IFCO BilingualCustomer Operations Analyst
The Bilingual (Spanish) Customer Operations Analyst is the front-line communicator, serving as a link between all internal departments and our customers to ensure world-class customer service and proactive asset management.
Major/Key Accountabilities
Customer Service Excellence 40%
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Develop deep relationships with key customers by gaining a comprehensive
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understanding of the customer, their business needs and trends to evaluate customers
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packing needs, anticipating and managing orders, identifying opportunities to improve
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service, and improve asset (crate) turns
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Proactively manage customer orders and make recommendations as needed based on
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inventory availability and transportation capabilities
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Provide customers with strong product knowledge and specifications.
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Collaborate with sourcing, asset management, transportation, finance, warehousing
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operations, sales, and service centers to resolve issues regarding quality, complaints,
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returns, billing and overall service and ensure customer receives prompt resolution
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Resolve service failures, manage ETA/PO schedule and help implement processes for
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continual improvement
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Ensure customer receives proper IFCO on-boarding information regarding order
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process, reporting, label compliance, billing and returns
Reporting & Analysis 20%
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Create presentations for quarterly business reviews and present information to
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customers
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Maintain daily/monthly and ad hoc reporting requirements
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Accurately maintain customer database and special instructions
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Act as Subject Matter Expert in IFCO reporting systems, EDI, MyIFCO, processes and
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environments
Customer Reconciliation 40%
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Develop the annual audit plan considering contractual requirement and cyclical
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coverage to include weekly and monthly inventory reconciliation, planning & executing
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annual audit, analysis of audit outcome, post audit review, adjustments, and corrective
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actions needed.
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Complete ad-hoc analysis as required
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Coordinates all stock audits scheduling with third parties and customers
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Collaborate with Sales to establish business case to support in strategic decisions
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associated with extended hire and lost equipment write-offs and/or billing
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Manage the reporting hold process to ensure timely & accurate customer reporting
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practices
Measures
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Flow Through Ratio
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Days on Hand
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Timely and accurate customer reporting and compliance
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Audit and account reconciliation closure
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Customer Inventory levels, excessive errors, returns and complaints.
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Development and fostering of productive relationships, both internally and externally
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Accurate and timely communications and follow-up
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Customer, Sales and peer feedback
Challenges
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Dealing with shifts in priorities based on immediate business requirements
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Time management
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Ambiguity
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Customer cooperation and compliance
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Working across North American time zones
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Occurrence of off-shift hours in order to accommodate West Coast clientele and sales
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reps and periodic coverage for the Customer Service Emergency Services program
Key contacts
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Internal: Pooling, Transportation, Finance, Asset Management, Warehousing Operations, Sales,
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and Service Centers
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External: RPC customers, Transportation Brokers, 3rd Party Audit providers (i.e. WIS)
Qualifications
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Bachelor’s degree preferred
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Strong Excel skills required; Power Bi experience preferred
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SAP experience preferred
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Experience
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Minimum 3 years of customer service experience required
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Knowledge of logistics, inventory, customer service, and transportation
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Experience in process development
Skills and Knowledge
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Strong written and verbal communication skills
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Knowledge of domestic geography
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Ability to work well in a team environment
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Analytical and problem-solving skills
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Proven planning and organizational skills with the ability to handle multiple priorities
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with time sensitive deadlines
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Computer literacy required, including proficiency in standard business applications
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included in Microsoft Office Suite
Languages
Required: Proficiency in spoken and written Spanish, with the ability to communicate effectively in a professional environment and comprehend complex information in the language.
All interested applicants please apply at: https://ifcosystems.wd3.myworkdayjobs.com/WorkingatIFCO/job/USA-FL-Tampa-Office-IFCO-RPC-600/Customer-Operations-Analyst_JR00001535