Customer Service Manager / Customer Operations Lead Analyst

The Customer Operations Lead Analyst is responsible for interfacing with the customer to align customer expectations and operational performance. The Customer Operations Lead Analyst will collaborate with the operations, inventory and quality teams to ensure all inventory and quality management issues are identified and resolved appropriately. The Lead Analyst will also provide supervision for the Customer Operations Specialists.

Responsibilities:

Produce reporting and provide analysis and information required by the customer

• Provide data and reporting to the customer, including regular KPI reporting and commentary
• Produce and deliver reporting using standard CJ tools in the areas of carrier performance, inbound load quality, consignee performance and volume spike impact (space, profile effects, balancing)
• Respond to all customer requests for information

Collaborate with Workforce Management and Operations Optimization staff to research and resolve issues

• Follow up on late orders, product availability, carrier rescheduling
• Address customer requirements shortcomings – quality concerns, volume spikes, etc.
• Handle all customer requests for exception management with Operations
• Work with Inventory Control on OS&D using standard CJ tools and reports
• Review forecast data provided by the customer with Operations Optimization

Support the Customer Invoicing Process

• Conduct research on all billing issues
• Track, audit and analyze accessorial fees

Support Supply Chain Packaging Services

• Develop the production schedule
• Evaluate demand against open orders
• Collaborate with the customer on builds
• Review labor planning with Workforce Management; analyze underperforming or inefficient builds

Manage the Customer Operations Specialists

• Ensure specialists are delivering results for the customer
• Connect the team members to DSC’s and Customer’s business objectives
• Conduct regular team meetings
• Hold employees accountable for performance

Job Qualifications

Required ***Waiving Bachelor's Degree Requirement***

• Bachelor’s degree
• Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint, Access)
• Proven ability to analyze data and provide recommendations based on analysis
• Strong interpersonal and communication skills
• 2 years of supervisory experience
• Ability to travel as needed

Preferred

• Experience working with customers directly in a demanding environment
• Dedicated to meeting the requirements of internal and external customers
• Composed under pressure
• Can be direct as well as diplomatic

• $64,284 to $90,427 per year

Company Overview

CJ Logistics achieves the business goals of Fortune 500 and other leading companies by designing, integrating, managing and adapting customized supply chain solutions. As a Lead Logistics Partner (LLP), third-party logistics (3PL) provider and supply chain consultant, CJ delivers value by reducing total system costs, transforming business processes, improving service to customers and facilitating growth and change.

At CJ, we think of ourselves as an extension of our Customers’ companies, of their brands. And, we know that everything depends on our execution. High-performing operations are the foundation of our business and partnerships, establishing our credibility.

Our promise to customers and employees is to uphold high standards of integrity, responsibility and accountability, based on open communication, collaboration and trust. As a values-based organization with roots as a family-founded company, CJ has always been committed to creating a culture of accountability and high ethical standards.

CJ Logistics is an equal opportunity employer. It is CJ's policy to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, veteran status, disability or genetic information.