Customer Operations Analyst

Major/Key Accountabilities

Customer Service Excellence 40%

• Develop deep relationships with key customers by gaining a comprehensive
• understanding of the customer, their business needs and trends to evaluate customers
• packing needs, anticipating and managing orders, identifying opportunities to improve
• service, and improve asset (crate) turns
• Proactively manage customer orders and make recommendations as needed based on
• inventory availability and transportation capabilities
• Provide customers with strong product knowledge and specifications.
• Collaborate with sourcing, asset management, transportation, finance, warehousing
• operations, sales, and service centers to resolve issues regarding quality, complaints,
• returns, billing and overall service and ensure customer receives prompt resolution
• Resolve service failures, manage ETA/PO schedule and help implement processes for
• continual improvement
• Ensure customer receives proper IFCO on-boarding information regarding order
• process, reporting, label compliance, billing and returns

Reporting & Analysis 20%

• Create presentations for quarterly business reviews and present information to
• customers
• Maintain daily/monthly and ad hoc reporting requirements
• Accurately maintain customer database and special instructions
• Act as Subject Matter Expert in IFCO reporting systems, EDI, MyIFCO, processes and
• environments

Customer Reconciliation 40%

• Develop the annual audit plan considering contractual requirement and cyclical
• coverage to include weekly and monthly inventory reconciliation, planning & executing
• annual audit, analysis of audit outcome, post audit review, adjustments, and corrective
• actions needed.
• Complete ad-hoc analysis as required
• Coordinates all stock audits scheduling with third parties and customers
• Collaborate with Sales to establish business case to support in strategic decisions
• associated with extended hire and lost equipment write-offs and/or billing
• Manage the reporting hold process to ensure timely & accurate customer reporting
• practices

Measures

• Flow Through Ratio
• Days on Hand
• Timely and accurate customer reporting and compliance
• Audit and account reconciliation closure
• Customer Inventory levels, excessive errors, returns and complaints.
• Development and fostering of productive relationships, both internally and externally
• Accurate and timely communications and follow-up
• Customer, Sales and peer feedback

Challenges

• Dealing with shifts in priorities based on immediate business requirements
• Time management
• Ambiguity
• Customer cooperation and compliance
• Working across North American time zones
• Occurrence of off-shift hours in order to accommodate West Coast clientele and sales
• reps and periodic coverage for the Customer Service Emergency Services program

Key contacts

• Internal: Pooling, Transportation, Finance, Asset Management, Warehousing Operations, Sales,
• and Service Centers
• External: RPC customers, Transportation Brokers, 3rd Party Audit providers (i.e. WIS)

Qualifications

• Bachelor’s degree preferred
• Strong Excel skills required; Power Bi experience preferred
• SAP experience preferred
• Experience
• Minimum 3 years of customer service experience required
• Knowledge of logistics, inventory, customer service, and transportation
• Experience in process development

Skills and Knowledge

• Strong written and verbal communication skills
• Knowledge of domestic geography
• Ability to work well in a team environment
• Analytical and problem-solving skills
• Proven planning and organizational skills with the ability to handle multiple priorities
• with time sensitive deadlines
• Computer literacy required, including proficiency in standard business applications
• included in Microsoft Office Suite

Languages

Required: Proficiency in spoken and written Spanish, with the ability to communicate effectively in a professional environment and comprehend complex information in the language.

All interested applicants please apply at: https://ifcosystems.wd3.myworkdayjobs.com/WorkingatIFCO/job/USA---FL---Tampa-Office---IFCO-RPC---600/Customer-Operations-Analyst_JR00001535