Customer Operations Analyst - Order Management (In office)

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