Customer Service Analyst

Job Description

The specific group is responsible for managing the end to end Supply Chain to set up, manufacture and distribute time-sensitive media product to a very demanding retail and consumer market.

The Customer Service Analyst will manage daily sales order processing and communication with the distribution center and internal cross-functional teams for our mid-size retail customers. In addition, the role will be responsible for managing special projects in the warehouse, gathering and analyzing data, observations and trends and reports to present a clear picture of the customers’ accounts and ways to improve it. The initial focus for the Customer Service Analyst will be to manage the customers requiring value-added-services with cross-training in other areas of the business.

How you’ll CREATE:

Customer Service Analyst Responsibilities:
Order Management
• Enter or process orders received via EDI or email into the order management system
• Ensure order on-time fulfillment and follow up to ensure successful delivery
• Provide customer service coverage over telephone and email
• Assist with queries originating within Manufacturing and Distribution Centers in relation to orders, deliveries, product information and release dates
• Manage aspects of the return’s administration process for key accounts
• Liaise with 3PL Service Providers and operational team members
• Provide back up support to other team members in the Customer Service Department

Value-Added Service Management
• Review sales orders, determine customer requirements, gather appropriate pricing for added services, and prepare work orders for the distribution center
• Gather requirements and cost, communicate project details, and manage completion with the warehouse on non-compliant product reword, labeling, kitting and final assembly, as well as product inspection and compliance activities
• Analyze customer order behavior 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, and improve efficiency
• Performs special projects and ad hoc analysis as requested by management
Other
• Take ownership of KPIs, results and continuous improvement as well as personal performance targets
• Generate weekly, monthly or ad hoc reporting and data modeling on key metrics, trends, and costs to be shared with Supply Chain Management
• Strong team player and collaborate well within the Customer Service team and with other UMG Operations Teams to improve end to end business processes

Bring your VIBE:
• 1-2 years’ experience and proven, positive track record in an order management role with value-added service requirements (kitting, final assembly, product re-work, and special labeling)
• A minimum of 1-2 years of experience in a customer-facing role
• Any experience with Retailers such as Urban Outfitters or Cracker Barrel, is beneficial
• 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
• Knows how or where to obtain information; is resourceful
• 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
• 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
• 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.)
• Bachelor’s Degree preferred

Perks Playlist:
• Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
• Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
• Student Loan Repayment Assistance
• Employee Developmental Support
• Annual Gym Reimbursement Package
• Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer

Jobcode: Reference SBJ-d866oq-3-133-121-160-42 in your application.