Operations Analyst

Service Operations Analyst

Backed by PowerPlant Partners, a leading growth equity firm focused on plant-based consumer wellness companies (powerplantpartners.co), ZICO Rising, Inc., maker of ZICO branded coconut water products (ZICO.com), is looking for a driven and analytical Service Operations Analyst to join our dynamic, high-growth Company. You will be a critical member of our Operations team and will report to the Director of Operations. The position can be remote or based out of the Company’s headquarters in Seal Beach, CA.

About the Job:

At ZICO Rising we strive to “delight our customers and consumers”. Nothing makes our customers happier than having their orders of ZICO product arrive on-time and in-full! As the Service Operations Analyst, that is going to be one of your primary objectives. But this is more than just an order processing-type position. You will bring analytical horsepower to the Ops team, helping to monitor and manage inventory across all ZICO warehouses, tracking and reporting out on OTIF performance and assisting with OTIF improvement initiatives, and tracking, analyzing, and reporting out on ZICO’s operational performance. You will build and maintain business relationships with ZICO's customers and 3PL partners. You will escalate issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution. You will work closely with Operations, Sales, Marketing and Finance teams, as well as third-party transportation and warehouse providers (3PL's), to ensure flawless execution and that ZICO’s operational key performance indicators (KPI) are met.

Key Responsibilities:

· Responsible for managing all customer orders through the order lifecycle from order intake to order fulfillment.

· Confirm with Customer Service Specialist (CSS) that all orders scheduled to ship in the current week will ship on-time and in-full (OTIF). Promptly communicate fulfillment delays and the updated expected ship date to customers. Proactively work with 3PL partners and customers to satisfactorily resolve OTIF issues.

· Monitor inventory availability at all ZICO warehouses, ensuring that there is sufficient inventory to fulfill customer orders. Advise CSS which warehouse to ship Amazon orders from when CSS enters new Amazon orders. Assist in inventory allocation decisions if there is insufficient inventory to fulfill all customer orders.

· Maintain sales order tracker in Excel. Update expected ship date in QB to reflect latest ship date. Work with Director of Operations to improve order management process and toolset.

· Keep an accurate record of all 3PL issues in the 3PL issue tracker. Similarly, record all instances of damaged product deliveries in Excel tracker.

· Prepare weekly OTIF report with commentary on instances where customer OTIF is below ZICO's KPI target and distribute internally. Analyze ZICO shipment data and refresh monthly OTIF KPI. Work with Director of Operations to improve OTIF, targeting both ZICO accountability and 3PL accountability.

· Dispute customer OTIF claims, collecting and providing necessary backup information to Accounting team. File OTIF claims with ZiCO's 3PL partners for their accountability and follow these claims through to resolution.

· Provide new customers with ZICO's vendor information and documents, as well as information regarding ZICO's order processing policies and 3PL warehouse information and contacts.

· Perform month-end inventory reconciliation for all of ZICO's warehouses and review material discrepancies with Director of Operations prior to submitting to Accounting team. Assist with inventory adjustment transactions in QB.

· Create and maintain customer master and item master records in QB.

· Prepare and publish Daily Order Snapshot report internally for ZICO sales team.

· Track and report out on various operational KPIs, updating Ops KPI scorecard monthly. Perform variance analysis on Operations departmental profit & loss (P&L) statement digging into the drivers behind material variances and review these findings with Director of Operations.

· Collect supporting documentation to dispute operations-related customer deductions and chargebacks and provide to Accounting team as part of monthly trade spend review process.

· Provide analytical support for various operational initiatives and projects.

· Ad-hoc responsibilities as required.

Desired Skills and Experience:

· Strong attention to detail that doesn't diminish when working in a fast-paced environment with lots of moving pieces.

· Aptitude for computer skills. You will be working in Excel, Microsoft Office, QuickBooks Enterprise, and other programs. The ideal candidate will have a technical curiosity that enables them to become highly proficient in the programs and systems used at ZICO and to become a subject matter expert (SME).

· Professional written and verbal communication as you will be communicating with large retail customers like Costco, Walmart, Trader Joes, Albertsons, and others.

· Proactive and effective problem solver, with the ability to make data-driven decisions. Maintain professional demeanor during conflict.

· Possess a strong desire to become a trusted team member ZICO can rely on to follow through with assignments and tasks and hit deadlines.

Job Type: Full-time

Pay: $50,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Seal Beach, CA 90740

Salary : $50,000 - $68,000