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.

Responsibility
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
• BA degree preferred
• 2-3 years of experience in Administration of Supply Chain or equivalent experience
• 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)
• 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

USA - Culver City - Studio Lot - CA01

Jobcode: Reference SBJ-gmxpwv-18-118-200-136-42 in your application.