Customer Service Specialist, Operations Analyst

Customer Service Specialist, Operations Analyst

Location: USA - Mesa, W. Southern Ave

Division: Solutions

Job Posting Title: Customer Service Specialist, Operations Analyst

Time Type: Full Time

Position Summary: The Customer Service Operations Analyst is responsible for administering customer operational activities and business processes for assigned customers and programs within the Global One Source organization. This role serves as a key business partner between customers and internal stakeholders to ensure operational performance, customer commitments, and service expectations are achieved.

Essential Duties and Responsibilities:

Customer Operations Ownership: Manage operational activities for assigned customers, programs, and business processes. Monitor customer operational performance to ensure service commitments, customer requirements, and business expectations are achieved.

Business Issue Resolution and Decision Support: Evaluate operational exceptions, fulfillment challenges, customer concerns, and service disruptions to determine root causes and recommend corrective actions.

Operational Analysis and Performance Management: Analyze operational performance metrics, customer trends, workload distribution, backlog performance, and service-level attainment. Develop insights and recommendations that support operational decision-making and continuous improvement efforts.

Process Improvement and Operational Excellence: Evaluate existing workflows and operational processes to identify inefficiencies and opportunities for improvement. Recommend and implement process enhancements designed to improve operational effectiveness, scalability, accuracy, and customer satisfaction.

Cross-Functional Business Partnership: Collaborate with Customer Service leadership, Purchasing, Sourcing, Operations, Logistics, and Finance teams to achieve customer and business objectives.

Order and Customer Operations Administration: Manage customer order activity and related operational processes to support fulfillment and customer service objectives.

Minimum Qualifications:

Education and Experience: Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Finance, or related field, or an equivalent combination of education and experience. Minimum three (3) years of experience in customer operations, order management, supply chain, logistics, customer service, or a related business function. Experience working in a cross-functional business environment and supporting customer-facing operations.

Skills, Knowledge and Abilities:

Professional Competencies: Demonstrated ability to exercise independent judgment and discretion when evaluating customer and operational issues. Strong analytical and critical-thinking abilities. Ability to identify business risks and develop practical solutions. Strong decision-making and problem-solving capabilities. Ability to influence outcomes through collaboration across multiple functional areas. Strong business acumen and understanding of operational impacts on customer experience and organizational performance. Excellent verbal and written communication skills. Ability to manage competing priorities in a fast-paced environment. High attention to detail, accuracy, and accountability.

Technical Competencies: Advanced proficiency in Microsoft Office Suite, particularly Excel. Experience using ERP and business management systems. Ability to analyze data and develop actionable business recommendations. Experience utilizing reporting and performance metrics to support operational decisions.

Work Environment: While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Information: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. For this position, the expected base pay range is $49,440 $61,800 Annual. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy. DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law.