Job Description
At Truckstop, we have transformed the entire freight-moving lifecycle with our SaaS solutions. From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike. We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other's back, and be your authentic self. Our drive for greatness produces high expectations, yet our regard for humans is even higher. Join a team of brilliant minds and generous hearts who care deeply about other's success.
Position Summary:
The Customer Operations Analyst will be responsible for managing the collection, reporting and analysis of data supporting customer operations. Scope includes forecasting product and service volumes based on historical data, market trends and business insights as well as managing key performance indicators (KPIs) to identify trends and opportunities for continuous improvement.
Essential Job Functions:
- Data Analysis & Forecasting: Analyze historical data to create reliable volume forecasts for products, services, or operations, ensuring alignment with business goals and market trends.
- Collaboration: Work closely with sales, marketing, product, and finance teams to gather inputs for forecasts and adjust predictions based on internal and external factors.
- Trend Identification: Understand how product improvements, industry trends, customer behavior, and seasonal fluctuations impact forecasting models.
- Forecast Accuracy: Track and evaluate the accuracy of forecasts against actual volumes to improve forecasting methods and achieve higher prediction precision.
- KPI Management: Track and manage KPIs related to customer operations. Use KPIs to evaluate operational performance and identify areas for improvement.
- SLA Reporting & Management: Monitor and report on SLA performance across various customer operations metrics. Provide insights into areas of SLA breaches or areas for optimization.
- Reporting: Prepare and present volume forecasts, performance analysis, and recommendations to senior leadership and other stakeholders.
- Continuous Improvement: Continuously evaluate forecasting processes, tools, and methodologies, suggesting improvements where necessary to enhance accuracy and efficiency.
- Tools & Systems: Utilize statistical software, Excel, and other forecasting tools to process data and build models for both short-term and long-term volume predictions.
Position Requirements:
- Bachelor's degree in business, economics, statistics, or related field (or equivalent work experience).
- 2-4 years of experience in volume forecasting, demand planning, data analysis, or a similar analytical role.
- Strong proficiency in Excel and experience with data analysis tools. Familiarity with SLA frameworks and experience in managing or reporting on KPIs related to customer service or operations.
- Proven ability to develop accurate and actionable forecasts based on data-driven insights.
- Strong attention to detail, with the ability to manage large datasets and complex forecasting models.
At Truckstop we are dedicated to creating a workplace that is equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. The position is also eligible for a yearly bonus. Final salary is based on a number of factors including market location, job-related knowledge, education/training, certifications, key skills, experience, internal peer equity as well as business considerations.
The anticipated base pay range for this position is: $68,000—$85,000 USD.
The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee.
Truckstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to status, genetics, protected veteran status, or expression, or any other characteristic protected by federal, state, or local laws.
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