Customer Operations Analyst

Job Description

Job Description

Who We AreAt Combe, personal care is the core of our mission. Founded by Ivan and Mary Elizabeth Combe in 1949, we are a privately held, family-owned personal care company headquartered in White Plains, New York. For more than 75 years, we have built a legacy of creating innovative brands that address unmet consumer needs while continuing to grow and evolve in markets around the world.

From the beginning, our success has been driven by an entrepreneurial mindset. Long before the term "start-up" existed, Ivan and Mary Elizabeth Combe built a company focused on solving personal care challenges that others overlooked. That spirit continues to guide us today as we create and cultivate brands that push innovation and cultural boundaries to deliver meaningful solutions for consumers around the world.

Our portfolio includes category-defining brands such as Just For Men® , Vagisil® , Clearasil® , Odor-Eaters® , and Astroglide® , as well as our investment in Virtue Labs® . We have a proven track record of building brands, creating categories, and identifying the next personal care need to solve.

Today, Combe is proudly led by its third generation of family leadership, combining the values of a family-owned company with a future-focused approach to growth, innovation, and consumer care.

We like to say we bring the "&" to work every day—we are deeply rooted & always exploring, time-tested & future-minded, and three-generations-savvy & next-generation-bold. Join our team and help shape the future of personal care while making a meaningful difference in consumers' lives every day.

What You'll Do

• Manage customer orders throughout the Order-to-Cash process, ensuring timely and accurate fulfillment.
• Analyze inventory availability, backlog status, customer requirements, and fulfillment risks to support business and customer objectives.
• Monitor and resolve order exceptions related to inventory, pricing, compliance, delivery performance, EDI transactions, and order processing.
• Evaluate and support decisions that impact OTIF, fill rate, customer compliance, deductions, chargebacks, and service performance.
• Serve as a key point of contact for assigned customers, brokers, transportation providers, and third-party logistics partners.
• Partner closely with Planning, Logistics, Sales, Finance, Credit, IT, and external partners to resolve operational challenges and minimize customer disruption.
• Facilitate customer discussions regarding service performance, operational issues, corrective actions, and continuous improvement opportunities.
• Track, analyze, and communicate customer performance metrics and business insights through dashboards, reporting, and operational reviews.
• Support the investigation of customer deductions, fees, and service failures and help identify corrective and preventive actions.
• Translate operational and customer data into recommendations that improve service, reduce costs, and enhance customer satisfaction.
• Identify opportunities to improve processes, reporting capabilities, workflows, and the use of digital and AI-enabled tools.
• Develop and maintain process documentation, SOPs, and training materials to support operational consistency.
• Provide support for customer setup, order entry, order tracking, invoicing, and customer portal administration as needed.

What We're Looking For

• Bachelor's degree required.
• 1-5 years of experience in customer service, supply chain, customer operations, logistics, or a related field.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent organizational, communication, and time-management skills.
• Experience working with key customer performance metrics and service-level reporting.
• Strong Excel skills, including formulas, pivot tables, and data analysis.
• Experience with ERP systems such as Oracle, SAP, or PeopleSoft preferred.
• Experience with Power BI or other reporting and visualization tools.
• Understanding of transportation networks, order tracking, and customer fulfillment processes.
• Ability to work collaboratively across teams and build strong working relationships.

Why Join UsAt Combe, we go beyond offering a competitive salary – we're committed to offering outstanding benefits that empower our employees to thrive. Join us and enjoy:

• Hybrid work environment for most roles 
• Office-based employees receive partial lunch subsidies, ensuring you savor mouthwatering meals without breaking the bank.
• Annual discretionary bonus
• Outstanding healthcare options prioritizing your physical and mental wellness.
• 401(k) match with Profit Sharing to secure your financial future.
• Health and Wellness Initiatives, including gym membership reimbursement, wellness workshops, and mental health support.
• Tuition reimbursement opportunities
• Compensation: $70,000 - $80.000 DOE