Customer Operations Analyst

Customer Service Excellence 40%

• Develop deep relationships with key customers by gaining a comprehensive understanding of the customer, their business needs and trends to evaluate customers' packing needs, anticipating and managing orders, identifying opportunities to improve service, and improving asset (crate) turns.

• Proactively manage customer orders and make recommendations as needed based on inventory availability and transportation capabilities

• Provide customers with strong product knowledge and specifications.

• Collaborate with sourcing, asset management, transportation, finance, warehousing operations, sales, and service centers to resolve issues regarding quality, complaints, returns, billing, and overall service and ensure the customer receives prompt resolution.

• Resolve service failures, manage ETA/PO schedule and help implement processes for continual improvement.

• Ensure customer receives proper IFCO onboarding information regarding order process, reporting, label compliance, billing, and returns.

Reporting & Analysis 20%

• Create presentations for quarterly business reviews and present information to customers

• Maintain daily/monthly and ad hoc reporting requirements.

• Accurately maintain customer database and special instructions

• Act as Subject Matter Expert in IFCO reporting systems, EDI, MyIFCO, processes and environments.

Customer Reconciliation 40%

• Develop the annual audit plan considering contractual requirements and cyclical coverage to include weekly and monthly inventory reconciliation, planning & executing annual audit, analysis of audit outcome, post-audit review, adjustments, and corrective actions needed.

• Complete ad-hoc analysis as required

• Coordinate all stock audit scheduling with third parties and customers

• Collaborate with Sales to establish a business case to support strategic decisions associated with extended hire and lost equipment write-offs and/or billing.

• Manage the reporting hold process to ensure timely & accurate customer reporting practices.

Qualifications

• Bachelor’s degree preferred

• Strong Excel skills required; Power Bi experience preferred

• Proficiency in spoken and written Spanish, with the ability to communicate effectively in a professional environment and comprehend complex information in the language

• SAP experience preferred

• 3+ years of customer service experience preferred

• Knowledge of logistics, inventory, customer service, and transportation

• Experience in process development

• Strong written and verbal communication skills

• Knowledge of domestic geography

• Ability to work well in a team environment

• Analytical and problem-solving skills

• Proven planning and organizational skills with the ability to handle multiple priorities with time-sensitive deadlines

• Computer literacy required, including proficiency in standard business applications included in Microsoft Office Suite.

Candidate must be located in Ontario or Quebec within one hour of an international airport for customer visits.

What We Offer:

• Competitive benefits starting on the 1st of the month after hire.
• 401(k) with immediate vesting and company match.
• Annual bonus and merit increase potential.
• A collaborative environment with leadership development opportunities.

At IFCO, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome applicants from all backgrounds, ethnicities, cultures, and experiences. IFCO is an equal opportunity employer. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.