Customer Service Analyst

This is a Full Time Job

Description
The Customer Service Analyst will manage daily sales order processing and communication with the distribution center, internal cross-functional teams, and to our larger retail customers. Initial focus will be on servicing our Amazon account. In addition, the role will be responsible for gathering and analyzing data, observations and trends and reports to present a clear picture of the customers account and ways to improve it.

Job Functions:

Customer Service Analyst Responsibilities:

Order Management & Customer Service
• Enter or process orders received via EDI into the order management system
• Analyze orders and develop optimal load plans to ship product to key accounts, example: to multiple Amazon Fulfillment Centers
• Ensure order fulfilment on time and follow up to ensure successful delivery
• Assist with queries originating within Manufacturing and Distribution Centers in relation to orders, deliveries, product information and release dates
• Provide customer service coverage over telephone and email
• Manage aspects of the returns administration process for key accounts
• Process system changes to master data related to key accounts
• Liaise with 3PL’s and operational team members
• Provide back up support to other team members in the Customer Service Department

Data Analytics
• Collect and analyze data from supply chain systems and data warehouses, prepare reports as needed to facilitate and recommend actions to ensure optimal performance for key accounts responsible for
• Analyze customer order trends and identify opportunities to improve operational efficiencies and reduce cost -to -serve
• Focus on continuous improvement, consistently look for ways to improve current processes, procedures, and methodologies in an effort to reduce cost, improve efficiency, and increase the in-stock rate
• Performs special projects and ad hoc analysis as requested by management

Other
• Take ownership of personal performance targets and KPIs, results and continuous improvement
• Generate weekly, monthly or ad hoc reporting and data modeling on key metrics, trends, and costs to be shared with Supply Chain Management as required
• Strong team player and collaborate well within the Customer Service team and with other UMG Operations Teams to improve end to end business processes

Job Requirements:

Skills/Abilities:

Analytical Skills
• Strong analytical and math skills, including gathering data, analyzing data using tools like Excel to turn data into accurate & concise management summaries with recommendations and action plans
• Demonstrated ability to analyze data and trends, make educated conclusions based upon data, prioritize and execute transactions driving real results
• Is resourceful and can figure out how to get things done
• Attention to detail & accuracy

Time Management Skills
• Manages timelines; deals effectively with pressure
• Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards of day to day process requirements
• Able to work independently with limited supervision
• Is a highly detail oriented individual

Communication Skills
• Good communication skills, both written and oral
• Expresses written ideas, thoughts, facts, and recommendations in a clear, convincing, and organized way
• Ability to effectively relate to and communicate with people at all levels of the organization, including supply chain partners

Other Necessary Skills & Key Attributes
• Takes initiative and seeks increased responsibilities
• General understanding of sales order management, including logistics and general warehouse operations
• Positive attitude and team player
• Problem solving and decision-making skills
• Strong working knowledge of Microsoft Office applications (Access, Excel,PowerPoint, Visio, etc.)

Languages
• Required: English
• Any other language is an asset

Experience:
• 1-2 years’ experience and proven, positive track record in an analyst role, and demonstrated proficiency with reporting and analytic tools
• A minimum of 1-2 years of experience in a customer facing role
• Any experience with Amazon Vendor Central will be beneficial
• Basic transportation knowledge needed to build and plan loads for delivery to Amazon Fulfillment Centers

Education:

• Bachelor’s Degree preferred

Universal Music Group is an Equal Opportunity Employer.

Disclaimer

This job description only provides an overview of job responsibilities that are subject to change.