Global Customer Operations Analyst

Global Customer Operations Analyst (CONTRACT - 6 Months)

Location: Waltham, MA (Hybrid)

• This contract will most likely end at the end of December.
• Looking for candidates with excellent "soft skills" and communication.
• SAP experience is required for the role
• This is a HIGH volume role where you will be communicating internally and externally. They need someone who is extremely organized and "on-the-ball"

Summary of Qualifications:

• • Supporting customer products and unique account requirements
  • Executing the Resin Pick-up Service coordination when required
• Responsibility for the lifecycle of the custom order utilizing multiple business systems and reporting tools.
• Serve as the Customer’s advocate by coordinating and communicating internal and external communication, activities and resolution.
• Partner with product management, supply chain and distribution to ensure the downstream process of pick, pack, ship and deliver is executed to the customer’s expectation.

·         Facilitate the launch of the complaint process with customers by providing the documentation and escalation required internally for resolution with Product Management, Quality, Manufacturing, Supply Chain and the Sales team.

Qualifications

• Bachelor’s Degree or equivalent required
• Demonstrated passion for providing excellence in the customer experience
• 2+ years’ experience in global customer service/order management with a strongly developed commitment to client services
• 2+ years working with SAP systems, experience in Salesforce.com a plus
• Life Sciences industry experience preferred
• Supply chain, logistics or contract administration experience a plus
• Understanding of import/export/trade compliance requirements globally
• Understanding of revenue recognition requirements for a publically held company
• Experience in an ISO9001 quality system a plus
• Outstanding attention to detail and strong organizational skills
• Exceptional analytical skills
• Ability to organize and manage multiple priorities with multiple stakeholders
• Excellent verbal and written communication skill required for internal and external purposes
• Comfort working in a fast-paced, small company environment
• Bachelor’s Degree or equivalent required