Customer Operations Analyst

Killer Brownie Co.; Miamisburg (OH); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Healthcare

Vision coverage

Dental coverage

Life insurance

Paid time off

Holidays

401(k)

Job summary

Killer Brownie Co. is seeking a Customer Operations Analyst to support inventory planning, onboarding, and order execution.

This role collaborates across Sales, Supply Chain, Production, Logistics, and Customer Service to ensure accurate data, timely decisions, and strong customer outcomes. Responsibilities include maintaining reports, validating onboarding data, and escalating risks with practical options.

Qualifications

• At least 3 years in customer operations, supply chain, sales operations, or related fields.
• Strong Microsoft Excel skills are required.
• Experience with ERP systems; NetSuite preferred.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to interpret data, identify exceptions, and communicate impacts clearly.
• Strong written, verbal, and customer-facing communication skills.
• Ability to coordinate cross-functionally across multiple departments.

Responsibilities

• Support inventory planning reporting including WOH and inventory-to-sales metrics.
• Onboard customers, validate pricing brackets, set up items, and ensure first-order accuracy.
• Coordinate data in ERP systems, portals, and external platforms for customers and items.
• Maintain data accuracy and support production schedule discussions with customer input.
• Identify and escalate risks related to orders, inventory, or pricing with options.
• Review sales orders, validate EDI, and track order exceptions across disciplines.
• Prepare recurring reporting templates and performance KPIs for leadership.

Skills

Microsoft Excel

Data interpretation

Analytical thinking

Cross-functional coordination

Communication (written)

Communication (verbal)

Tools

NetSuite

ERP systems

Customer portals

EDI

SPS Commerce

Repositrak

Job description

Position Summary

The Customer Operations Analyst supports the Customer Operations function by owning key execution, validation, reporting, and coordination activities across finished goods inventory planning, customer onboarding, customer order execution, customer metrics, master data, and recurring business reporting. This role works cross-functionally to improve visibility, strengthen process discipline, identify risks early, and support timely, data-informed decisions.

Key Responsibilities

Inventory Planning and Reporting Support

• Prepare and maintain weekly weeks-on-hand (WOH), inventory-at-risk, short-date inventory, and inventory-to-sales reporting.
• Support finished goods inventory reviews by SKU, customer, product family, location, lot date, and other relevant business views.
• Monitor short-dated finished goods inventory and coordinate follow-up related to movement, allocation, customer opportunities, or disposition with the Logistics Manager.
• Maintain reporting tools and templates that support demand planning, inventory planning, and the S&OP cadence.

Customer Onboarding and Sales Operations

• Own customer onboarding execution and validation, including customer setup, required documentation, forms, customer portal readiness, pricing bracket validation, item setup, and first-order accuracy.
• Coordinate new customer forms, new item forms, vendor and customer documentation, certificates of insurance, and customer compliance requirements.
• Maintain Repositrak and other customer compliance documentation tracking, as applicable.
• Maintain and validate customer, item, and transactional data in ERP systems, customer portals, and external platforms.
• Support customer portal setup, distributor inventory updates, 1World specification sheet validation, label and specification coordination, and other assigned customer needs.
• Prepare supporting data for production schedule discussions, including customer requirements, open orders, inventory status, and demand plan changes.
• Escalate production, inventory, or customer conflicts with clear facts, business impacts, and recommended options.

Customer Order and Exception Coordination

• Support sales order review, EDI approval validation, inventory verification, and order exception tracking.
• Coordinate follow-up for order issues across Sales, Supply Chain, Production, Logistics, Customer Service, brokers, and other business partners.
• Proactively identify order risks, inventory constraints, customer setup issues, pricing concerns, and timing conflicts before they create customer-facing issues.
• Communicate with Sales leadership or customers when assigned, using established standards and escalation guidance.

Reporting and Metrics

• Build, maintain, and distribute recurring templates for weekly, period, quarterly, and annual reporting.
• Prepare customer performance, item and SKU performance, branded account, private label account, forecast accuracy, demand plan accuracy, fill rate, OTIF, production attainment, and inventory reporting.
• Prepare supporting materials for board, executive, and leadership reporting as directed by the Sales Operations Manager.

Process Improvement and Documentation

• Identify process gaps and recommend improvements related to order management, inventory flow, customer onboarding, reporting, master data, and customer operations.
• Create and maintain SOPs, trackers, checklists, and process documentation for assigned responsibilities.
• Support role clarity, decision rights, escalation paths, process governance, and the use of approved or certified data sources.

Required Qualifications

• At least 3 years of experience in customer operations, supply chain operations, sales operations, order management, inventory planning, business analytics, or a related field.
• Strong Microsoft Excel skills.
• Experience working in an ERP system; NetSuite experience is preferred.
• Strong analytical, organizational, and problem-solving skills.
• Ability to interpret data, identify exceptions, and communicate business impacts clearly.
• Strong written, verbal, and customer-facing communication skills.
• Ability to coordinate cross-functionally across Sales, Supply Chain, Production, Logistics, Customer Service, and external partners.
• High attention to detail, sound judgment, and consistent ownership of follow-through.

Preferred Qualifications

• Experience with customer portals, EDI, SPS Commerce, Repositrak, distributor portals, or item and customer setup processes.
• Experience preparing KPI, inventory, customer performance, or executive reporting packages.
• Experience in food manufacturing, consumer packaged goods, supply chain, or commercial operations.

Role Scope

This Role Owns

• Recurring inventory, customer, item, forecast, demand plan, service, and production attainment reporting within assigned processes.
• Customer onboarding execution and validation, including setup, documentation, portal readiness, pricing bracket review, and first-order accuracy.
• Maintenance and auditing of assigned ERP, customer, item, and transactional data.
• Order exception tracking and cross-functional follow-up.
• Early identification of customer, inventory, order, setup, pricing, or timing risks.
• Preparation of facts, options, recommendations, SOPs, trackers, checklists, and process documentation.

Benefits

• Affordable, quality healthcare coverage
• Employer-paid vision coverage
• Dental coverage
• Employer-paid life insurance with the option to purchase additional coverage
• Paid time off
• Paid holidays
• 401(k) retirement savings plan

*Benefits are available after the applicable eligibility period has been satisfied.

Equal Opportunity Statement

We are an equal opportunity employer and consider qualified applicants for employment without regard to legally protected characteristics. Reasonable accommodations are available to qualified individuals throughout the application and employment process, consistent with applicable