Analyst, Customer Operations

Job Description

Analyst, Customer Operations

The Customer Operations Analyst position is responsible for operational support of SPHE's physical retail accounts – both VMI and Direct business models. The Analyst will monitor operational KPIs, retail inventory positioning, forecast accuracy, returns rate and effects of planogram changes as suggested by the retailer and/or internal SPHE departments. All activities will support organizational and commercial goals including increased revenue, decreased costs, improved customer service, and increase optimization to the supply chain.

Core Responsibilities
Operational Account Management
• Ensure top operational and financial performance for assigned account(s)
• Daily monitoring of operational Key Performance Indicators (KPIs) including POS, in-stock %, weeks of supply, returns rate, product/freight cost per unit, and quality rate
• Review and suggest forecast model changes based on demand patterns, anticipated events, seasonality and retail changes
• Develop and monitor initial ship, replenishment and returns plans for New Release and Catalog product
• Identify and monitor account trends/optimization based on title/store/fixture/SKU performance
• Maintain store traits (fixture/space allocation) and store volume clusters based on historical POS, ship and returns data
• Coordinate with 3rd party merchandiser on store-level execution activities
• Develop in-depth understanding of the account's operational processes and document as part of department process flows and account profiles
• Continually seeks opportunities to increase internal partner and external customer satisfaction

Sales Order Traffic
• Track and monitor sales order-related activities to ensure on-time delivery to retail (order, ship, delivery)
• Generate/publish reports
• Review for exceptions outside of SLA
• Further research/follow up on exceptions as needed
• Validate data integrity and ensure consistency of data flow across multiple internal and vendor systems (EDI and other business feeds)

Ad Hoc Tasks, Reporting & Analysis
• Prepare summaries for sales management, operations, and account presentations
• Other operational account support as identified
• Supports testing for process and system implementations

Job Requirements

Preferred Education: Bachelor of Arts or Science

Possesses understanding of:
• VMI business metrics and best practices
• Supply chain and inventory management
• Business software (vendor management software/systems, ERP systems, Excel, Tableau, Visio, Business Objects)

Preferred Years of Experience: 2-3 years of administration of supply chain or equivalent experience

Specialized knowledge and Required Skills:
• Exceptional interpersonal capabilities and excellent verbal and written communication skills
• Understands the business issues and data challenges of the organization and industry
• Well-organized, detail-oriented, problem solver, energetic, independent and responsive to feedback
• Strong follow-up and issue resolution with internal teams and external vendors
• Ability to thrive, multi-task, and prioritize in a fast-paced environment

*As part of our commitment to health and safety, SPE requires all US non-union applicants and employees to submit proof of vaccination against COVID-19 or to request and obtain approval of a reasonable accommodation based on disability or a sincerely held religious belief, practice or observance. To request an accommodation for purposes of participating in the hiring process, you may contact us at SPE_Accommodation_Assistance@spe.sony.com.
* Sony Pictures - CA - Culver City Area & Studios

Jobcode: Reference SBJ-g3yz85-3-144-172-115-42 in your application.