B2B Customer Relationship & Operations Analyst

Position OverviewWe are seeking a Customer Operations Analyst to support key B2B customer relationships while driving data-driven insights and process improvements in our manufacturing and distribution environment.This hybrid role combines hands-on customer account management with analytical and project-based work. The Customer Operations Analyst serves as the operational quarterback for assigned customer accounts while also leading initiatives related to reporting, data analysis, workflow improvement, and operational efficiency.Unlike a traditional customer service role, this position requires strong analytical skills, advanced Excel capabilities, and experience using AI tools to improve productivity and decision-making. The ideal candidate thrives at the intersection of customer service, data, and operations.Key ResponsibilitiesCustomer Account Management (50%)Serve as the primary point of contact for assigned B2B customer accountsBuild strong working relationships through consistent communication and reliabilityConduct regular check-ins with customers to provide updates and address needsReview customer contracts and pricing agreements to ensure accurate order entryEnter and manage sales orders within the ERP systemSend order acknowledgments and confirm order accuracy with customersAnalytical, Project-Based Work & Cross-Functional Problem Solving (50%)Create and maintain customer performance reports, KPI dashboards, and operational metrics using advanced Excel tools (pivot tables, Power Query, macros, dashboards)Analyze order trends, customer behavior, and operational data to identify risks, inefficiencies, and improvement opportunitiesLead or support process improvement initiatives that streamline workflows, reduce errors, and improve customer experienceBuild and maintain Excel-based tools and dashboards to support internal decision-makingLeverage AI tools to automate tasks, enhance data analysis, and improve internal and customer-facing workflowsWork closely with sales, procurement, operations, and shipping teams to ensure smooth order fulfillmentMonitor order status and proactively communicate updates or delays to customersCoordinate across departments to resolve order, delivery, pricing, or availability challengesInvestigate recurring issues, identify root causes, and implement long-term solutionsPresent data-driven insights and recommendations to leadership and cross-functional teamsThis Role Is Ideal For Someone WhoHas strong B2B customer service experience and enjoys managing customer relationshipsIs highly analytical and comfortable working with data, systems, and reporting toolsHas advanced Excel skills and enjoys building dashboards, reports, and automated toolsLikes taking ownership of projects that fall outside traditional customer service workEnjoys solving operational problems and coordinating across departmentsIs comfortable using technology and AI tools to improve efficiencyWants to play a meaningful role in improving how the business serves its customersQualificationsRequired3-7 years of experience in B2B customer service, account management, inside sales, or order managementAdvanced Excel skills, including pivot tables, Power Query, macros, and dashboardsStrong analytical and problem-solving skillsExperience working with ERP systems (Epicor experience is a plus)Strong communication and relationship-building skillsExcellent organizational and time management abilitiesAbility to manage multiple customer accounts and projects simultaneouslyPreferredExperience using AI tools to improve workflows or reportingExperience with process improvement or project-based workManufacturing or industrial distribution experienceFamiliarity with Power BI or other data visualization tools

Created: 2026-05-09