Customer Operations Analyst

Classic Brands - Jessup, MD


Job Description:

Classic Brands, LLC is an industry leading mattress and furniture manufacturer and distributor to top customers such as Amazon, Wayfair, and We are driven, fast paced, and looking for a detail-oriented team member that will help us reach the next level.

Job Summary:

The Customer Operations Analyst is responsible for the operational coordination efforts between Sales and Operations for several of our largest and highest priority customers. This role is responsible for daily order management activities to meet customer expectations around key metrics, such as on-time shipping and order fill rates. The Customer Operations Analyst serves as the single point of contact for all operational communication and collaboration around inventory and order management, with a focus on building strong collaborative relationships with key customers and internal colleagues. This role serves as an advocate for key customers regarding end-to-end supply chain performance, with the objective to proactively monitor key performance indicators and resolve challenges to ensure that we exceed customer expectations and service level agreements. The Customer Operations Analyst is also responsible for identifying and addressing root causes of challenges and pursuing opportunities to continuously improve our service to our key customers.

As the Customer Operations Analyst, you will spend your days doing the following:

  • Manage the daily order flow for key customers to ensure orders are filled complete and on time
  • Serve as the single point of contact for all operational issues and questions related to key customers
  • Monitor end-to-end supply chain performance, including projected order fill rates, to exceed customer expectations
  • Proactively inform customers of challenges and collaborate with customers and internal colleagues to find solutions
  • Build strong collaborative relationships and regular communication flows with customers’ key points of contact
  • Proactively monitor key performance indicators and exception reports and resolve challenges to meet customer service level agreements
  • Gather information and insights around customer plans and priorities and share internally to optimize efforts
  • Compile key customer metrics and insights and report to relevant stakeholders
  • Monitor new product launches to meet key milestones, react quickly to sales data, and keep key stakeholders informed
  • Identify and address root causes of operational challenges and cost savings opportunities to achieve continuous improvement
  • Closely monitor critical items and initiatives to ensure they are prioritized
  • Regularly share key information with customers, suchas order processing and inventory availability updates, to support customerneeds

Job Requirements & Competencies:

  • 3-5 years (minimum) relative experience
  • Collaborative style
  • High sense of urgency and attention to detail
  • Strong communication, organization, and analytical skills
  • Comfortable with fast pace and frequent change
  • Resourceful in getting things done
  • Poised under stress
  • Strong time management and prioritization skills
  • Advanced Microsoft Excel skills
  • Basic skills with Microsoft Office Suite
  • Advanced experience with ERP system, such as SAP or Oracle
  • Experience with vendor portals for large retailcustomers
  • May require some travel, up to 1x per month


  • Competitive base pay and a comprehensive benefits package (Medical, Dental, & Vision Insurance, 401k contribution, holiday and vacation pay).
  • We are an equal opportunity employer.

Job Type: Full-time

Job Type: Full-time


  • relevant: 3 years (Required)


  • Jessup, MD 20794 (Required)

Work authorization:

  • United States (Required)

Work Location:

  • One location


  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

This Company Describes Its Culture as:

  • Innovative -- innovative and risk-taking
  • Aggressive -- competitive and growth-oriented
  • Outcome-oriented -- results-focused with strong performance culture