partner with business analysts, administrators, and developers to enhance existing CS metrics, reports, and dashboards in Domo and Salesforce.com
• Take a lead role in the design and development of data reporting and dashboard capabilities for the CS organization
• Gather data using various data-mining techniques, analyze results, and provide meaningful insights around business problems prioritized by CS and RevOps leadership
• Effectively communicate with CS and Revenue Leadership
• Respond to user issues and system errors. 
• Analyze and replicate errors to find a resolution and correct the error
• Provide regular comprehensive, data-driven reporting for all customer accounts

Skills: Salesforce/Domo/Excel Reporting & Analysis, KPI Management & Reporting, CS Metrics & Dashboard Reconciliation, Collaboration with Business Analysts & Developers, Data Reporting & Dashboard Development, Data Mining & Insight Generation, Leadership Communication & Reporting, System Error Analysis & Resolution

• Work with Operations and Customer Success leadership to hit company goals
• Become an expert on business data, processes, systems, and customers
• Help build and document internal processes to drive efficiency and effectiveness
• Design and implement data-driven dashboards to monitor user behavior
• Audit and improve customer and employee workflows
• Instill oversight and governance within customer success processes and pipelines
• Perform claims research, define configuration solutions
• Serve as point of contact for troubleshooting adjudication issues
• Update pharm-screens manually
• Perform member ID crosswalk functions
• Identify, define and implement process improvements
• Coordinate operations across all Customer Data Operations functional areas.

Skills: Operations & Customer Success Collaboration, Business Data & Process Expertise, Process Documentation & Improvement, Data-driven Dashboard Design, Workflow Auditing & Optimization, Customer Success Governance, Claims Research & Troubleshooting, Cross-functional Coordination in Customer Data Operations

• Oversee and coordinate scope management, schedule management, resource management, risk management, business process transformation, and change management of Utility 2.0 projects.
• Manage internal projects where multiple inter-departmental dependencies are required.
• Coordinate and facilitate internal meetings including planning, project kick-off, and status updates.
• Establish and implement deliverable timelines across multiple complex projects involving cross-functional teams.
• Collect and report data from responsible business units.
• Interpret and verify data and develop effective reporting narratives.
• Coordinate, verify, and submit budgeting and financial reporting for U2.0 funded projects.
• Develop monthly Executive Steering Committee agenda, dashboards, and presentations.
• Work with PMO vendors and business owners to develop/update dashboards and present quarterly reports to the Department of Public Service and the Long Island Power Authority.
• Facilitate the creation, evolution, and documentation of business processes.
• Develop communications and training to support effective change management.
• Work with vendor and business owners to develop, track and report on Benefit-Cost Analysis for each U2.0 approved project and the larger umbrella program.
• Manage PMO support vendor including meetings, logistics, deliverables, and invoicing.

Skills: Project Scope & Schedule Management, Resource & Risk Management, Cross-functional Team Coordination, Data Collection & Reporting, Budgeting & Financial Reporting, Executive Steering Committee Support, Change Management & Process Documentation, Benefit-Cost Analysis & Vendor Management

• Proven understanding of Global Customer Office (GCO), including Customer Support, Customer Success, Managed & Global Support, and Tax Support processes
• Ability to collaborate, negotiate and persuade, while maintaining positive relationships.
• Excellent organizational skills, follow-through on tasks, and ability to prioritize multiple tasks under pressure
• Evidence of strong analytical skills, problem-solving, and strong logical thinking.
• Strong verbal communication and presentation skills
• Ability to clearly articulate business objectives and manage large group discussions, including to senior management
• Ability to translate business objectives to GCO goals and measurement
• Experience developing and executing metrics and dashboards in Ceridian Analytics & Reporting Library Warehouse
• Positive attitude with a drive and capacity to learn quickly and challenge the status quo.
• Strong customer orientation with a high degree of initiative and a sense of urgency

Qualifications: BA in Industrial Engineering with 7 years of Experience

• Experience in Sales Operations and/or Customer Operations
• Sales Support experience in the technology industry
• Problem solver with keen attention to detail, curious.
• Excellent written and verbal communication skills
• Must have commercial awareness
• Thrives in a multi-tasking environment
• Strong level of expertise in Microsoft Office Suite of tools, and Salesforce.com applications
• Ability to understand broader business and financial issues and juggle multiple projects and tasks
• Ability to work independently and excel in a fast-growing/fast-paced environment delivering accuracy
• Must be able to work in a team environment, be self-motivated, mature, well-organized and extremely detail-oriented

Qualifications: BA in Supply Chain Management with 3 years of Experience

• Experience with medical/retail claims and Managed care data 
• A seasoned, experienced professional with a full understanding of the area of specialization, resolves a wide range of issues in creative ways.
• Demonstrates further technical development and a track record of project success.
• Demonstrates an ability to coordinate multiple projects simultaneously.
• The ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• The ability to network with senior internal and external colleagues in their areas of expertise.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Be willing to ask questions and challenge the status quo
• The ability to work in a fast-paced environment with autonomy
• Have an interest in aviation and working for a dynamic and challenging team

Qualifications: BA in Business Administration with 5 years of Experience

• Working experience in a customer or client-facing environment
• A self-starter with a record of exciting achievements
• Have an optimistic outlook to enthusiastically tackle new problems
• Be passionate about both the energy community and the people in it
• Excellent communication and writing skills
• Be comfortable with numbers and learning new technology
• Relish the idea of self-learning and personal development
• Proficient in MS Office suite, especially MS Excel
• Keen to learn and develop with the business in an ever-changing environment
• Be proficient in Spanish

Qualifications: BA in Logistics and Supply Chain with 1 year of Experience

• Strong academic record - A business background
• Experience in Customer Operations, Customer Support/Success, and/or Finance
• Strong time management and organizational skills to manage multiple projects simultaneously.
• Self-driven, ability to work independently and manage deadlines at a fast pace.
• Ability to communicate effectively, within the team and with our stakeholders
• Industry experience in B2B, HCM and/or SaaS technology
• Extremely detail-oriented to support accurate financial reporting
• Positive attitude with a drive and ability to learn quickly, with a curiosity about the data & processes
• Superior Excel skills to be able to build reports and maintain existing reports, including troubleshooting issues on a report built by someone else
• Advanced skills in a combination of SQL Server Management Studio, Visual Studio, NetSuite, SFDC, Einstein, PowerBI (or other data visualization tool), Financial Force

Qualifications: BA in Operations Management with 8 years of Experience