Customer Operations Analyst Associate

Position : Customer Operations Analyst / Associate

Working Schedule : 8a-5p EST

Salary Range :$1200-$1500 (the final salary will be determined by the candidates level of experience and at the discretion of the client)

Role Summary

We are seeking a highly motivated detail-oriented and exceptionally organized individual to join our Customer Operations team as an Analyst/Associate. This critical role serves as the frontline communication point for our most important customers requiring a sharp eye for detail superior written communication skills and robust analytical capabilities. The ideal candidate thrives in a fast-paced environment loves mastering complex details and is driven by clarity and accuracy.

Key Responsibilities

• Premium Customer Communication: Own the end-to-end communication with key customers via email ensuring timely professional and clear responses. This involves reading understanding and accurately responding to customer inquiries and issues.
• Escalation Management: Act as the primary filter for customer issues determining which inquiries can be resolved directly and which require immediate escalation to internal teams (e.g. engineering sales management).
• Detailed Reporting & Analysis: Prepare maintain and distribute comprehensive weekly reports using Microsoft Excel. This includes:
  • Advanced Data Manipulation: Utilizing pivot tables and complex formulas to aggregate customer data and extract meaningful insights.
  • Professional Formatting: Ensuring all reports are presented with excellent formatting clarity and visual organization.
• Process Improvement: Identify recurring customer issues and trends from email analysis proposing solutions to improve overall customer experience and operational efficiency.
• Documentation & Knowledge Sharing: Meticulously document customer interactions resolutions and new findings to contribute to the teams knowledge base.

Required Skills & Qualifications

• 2 years of experience in the same or related field
• Exceptional Written & Verbal Communication: Demonstrated ability to write clear concise and professional English especially in email correspondence. A strong command of grammar and tone is essential.
• Organizational Mastery: Highly organized with a proven ability to manage a high volume of emails and prioritize tasks effectively under tight deadlines.
• Analytical Proficiency (Excel):
  • Expert knowledge of Microsoft Excel including advanced proficiency in creating and manipulating Pivot Tables.
  • Strong understanding of data formatting charting and presentation best practices within Excel.
• Detail-Oriented: A genuine love for details and a relentless pursuit of accuracy. You are the type of person who LOVES checking your work and ensuring perfection.
• Proactive Learner: Possesses a curious mindset and the ability to ask pointed clarifying questions to fully understand customer issues and internal processes.
• Experience: Previous experience in a customer-facing role operations or an analytical/reporting function is a plus.