Operations Analyst

Job Title: Operations Analyst

Role Summary:

We are seeking a highly organized, process-driven, and strategic Operations Analyst to lead and optimize our end-to-end order fulfillment process. This hands-on, cross-functional leadership role is responsible for ensuring all stages of the order lifecycle—including order entry, processing, fulfillment, shipping, courier coordination, warehouse management, and returns—are executed accurately, efficiently, and in compliance with internal controls and reporting standards.

The ideal candidate combines operational excellence with deep expertise in ERP and order management systems, courier management, and warehouse management. They must have strong data analytics capabilities and advanced spreadsheet skills to analyze performance, identify trends, and recommend improvements. Strong stakeholder management skills and a passion for process improvement are essential. This role will elevate the order management function as a key strategic contributor to overall business performance.

Scope of Responsibilities

Order Management & Fulfillment Oversight

• Lead the full order-to-cash lifecycle, including order creation, pricing validation, inventory availability checks, shipping coordination, and invoicing.
• Own the daily extraction, grooming and transformation of order data for loading into dependent systems and sharing with other functional teams.
• Manage the B2B customer accounts ensuring compliance with contract terms, service-level agreements (SLAs), and data governance standards.
• Verify order processing accuracy, including validation of customer information, shipping details, and pricing within SAP, WMS, SiteGiant, or similar systems.
• Ensure 100% reconciliation from order to delivery and returns.

Warehouse & Logistics Coordination

• Manage the warehouse and logistics teams to guarantee timely and accurate dispatch and delivery.
• Ensure receiving, picking, and shipping operations are 100% accurate and regular audits are passed.
• Assist in inventory allocation planning, leveraging forecast data and customer demand insights.

Online Store Inventory Management

• Maintain accurate and up-to-date records of stock levels and SKU details on the online store platform daily.
• Monitor inventory availability to ensure product listings reflect real-time stock status.
• Coordinate with warehouse and IT teams to update SKU information and resolve discrepancies promptly.
• Support sales and customer service teams by providing reliable online inventory data to prevent overselling and enhance customer experience.
• Assist in periodic audits and data cleansing to ensure online store accuracy and integrity.

Securing High-Value Inventory & Process Integrity

• Implement controls to prevent pilferage/theft, focusing on high-value, small-package inventory
• Enforce SOPs with chain-of-custody protocols, sign-offs, and audit trails.
• Restrict access to authorized personnel; use locked storage or secure cages.
• Maintain CCTV coverage in critical zones.
• Conduct regular reconciliations, random audits, and apply tamper-evident packaging.
• Track all movements digitally (e.g., barcode scanning).
• Rotate and cross-train staff to reduce internal risks.
• Maintain clear reporting channels for suspicious activity.
• Work with security providers for continuous process improvement.

Just-In-Time Distributor Order Coordination

• Manage real-time order coordination with the distributor to ensure same-day delivery of required items.
• Streamline the pick and pack process within the office to optimize efficiency and accuracy for daily operations.
• Collaborate with courier teams to assign delivery routes the following day, ensuring timely and reliable customer fulfillment.
• Establish clear communication protocols with distributors and courier partners to maintain operational flow and responsiveness.

Customer Communication & Service

• Serve as the main point of contact for internal coordination related to customer inquiries about order status, returns, and complaints.
• Support the Customer Service (CS) team by providing timely updates, data, and back-end assistance needed to resolve customer issues, returns, and credit requests.
• Collaborate closely with CS to conduct root-cause analysis and implement corrective actions that improve customer satisfaction and operational efficiency.

Process & Compliance Management

• Maintain adherence to company Standard Operating Procedures (SOPs), regulatory requirements (such as import/export documentation), and audit readiness.
• Ensure all order transactions, documentation, and communication logs are accurately recorded and auditable.

Reporting & Continuous Improvement

• Monitor and report key fulfillment metrics, including OTIF (On-Time, In-Full), lead times, backorders, returns, and customer satisfaction levels.
• Identify process inefficiencies, compliance risks, and gaps; lead cross-functional improvement initiatives.
• Utilize data analytics to enhance forecasting accuracy, optimize inventory turnover, and support strategic planning.

Cross-Functional Collaboration

• Partner with the Customer Service team to ensure seamless communication and coordination on customer-facing issues related to order fulfillment, returns, and inquiries.
• Work alongside Sales, Finance, Procurement, IT, and other internal teams to streamline operations and integrate systems effectively.
• Contribute to strategic planning for order management system enhancements, automation projects, and digital transformation efforts.