Customer Operations Analyst - Bilingual English/Spanish
IFCO SYSTEMS US, LLC
409 reviews
Tampa, FL 33607
IFCO SYSTEMS US, LLC
409 reviews
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Do you enjoy working with data as well as working with customers? This is a great opportunity to learn our business and grow your career with us!
POSITION SUMMARY
Front-line liaison between all internal departments and customers to ensure world-class customer service.
KEY RESPONSIBILITIES
Customer Service Excellence
• Proactively manage customer orders
• Provide customers with strong product knowledge and specifications.
• Develop deep relationships with key customers to evaluate customers packing needs, anticipating and managing orders, identifying opportunities to improve service and improve crate logistics cycle.
• Collaborate with internal departments and operation centers to resolve service, billing and quality within timely manner.
• Ensure customer receives proper transition from sales regarding on-boarding information that includes online ordering process, reporting, label compliance, billing and returns.
Reporting & Analysis
• Accurately maintain customer data base and special instructions.
• Reporting: create and establish forecast, recognize trends and impact to forecast for assigned customers using various software platforms. Develop ad hoc reports as needed
• Work closely with assigned customers to improve delivery, inventory performance
Customer Reconciliation
• Develop the annual audit plan for assigned regions to include: weekly and monthly inventory reconciliation, planning & executing annual audit, analysis of audit outcome, post audit review, adjustments, and corrective actions needed.
• Coordinates all stock audits scheduling with third parties and customers
• Collaborate with Sales to establish business case to support in strategic decisions associated with lost equipment write-offs and/or billing.
EXPERIENCE & QUALIFICATIONS
• Minimum 3 years of customer service experience required
• Knowledge of logistics, inventory, customer service, and transportation
• Experience in process development and improvement very helpful
• Bachelor’s degree or commensurate related work experience
SKILLS AND KNOWLEDGE
• Strong written and verbal communication skills (Fluency in bilingual English/Spanish required)
• Ability to work well in a team environment
• Analytical and problem-solving skills while enjoying speaking with customers on various topics about their accounts
• Proven planning and organizational skills with the ability to handle multiple priorities with time sensitive deadlines
• Proficiency in Microsoft Office Suite and ability to learn other technology. Strong Excel skills required.
• Ability to manage data as well as being comfortable with speaking directly with customers and internal teams
IFCO offers a competitive benefits package with new hire benefits starting on the 1st of the month after 30 days of employment , paid time off, generous 401 (k) match, annual bonus potential and merit increases, fun team environment, casual dress, (including flip flops and shorts Friday!) and appreciation for work/life balance.
e-Verify and Equal Opportunity Employer