Customer Operations Analyst

Schedule: M-F, 8:00am - 5:00pm CST
Incentive eligible: No
Position Overview
The Customer Operations Analyst works closely with customers and internal teams to align expectations with operational performance. This role is responsible for identifying and implementing opportunities to improve service and reduce costs. The Analyst manages the execution of customer promotions and major events, provides detailed reporting and insights, and ensures service levels meet or exceed requirements.

Essential Job Duties & Responsibilities

Customer & Service Analysis

Identify and recommend improvements to service processes, leveraging data and customer feedback to optimize delivery into consignee and customer locations.

Analyze carrier and consignee performance, volume spikes, and other KPIs using standard CJ Logistics reporting tools.

Respond promptly to customer requests for information and support.

Project & Event Management

Oversee execution of customer promotions, major events, and new initiatives to ensure all requirements are met.

Facilitate regular customer meetings, prepare and update action item registers, and track progress on commitments.

Collaboration & Communication

Partner with CJL warehouse and customer manufacturing teams to ensure proper support for volume and service expectations.

Support internal communication and alignment on customer expectations, providing timely updates and status reports.

Maintain strong relationships with both internal teams and external customers.

Reporting & Documentation

Provide accurate and actionable reports to internal and external stakeholders, including analysis of performance metrics and operational impacts.

Support customer invoicing processes, ensuring timely and accurate billing in accordance with contractual obligations.

Continuous Improvement & Compliance

Stay informed on industry best practices and emerging trends to support ongoing service improvements.

Participate in all required training and professional development.

Perform other related job duties as assigned or required.

Required Qualifications

Bachelor’s Degree in Business, Supply Chain, or a related field is preferred or equivalent relevant experience.

Minimum of 3 years of experience in transportation, logistics, or a service-related position.

Strong proficiency in Microsoft Excel; experience with other Microsoft Office applications.

Strong analytical, organizational, and time-management skills.

Excellent verbal and written communication abilities.

Demonstrated problem-solving skills and the ability to work both independently and in a team environment.

Preferred Qualifications

Experience with TMS (Transportation Management Systems).

Previous warehouse management systems experience (WMS, JDA, SAP, Oracle, etc.).

Experience in a fast-paced logistics or supply chain environment.

Physical Requirements

This is largely a sedentary role requiring the physical ability to:

Sit for prolonged periods of time at a desk while working on a computer

Use hands and fingers to operate a keyboard, mouse, and telephone

Speak and hear clearly in person, virtually, and over the phone

Occasionally stand, walk, reach, stoop, or lift up to 10 pounds

Work Environment

This position operates in a professional office environment. The role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets, and printers.
The work environment is typically quiet to moderate in noise level and is climate controlled.

Location/Remote Eligibility

This role may be performed on-site only.

Schedule

Flexible hours may be required to support deadlines or cross-functional collaboration.