Customer Operations Analyst (order management)
ERP (SAP, Netsuites, etc.), Excel & Power BI - B2B Order Management role
You want to contribute to a collective adventure, undertake, test, learn, develop and challenge yourself? We have (more than) a job for you!
At NAOS, we are committed people, who think and act differently.
We are a company useful to the world. Everyday, we strive to love, understand and care for the living. Our brands, BIODERMA, INSTITUT ESTHEDERM and ETAT PUR are rooted in a unique approach : Ecobiology. This is how we make breakthrough and useful innovations.
With a presence in over 100 countries and a community of 3,400 NAOSians, we have opted for a single design and manufacturing site, NAOS Les Laboratoires, in Aix-en-Provence (France), to control the quality and unique design of our products.
WHO WE LOOK FOR
We are looking for a Customer Operations Analyst based directly at our logistics platform in Cincinatti (Herbron Kentucky 41048) to provide reliable, accurate, and responsive customer service support for NAOS USA’s B2B customers (brick-and-mortar, distributors, pharmacies, institutes) and internal stakeholders (training, marketing, HR), ensuring operational excellence and data-driven insights.
With
- Experience with ERP and CRM/order systems (e.g., SAP, NetSuite, Salesforce)
- Analytical mindset, proficiency in Excel and Power BI
- Excellent written and verbal communication
- Strong organizational skills and attention to detail
- Ability to manage complexity and multiple priorities
WHAT YOU WILL BRING
Your main responsibilities will include:
Customer & Stakeholder Support
- Handle inquiries on orders, shipping, invoices, and product availability
- Liaise with finance for payment issues, credit limits, and chargebacks
- Manage service issues and coordinate replacements or returns with QA (Daira)
- Maintain proactive communication with customers and sales reps
Dashboarding & Performance Tracking
- Maintain and update customer service KPIs dashboard (orders processed, OTIF, complaints, etc.)
- Track and analyze claims, credit memo volume, reasons, and trends
- Support periodic reporting for internal stakeholders (Sales, Finance, Supply)
Process Improvement
- Identify process inefficiencies and propose improvements (e.g., order entry automation, document templates)
- Ensure SOPs are up-to-date for all B2B customer types and internal processes
- Support implementation of new tools or system enhancements
KPIs
- Order accuracy rate
- OTIF (On-Time In-Full) delivery rate
- Ticket resolution time
- Internal satisfaction (for HR, Training, Marketing requests)
- Volume of claims per 100 orders
Skills Required
- Experience with ERP and CRM/order systems (e.g., SAP, NetSuite, Salesforce)
- Analytical mindset, proficiency in Excel and Power BI
- Excellent written and verbal communication
- Strong organizational skills and attention to detail
- Ability to manage complexity and multiple priorities
Join us!
NAOS
