Customer Operations Analyst

POSITION PURPOSE: Provide comprehensive operational analysis, data extraction, preparation, master data entry, and operational reporting support to the Customer Operations team. Develop, maintain, and validate reports to monitor operational performance, identify trends, and improve internal and external KPIs. Analyze business processes to identify inefficiencies, recommend improvements, and streamline operations. Review and validate customer compliance deductions, investigate root causes, and support corrective actions to reduce fines and prevent recurrence. Leverage knowledge of order-to-cash, EDI, supply chain, and logistics processes to improve data accuracy, operational efficiency, and overall business performance

DUTIES, TASKS AND RESPONSIBILITIES

• Comprehensive Operations Analysis & Process Improvement:
  • Extract, prepare, and analyze data from internal systems and external customer portals to evaluate operational performance and identify trends.
  • Collaborate with Sales, Customer Operations, Supply Chain, and other cross-functional teams to investigate performance gaps and recommend corrective actions.
  • Analyze existing business processes to identify inefficiencies, streamline workflows, improve data accuracy, and support continuous improvement initiatives.
  • Develop and maintain documentation, standard operating procedures (SOPs), and training materials to support process consistency and operational efficiency.

• Compliance Validation & Deduction Management:
  • Review and validate customer compliance deductions to determine accuracy, legitimacy, and opportunities for dispute.
  • Investigate compliance violations and perform root cause analysis to identify recurring issues and recommend preventive actions.
  • Prepare, submit, and track customer compliance disputes, ensuring accurate supporting documentation, timely resolution, and identification of recurring deduction issues.
  • Analyze compliance deduction trends to identify opportunities to reduce financial exposure and improve customer performance.
  • Coordinate with internal departments and external customers to research discrepancies, gather supporting documentation, and resolve disputes.
  • Monitor customer compliance program requirements and communicate changes to applicable departments.
  • Identify opportunities for proactive dispute resolution related to weather impacts, minimum order quantities (MOQ), forecasting discrepancies, and other operational exceptions.

• Report Creation & Maintenance:
  • Develop, maintain, and enhance operational reports and dashboards to monitor business performance and support management decision-making.
  • Extract, consolidate, cleanse, and prepare data from multiple sources to ensure reporting accuracy, completeness, and consistency.
  • Validate report calculations, data integrity, and KPI measurements to ensure reliable performance reporting.
  • Identify reporting gaps and recommend enhancements, automation opportunities, and improved data visualization.
  • Maintain reporting documentation and standardized processes to ensure consistency and continuity.

• Master Data Entry & Maintenance:
  • Create, update, and maintain master data records in applicable systems to support accurate order processing and operational reporting.
  • Review master data requests for accuracy, completeness, and compliance with established data standards and business requirements.
  • Identify and correct master data discrepancies that impact the business.
  • Collaborate with internal departments to research and resolve master data issues and ensure timely completion of requests.
  • Perform routine data validation and quality checks to maintain data integrity and consistency across systems.
  • Identify recurring data entry errors and recommend process improvements, documentation updates, and training opportunities to prevent future issues.

SKILLS, KNOWLEDGE, AND ABILITIES:

• Bachelor’s degree in Business, Supply Chain, Data Analytics, or related field preferred; equivalent experience considered.

• 3+ years of experience in customer operations, order management, supply chain, or analytics, including 1+ year developing and validating reports and dashboards.

• Intermediate to advanced Excel skills; experience with Power BI, Tableau, SAP, or similar reporting and ERP systems preferred.

• Experience extracting, validating, and analyzing large datasets; master data management and customer compliance dispute resolution preferred.

• Knowledge of order-to-cash, EDI, customer portals, supply chain, and logistics preferred.

• Strong analytical, problem-solving, and root cause analysis skills, with a focus on data accuracy and process improvement.

• Excellent communication, organization, and time management skills, with the ability to manage priorities and present findings to cross-functional teams.

• Ability to develop SOPs and process documentation, work independently, collaborate across departments, and adapt to new systems and processes.

• Demonstrates initiative, accountability, sound judgment, professionalism, and a commitment to continuous improvement and customer service.

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World’s brands include a full line of PEAK® Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF® Diesel Exhaust Fluid and Equipment; FINAL CHARGE® PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge® SCA Precharged Heavy Duty Coolant and Thermal Charge® Heat Transfer Fluid.