Customer Operations Analyst
Location: Lisle, IL
Department: Customer Operations
Reports to: Director, Continuous Improvement & Programs
Position Summary:
The Customer Operations Analyst supports acquisition and customer integration analytics, including customer and ship-to-mapping, pricing readiness, item cross-reference validation, EDI readiness, fulfillment transition analysis, and leadership reporting. this role requires strong analytical skills, collaboration, and the ability to turn complex data into insights that improve service, reduce risk, and support scalable growth.
This position also supports data-driven visibility and process improvement across the customer order lifecycle, from order capture through fulfilment, invoicing, credits, and deductions. This role partners with the IT Data Analytics team to develop and refine the enterprise Order to Cash data model, enabling accurate reporting on order status, customer performance, fulfillment execution, and process exceptions.
Key Responsibilities:
Acquisition & Customer Integration Analytics
- Support analytics and project coordination for acquisitions, customer transitions, ERP migrations, and shipping-point changes.
- Analyze legacy customer, item, order, pricing, ship-to, invoice, and EDI data to support integration planning.
Order to Cash Analytics & Process Visibility
- Analyze data across the Order to Cash process, including order capture, customer setup, pricing, inventory availability, allocation, fulfillment, shipment, invoicing, returns, credits, deductions, and collections.
- Identify process bottlenecks, order exceptions, service failures, data issues, and root causes impacting customer experience or operational efficiency.
- Develop reporting that provides visibility to order status by customer, account, ship-to, item, warehouse, carrier, and fulfillment path.
- Support root cause analysis for recurring O2C issues and recommend corrective actions.
- Partner with IT Data Analytics team and Master Data to define, develop, validate, and refine the enterprise Order to Cash data model.
- Validate relationships between systems including ERP, WMS, TMS, EDI platforms, customer portals, and reporting environments.
- Help define business rules for order status logic, exception categories.
Dashboarding, Reporting, & KPI Development
- Develop and maintain dashboards and reports for O2C performance, customer integration, order visibility, and operational readiness.
- Support the implementation of new technologies, reporting tools, and workflow automation capabilities.
- Develop and maintain dashboards and reports to drive customer operations productivity.
Cross-Functional Business Support
- Collaborate with Sales, Master Data, Customer Service, Operations, Finance, IT, Data Analytics, Supply Chain, and EDI teams.
- Support process improvement initiatives that reduce manual work, eliminate rework, and improve customer service.
- Assist with documenting current-state and future-state O2C processes.
Financial Benefits
- Customer execution of committed Thrasher project or $13.3M benefit
- Order to Cash (OTC) Savings of $140K (or 1% of T12M $14M) total Fines and Fees
Skills Required
- Strong analytical skills and ability to turn complex data into insights
- Experience analyzing legacy customer, item, order, pricing, ship-to, invoice, and EDI data
- Knowledge of Order to Cash processes including order capture, fulfillment, invoicing, returns, credits, and deductions
- Experience validating relationships between ERP, WMS, TMS, EDI platforms, customer portals, and reporting environments
- Developing and maintaining dashboards, reports, and KPIs for O2C performance and order visibility
- Support for acquisition/customer integration analytics, ERP migrations, and fulfillment transition analysis
- Collaboration with cross-functional teams (Sales, Master Data, Customer Service, Operations, Finance, IT, Data Analytics, Supply Chain, EDI)
- Ability to document current-state and future-state O2C processes and define business rules for order status and exceptions
Highline Warren Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Highline Warren and has not been reviewed or approved by Highline Warren.
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Healthcare Strength — Health coverage is described as solid, with a Blue Cross Blue Shield PPO option and generally decent pricing for family coverage. Medical, dental, and vision are part of the standard offering.
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Retirement Support — A 401(k) plan with a company match is available. Matching contributions are noted alongside a multi‑year vesting schedule to confirm for the specific role.
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Leave & Time Off Breadth — Paid time off, paid holidays, and floating holidays are included in the package. Scheduling flexibility and acceptable PTO are noted in some roles.
Highline Warren Insights
What We Do
Highline Warren is North America's premier distributor of automotive oils, chemicals and consumable products, offering strategic manufacturing and market exclusives such as MAG 1®, Prime Guard®, Rain-X® Windshield Wash and BlueDevil®. With an ever-growing brand portfolio, multiple manufacturing and distribution facilities across North America and investments into new capabilities and technology, Highline Warren is able to service 99% of the United States more efficiently and effectively than ever before. For more information, please visit: www.highlinewarren.com
