Operations Analyst

About the Role

The Customer Operations Analyst provides high levels of customer service and support to Century Express customers. This role involves recognizing problems, developing innovative solutions for complex issues, and executing contracted service obligations through operational excellence. The position requires direct client contact to support customer strategic goals and objectives related to NVO operations.

Key Responsibilities

Operations

• Provide operational support for Century Express customers across all logistical services.
• Manage and drive continuous improvement using customer metrics, KPIs, and data to recommend solutions that deliver value in cost, reliability, and speed.
• Analyze customer data to recommend solutions that improve customer experience and reduce costs.
• Ensure continuous improvement of operational processes to support and exceed customer Service Level Agreements (SLA's).
• Communicate quickly and efficiently with customers and internal Century team members regarding issue resolution.
• Provide clear, consistent, and accurate information about customer account requirements to all concerned Century offices in a timely manner.
• Ensure customer SOP's are updated to reflect Century's commitment to operational excellence.
• Utilize knowledge of common customer reported problems and pre-established processes for resolution.
• Employ creative problem-solving for customer supply chain and service issues.
• Ensure compliance by reviewing documents to confirm Century origins are issuing B/L's as per Century Express requirements and reporting/resolving discrepancies.
• Monitor, analyze, and perform quality control on operational deliverables for assigned accounts.

Commercial

• Own assigned account growth and profitability goals.
• Ensure correct and accurate billing by carriers, vendors, and Century Express customers.
• Monitor and resolve issues with P&L ownership.
• Stay updated on industry-related information through reviewing industry updates and materials.

VIZIV Support and Analytics

• Develop solutions and process improvements through system-related tools.
• Analyze and improve customer profitability by reviewing customer rates and underlying costs of service.
• Continually improve knowledge of relevant forwarding technologies to enhance customer experience.
• Leverage Trade Tech and VIZIV functionality and tools for day-to-day account management.

Team Contribution

• Facilitate effective team interaction and collaborate across Century teams, including customer success and origin operations.
• Foster a positive working environment by demonstrating collaboration, teamwork, and quality.

Quality Customer Service

• Conduct job duties with a focus on service and quality, acting as the front line for establishing a superior customer service reputation.
• Assist Century Express in creating the most responsive and customized logistics services available.
• Respond to all inquiries courteously, promptly, and efficiently.
• Proactively identify and resolve problems before they impact the customer.
• Act as a Century advocate internally and externally, projecting a professional image.
• Build and enhance customer relationships by establishing rapport with key account contacts.

Requirements & Tech Stack

• Trade Tech
• VIZIV

Qualifications

• Ability to recognize problems and develop innovative approaches and solutions.
• Ability to analyze customer data and recommend solutions.
• Ability to communicate quickly and efficiently.
• Ability to ensure compliance and resolve discrepancies.
• Ability to monitor, analyze, and perform quality control.
• Ability to drive continuous improvement.
• Ability to foster a positive working environment.
• Ability to build and enhance customer relationships.

Physical Demands and Work Environment: Includes standing, walking, using hands, reaching, sitting for long periods, potential climbing or balancing, stooping or kneeling. Occasional lifting/moving up to 25 pounds. Specific vision abilities required. Work environment is typically a low noise business office.

Reporting anomalies to C-TPAT contacts is required.