Samsung Customer Operations Analyst

Customer Operations Analyst

2020 Companies seeks a full-time Customer Operations Analyst to represent our client, Samsung Electronics America.

Pay: $30 per hour

Location: Based in Plano, TX

The Customer Operations Analyst supports customer service, supply chain, warehouse, and order management operations by analyzing data, monitoring KPIs, and identifying opportunities to improve operational performance and customer satisfaction. This role uses advanced Microsoft Excel, SAP, WMS, and other business systems to analyze sales orders, inventory, parts availability, delivery schedules, and customer data while identifying operational risks and developing solutions to resolve issues. The Customer Operations Analyst partners with warehouse teams, Key Account Managers, Parts Warehouse, and other cross-functional stakeholders to manage customer accounts, coordinate shipments and RMAs, resolve customer issues and claims, and improve service delivery. The ideal candidate has experience in customer operations, supply chain, logistics, order management, or business analysis and brings strong analytical, problem-solving, communication, and data management skills.

What We Offer:

• Paid weekly
• Next-day pay on demand with DailyPay
• Eligible for medical, dental, and vision benefits
• Eligible for 401k with company matching
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Paid Time Off
• Paid Holidays

Job Description:

Responsibilities

• Collaborate with warehouse managers/supervisors to ensure informational accuracy and integrity and present the data to operational leadership for decision-making
• Monitor and analyze key performance indicators (KPI) to evaluate the success of the operation
• Plan and implement processes to make sure corrective actions are resolved
• Analyze customer purchase behavior and feedback to enhance service and strengthen relationships
• Collaborate with key account managers to resolve customer issue/problem and expand existing relationships
• Identify sales solutions based on customer pain points and market research
• Maintain close contact with stakeholders to manage key accounts and ensure alignment with customer expectations.
• Evaluate operational risks affecting delivery timelines or service quality
• Create DO (Delivery Order) based on parts availability and/or allocation against customer Sales Orders
• Work with Parts Warehouse to align with customers' needs, in regard to shipment schedules, RMA processing, customer claims, etc.
• Evaluate operational risks affecting delivery timelines or service quality

Minimum Qualifications

• Bachelor's Degree in Business, Supply Chain, or equivalent experience
• Minimum 2 years of Customer Support or Supply Chain experience
• Excellent quantitative and analytical skills, with high attention to detail and accuracy
• Experience with SAP and WMS, or similar business systems and/or sales order management software applications
• Advanced experience in Microsoft Excel (Pivot tables, VLOOKUPs, Formulas, etc.) and other Microsoft Office products

Preferred Qualifications

• Experience in advanced Excel proficiency
• Experience in High tech, Telecom, or Consumer Electronics industry

What You Can Expect From 2020 Companies We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that's paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you. 2020's Commitment We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.