Customer Operations Analyst

Colonial Group; Des Plaines, Northern (IL, KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Colonial Group seeks a Customer Operations Analyst to align customer expectations with operational performance and identify opportunities to improve service while reducing costs. You will manage execution of customer promotions and major events, and provide detailed reporting and insights.

Collaborate with CJL warehouse and customer manufacturing teams to ensure support for volume and service, while maintaining strong relationships with internal teams and customers.

Qualifications

• Bachelor's degree in Business, Supply Chain, or related field.
• Minimum of 3 years of experience in transportation, logistics, or service-related roles.
• Strong proficiency in Microsoft Excel and MS Office.
• Excellent verbal and written communication abilities.
• Demonstrated problem-solving skills and ability to work independently or in a team.

Responsibilities

• Identify and recommend improvements to service processes using data and feedback.
• Analyze carrier and consignee performance, volumes, and KPIs with CJ Logistics tools.
• Oversee execution of customer promotions and major events to meet requirements.
• Facilitate customer meetings, track action items, and report progress.
• Collaborate with warehouse and manufacturing teams to support volume and service.
• Provide accurate reports and support invoicing processes per contractual obligations.
• Stay informed on industry trends and participate in training and development.

Skills

Analytical skills

Communication skills

Time management

Problem solving

Teamwork

Education

Bachelor's degree in Business / Supply Chain / related field

Tools

TMS

WMS

JDA

SAP

Oracle

Job description

Schedule: M-F, 8:00am - 5:00pm CST

Incentive eligible: No

Position Overview

The Customer Operations Analyst works closely with customers and internal teams to align expectations with operational performance. This role is responsible for identifying and implementing opportunities to improve service and reduce costs. The Analyst manages the execution of customer promotions and major events, provides detailed reporting and insights, and ensures service levels meet or exceed requirements.

Essential Job Duties & Responsibilities

Customer & Service Analysis

• Identify and recommend improvements to service processes, leveraging data and customer feedback to optimize delivery into consignee and customer locations.
• Analyze carrier and consignee performance, volume spikes, and other KPIs using standard CJ Logistics reporting tools.
• Respond promptly to customer requests for information and support.

Project & Event Management

• Oversee execution of customer promotions, major events, and new initiatives to ensure all requirements are met.
• Facilitate regular customer meetings, prepare and update action item registers, and track progress on commitments.

Collaboration & Communication

• Partner with CJL warehouse and customer manufacturing teams to ensure proper support for volume and service expectations.
• Support internal communication and alignment on customer expectations, providing timely updates and status reports.
• Maintain strong relationships with both internal teams and external customers.

Reporting & Documentation

• Provide accurate and actionable reports to internal and external stakeholders, including analysis of performance metrics and operational impacts.
• Support customer invoicing processes, ensuring timely and accurate billing in accordance with contractual obligations.

Continuous Improvement & Compliance

• Stay informed on industry best practices and emerging trends to support ongoing service improvements.
• Participate in all required training and professional development.
• Perform other related job duties as assigned or required.

Required Qualifications

• Bachelor's Degree in Business, Supply Chain, or a related field is preferred or equivalent relevant experience.
• Minimum of 3 years of experience in transportation, logistics, or a service-related position.
• Strong proficiency in Microsoft Excel; experience with other Microsoft Office applications.
• Strong analytical, organizational, and time-management skills.
• Excellent verbal and written communication abilities.
• Demonstrated problem-solving skills and the ability to work both independently and in a team environment.

Preferred Qualifications

• Experience with TMS (Transportation Management Systems).
• Previous warehouse management systems experience (WMS, JDA, SAP, Oracle, etc.).
• Experience in a fast-paced logistics or supply chain environment.

Physical Requirements

This is largely a sedentary role requiring the physical ability to:

• Sit for prolonged periods of time at a desk while working on a computer
• Use hands and fingers to operate a keyboard, mouse, and telephone
• Speak and hear clearly in person, virtually, and over the phone
• Occasionally stand, walk, reach, stoop, or lift up to 10 pounds

Work Environment

This position operates in a professional office environment. The role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets, and printers.

The work environment is typically quiet to moderate in noise level and is climate controlled.

Location/Remote Eligibility

This role may be performed on-site only.

Schedule

Flexible hours may be required to support deadlines or cross-functional collaboration.