Customer Operations Analyst

Location: Lisle, IL

Department: Customer Operations

Reports to: Director, Continuous Improvement & Programs

Position Summary:

The Customer Operations Analyst supports acquisition and customer integration analytics, including customer and ship-to-mapping, pricing readiness, item cross-reference validation, EDI readiness, fulfillment transition analysis, and leadership reporting. this role requires strong analytical skills, collaboration, and the ability to turn complex data into insights that improve service, reduce risk, and support scalable growth.

This position also supports data-driven visibility and process improvement across the customer order lifecycle, from order capture through fulfilment, invoicing, credits, and deductions. This role partners with the IT Data Analytics team to develop and refine the enterprise Order to Cash data model, enabling accurate reporting on order status, customer performance, fulfillment execution, and process exceptions.

Key Responsibilities:

Acquisition & Customer Integration Analytics

• Support analytics and project coordination for acquisitions, customer transitions, ERP migrations, and shipping-point changes.
• Analyze legacy customer, item, order, pricing, ship-to, invoice, and EDI data to support integration planning.

Order to Cash Analytics & Process Visibility

• Analyze data across the Order to Cash process, including order capture, customer setup, pricing, inventory availability, allocation, fulfillment, shipment, invoicing, returns, credits, deductions, and collections.
• Identify process bottlenecks, order exceptions, service failures, data issues, and root causes impacting customer experience or operational efficiency.
• Develop reporting that provides visibility to order status by customer, account, ship-to, item, warehouse, carrier, and fulfillment path.
• Support root cause analysis for recurring O2C issues and recommend corrective actions.
• Partner with IT Data Analytics team and Master Data to define, develop, validate, and refine the enterprise Order to Cash data model.
• Validate relationships between systems including ERP, WMS, TMS, EDI platforms, customer portals, and reporting environments.
• Help define business rules for order status logic, exception categories.

Dashboarding, Reporting, & KPI Development

• Develop and maintain dashboards and reports for O2C performance, customer integration, order visibility, and operational readiness.
• Support the implementation of new technologies, reporting tools, and workflow automation capabilities.
• Develop and maintain dashboards and reports to drive customer operations productivity.

Cross-Functional Business Support

• Collaborate with Sales, Master Data, Customer Service, Operations, Finance, IT, Data Analytics, Supply Chain, and EDI teams.
• Support process improvement initiatives that reduce manual work, eliminate rework, and improve customer service.
• Assist with documenting current-state and future-state O2C processes.

Financial Benefits

• Customer execution of committed Thrasher project or $13.3M benefit
• Order to Cash (OTC) Savings of $140K (or 1% of T12M $14M) total Fines and Fees