Customer Relationship & Operations Analyst

Position Overview

We are seeking a Customer Operations Analyst to support key B2B customer relationships while driving data‑driven insights and process improvements in our manufacturing and distribution environment.

This hybrid role combines hands‑on customer account management with analytical and project‑based work. The Customer Operations Analyst serves as the operational quarterback for assigned customer accounts while also leading initiatives related to reporting, data analysis, workflow improvement, and operational efficiency.

Unlike a traditional customer service role, this position requires strong analytical skills, advanced Excel capabilities, and experience using AI tools to improve productivity and decision‑making. The ideal candidate thrives at the intersection of customer service, data, and operations.

Key Responsibilities

Customer Account Management (50%)

• Serve as the primary point of contact for assigned B2B customer accounts
• Build strong working relationships through consistent communication and reliability
• Conduct regular check‑ins with customers to provide updates and address needs
• Review customer contracts and pricing agreements to ensure accurate order entry
• Enter and manage sales orders within the ERP system
• Send order acknowledgments and confirm order accuracy with customers

Analytical, Project‑Based Work & Cross‑Functional Problem Solving (50%)

• Create and maintain customer performance reports, KPI dashboards, and operational metrics using advanced Excel tools (pivot tables, Power Query, macros, dashboards)
• Analyze order trends, customer behavior, and operational data to identify risks, inefficiencies, and improvement opportunities
• Lead or support process improvement initiatives that streamline workflows, reduce errors, and improve customer experience
• Build and maintain Excel‑based tools and dashboards to support internal decision‑making
• Leverage AI tools to automate tasks, enhance data analysis, and improve internal and customer‑facing workflows
• Work closely with sales, procurement, operations, and shipping teams to ensure smooth order fulfillment
• Monitor order status and proactively communicate updates or delays to customers
• Coordinate across departments to resolve order, delivery, pricing, or availability challenges
• Investigate recurring issues, identify root causes, and implement long‑term solutions
• Present data‑driven insights and recommendations to leadership and cross‑functional teams

This Role Is Ideal For Someone Who

• Has strong B2B customer service experience and enjoys managing customer relationships
• Is highly analytical and comfortable working with data, systems, and reporting tools
• Has advanced Excel skills and enjoys building dashboards, reports, and automated tools
• Likes taking ownership of projects that fall outside traditional customer service work
• Enjoys solving operational problems and coordinating across departments
• Is comfortable using technology and AI tools to improve efficiency
• Wants to play a meaningful role in improving how the business serves its customers

Qualifications

Required

• 3–7 years of experience in B2B customer service, account management, inside sales, or order management
• Advanced Excel skills, including pivot tables, Power Query, macros, and dashboards
• Strong analytical and problem‑solving skills
• Experience working with ERP systems (Epicor experience is a plus)
• Strong communication and relationship‑building skills
• Excellent organizational and time management abilities
• Ability to manage multiple customer accounts and projects simultaneously

Preferred

• Experience using AI tools to improve workflows or reporting
• Experience with process improvement or project‑based work
• Manufacturing or industrial distribution experience
• Familiarity with Power BI or other data visualization tools