Customer Operations Analyst

About This Role

SUMMARY

Under the direction of the Customer Service Manager, handles all facets of their assigned customer accounts including but not limited to, order management, inquiries and issue resolution, commercialization support, and account status across various metrics. Serves as a primary point of contact between the company and customers with exceptional professionalism. Build and strengthen customer relationships to achieve long\-term partnerships.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact between customers and the company, effectively balancing and supporting the needs of both organizations.
• Ensure timely and accurate entry of purchase orders and job orders; collaborate with Planning and Procurement teams to confirm requested delivery dates and verify all order details.
• Lead regular customer meetings with key stakeholders to review all aspects of the account, including accounts receivable, inventory levels, commercialization initiatives, production schedules, and procurement requirements.
• Represent the customer internally to enhance the overall customer experience while ensuring SKBCO commitments and deliverables are achieved.
• Maintain accurate customer account records, documenting all interactions including inquiries, complaints, feedback, actions taken, and deliverables.
• Partner with internal departments and stakeholders to track actions, manage risks, provide updates, and ensure commitments are fulfilled.
• Resolve issues promptly and accurately by identifying root causes, escalating when necessary, and implementing solutions in accordance with company policies and procedures.
• Gather and analyze customer\-related data to identify opportunities for process improvements, revenue and margin growth, and cost reduction; demonstrate initiative and strong problem\-solving skills.
• Prepare high\-quality reports, presentations, and briefs; distribute appropriately and effectively communicate information and respond to questions from stakeholders.

Food Safety \- Quality

Responsible and required to immediately notify management about actual or potential food safety or quality concerns and empowered to internally escalate and support appropriate investigations and resolutions.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills/ Knowledge

Possesses all basic and some advanced skills and knowledge. Has a thorough understanding of the total process flow with knowledge appropriate for the position within assigned functional area. Acquires job skills to perform routine tasks with conscious planning and thoughtful decision making. Impeccable organizational skills with the ability to prioritize responsibilities.

Computer Skills

The ability to work effectively in a Microsoft Windows environment (Word, Excel, PowerPoint, Outlook, and internal software programs), with advanced presentation skills and the ability to create and maintain spreadsheets from basic to complex formulas. Highly proficient with document management.

Education

Associate degree in business preferred with at least 5 years’ related experience or a combination of experience and training. Preference given to those with business administration, customer relations, sales, or similar role.

Work Environment

The work environment is climate\-controlled year\-round. The noise level in the work environment is typical of an office. Visits to the manufacturing floor require GMP compliance, Food Safety, and manufacturing PPE to include steel toed shoes, safety glasses and hearing protection.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee must frequently stand, walk, bend and twist, reach with hands and arms, climb, stoop, and kneel. Regular fingering, grasping, and feeling; requires repetitive movement with frequent use of hands to handle, control, or feel objects, tools or controls and hand\-eye coordination.

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus regularly.