Logistics Customer Operations Analyst

Socket.dev; Glen Allen (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

Century Express is seeking a Customer Operations Analyst to provide high-level customer service and support to our clients. The role requires independent work, problem solving, and delivery of operational excellence aligned with contracted service obligations for NVO operations.

The successful candidate will engage in all facets of logistics, analyze data, drive process improvements, and ensure SLA compliance while maintaining clear communication with customers and internal teams.

Responsibilities

• Provide operational support for Century Express’ customers by actively engaging in all facets of logistical services offered by Century.
• Manage and drive continuous improvement through strategically identified customer metrics, KPI’s and data. Recommend solutions to customers that deliver value in cost, reliability and speed.
• Analyze customer data and recommend solutions that improve the customer experience and reduce costs for customer.
• Ensure continuous improvement of operational processes that support and exceed customer Service Level Agreements (SLA’s).
• Communicate quickly and efficiently with both customer and internal Century team members on specific issues for resolution to operational problems. Provide clear, consistent and accurate information about customer account requirements to all concerned Century offices on a timely basis. Convey details to necessary parties while ensuring responses are always timely, detailed and thoroughly communicated.
• Ensures customer SOP’s are updated and reflect Century’s commitment to operational excellence.
• Knowledgeable of common customer reported problems and use of pre-established processes to resolve.
• Creative problem solving and solutions for customer supply chain and service issues.
• Ensure compliance by reviewing documents to ensure Century origins are issuing the B/L’s and as per requirements of Century Express. Report and resolve any discrepancies.
• Monitor, analyze and perform quality control procedures on operational deliverables on all aspects of assigned accounts.

Job description

Century Express is seeking a Customer Operations Analyst to provide high-level customer service and support to our clients. The role requires independent work, problem solving, and delivery of operational excellence aligned with contracted service obligations for NVO operations.

The successful candidate will engage in all facets of logistics, analyze data, drive process improvements, and ensure SLA compliance while maintaining clear communication with customers and internal teams.