Order Resolution Analyst

Summary:

The Order Resolution Analyst plays a critical role in proactively identifying, analyzing, and resolving order-related issues to ensure exceptional customer satisfaction. This role serves as a primary liaison between Member Services, operations, and other internal teams to address discrepancies, provide timely updates, and implement corrective measures that enhance the order fulfillment process.

Essential Functions:

Order Analysis & Monitoring

• Regularly monitor the status of incoming orders through order and warehouse management systems to ensure timely and accurate processing.
• Review order queues and exception reports to identify discrepancies or potential delays.

Customer & Member Service Support

• Serve as a point of contact to provide timely updates on order status, product availability, and resolution timelines to Member Services teams.
• Coordinate internally to ensure customer concerns are addressed promptly, escalating issues to technical support or leadership as needed.

Issue Resolution & Root Cause Identification

• Collaborate with cross-functional teams to resolve order discrepancies, ensuring customer satisfaction.
• Conduct root cause analysis on recurring order problems and document findings to drive long-term improvements.
• Help implement industry best practices to minimize repeat issues.

Documentation & Reporting

• Maintain detailed records of order issues, corrective actions, and outcomes.
• Assist in preparing reports that highlight trends, common problems, and recommended improvements.

Skills & Qualifications:

• Strong analytical and problem-solving skills with a data-driven mindset.
• Excellent organizational skills with acute attention to detail and accuracy.
• Effective verbal and written communication skills for coordinating across internal teams and documenting findings.
• Working knowledge of order processing and inventory systems such as Skava, BSI, JDE, WMS.
• Proficient in Microsoft Office Suite, especially Excel for tracking and analyzing data.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Customer service orientation with a proactive approach to resolving concerns.

Required Education and Experience:

• Bachelor’s degree preferred; or an equivalent combination of education and relevant experience.
• Minimum of 3–5 years of experience in order management, inventory control, fulfillment, or a similar role in a warehouse or distribution setting.
• A combination of education and experience may meet these requirements.

Preferred Education and Experience:

• Experience with Lean, Six Sigma, or other continuous improvement methodologies.
• Familiarity with ticketing or case management systems for order resolution.

Supervisory Responsibility:

This job does/does not have supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, and photocopiers. The noise level in the work environment is usually moderate. Essential oils are worn and/or diffused in the work environment.

Position Type/Expected Hours of Work:

This position requires the incumbent to be physically present at the assigned worksite. The regular schedule is from 8 a.m. to 5 p.m., with an hour lunch, Monday through Friday. Occasional evening and weekend work may be required as job duties demand. Employees are also expected to work at least one non-convention farm event a year and to work at the annual company convention.

Exact hour requirements can be reasonably modified as necessary for the business needs by the employee’s manager.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities of this job include close vision and the ability to adjust focus. The employee is required to type, file, and occasionally lift office supplies up to 20 pounds. The employee must be physically able to tolerate the scent of essential oils worn or diffused.

Safety-Sensitive Position Notice:

This position is classified as safety-sensitive, meaning that it involves duties where job performance can significantly affect the safety and health of employees, customers, or the public. As a result, candidates for this role may be subject to pre-employment and ongoing drug and alcohol testing, background checks, and other compliance requirements in accordance with company policy and applicable laws. These positions may require the use of Personal Protective Equipment (PPE) and the completion of mandatory safety trainings. Ensuring a safe work environment is a top priority, and adherence to all safety protocols and regulations is mandatory.

Equal Employment Opportunity:

Young Living is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran status and will not be discriminated against on the basis of disability.

Sponsorship:

Young Living does not provide visa sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Note:

This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.