Customer Service & Operations Analyst

ASSA ABLOY Global Solutions; Cypress (CA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Career development

Inclusive culture

Global organization

Job summary

HID Global in Cypress, California, is seeking a Customer Service Associate to support daily customer service activities, manage orders, and drive service excellence across Sales, Operations, Planning and Logistics.

You will translate data into actionable performance insights, develop reports and dashboards, monitor KPIs such as order backlog and on-time delivery, and contribute to continuous improvement in a collaborative, fast-paced environment.

Qualifications

• 4+ years of experience in Customer Service, Operations, Order Management, Business Analysis, or related functions.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience working with ERP systems.
• Excellent organizational, communication, and coordination skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor's degree in Business Administration, Supply Chain, Operations, Analytics, or related field, or equivalent experience is preferred.
• Experience with Oracle ERP or similar enterprise systems is preferred.
• Experience with Power BI or other business intelligence tools is preferred.
• Knowledge of process improvement methodologies is preferred.
• Experience supporting cross-functional operational projects is preferred.

Responsibilities

• Supporting daily customer service activities, including order management, customer inquiries, and issue resolution.
• Responding to customer needs in a timely, professional, and solutions-oriented manner.
• Assisting with escalated customer concerns and coordinating resolution across internal teams.
• Monitoring order flow and proactively identifying risks that may impact customer commitments.
• Partnering with Sales, Operations, Planning, and Logistics to communicate updates and resolve service-related issues.
• Maintaining accurate and timely customer and order information within all applicable systems and tools.
• Developing, maintaining, and analyzing reports and dashboards related to customer service performance.
• Monitoring KPIs, including order backlog, on-time delivery, order accuracy, response times, and customer satisfaction metrics.
• Analyzing data to identify trends, recurring issues, root causes and opportunities for improvement.
• Translating data and reporting into actionable insights and recommendations for internal stakeholders.
• Supporting regular performance reviews and reporting to help teams understand results and identify areas of focus.
• Ensuring reports and dashboards are accurate, timely and aligned with business needs.
• Maintaining and updating customer service processes and documentation to support consistency and operational effectiveness.
• Monitoring process performance and identifying opportunities to streamline workflows, improve service levels and reduce inefficiencies.
• Supporting continuous improvement initiatives focused on service excellence, customer satisfaction, and operational effectiveness.
• Serving as a liaison between Customer Service and key internal departments, ensuring effective communication and alignment.
• Supporting continuous improvement initiatives focused on service excellence and operational effectiveness.
• Supporting implementation of system enhancements, process changes, and operational projects.
• Coordinating special projects, establishing timelines, tracking action items, and ensuring timely follow-up with stakeholders.
• Contributing to a culture of accountability, collaboration, and continuous improvement.

Skills

Analytical thinking

Problem-solving

Communication

Coordination

Education

Bachelor's degree in Business Administration

Supply Chain

Analytics

Tools

Excel

Power BI

ERP systems

Reporting tools

Job description

HID Global in Cypress, California, is seeking a Customer Service Associate to support daily customer service activities, manage orders, and drive service excellence across Sales, Operations, Planning and Logistics.

You will translate data into actionable performance insights, develop reports and dashboards, monitor KPIs such as order backlog and on-time delivery, and contribute to continuous improvement in a collaborative, fast-paced environment.