Customer Operations Analyst

Customer Operations Analyst

The role of Customer Operations Analyst has expanded beyond traditional customer support to become a source of insightful, strategic guidance – serving as a trusted advisor externally to our customers and internally across TI as the voice of the customer. 

With holistic accountability for the entire account, you’ll proactively maintain a pulse on comprehensive account health and oversee the entire order-to-cash cycle to guarantee a consistently great customer experience throughout the entire order fulfillment process. 

In close collaboration with Sales, you’ll utilize deep insights into customer needs, market dynamics, and TI’s strategic priorities to proactively navigate, influence, and align relationship strategies – creating mutual value and a customer experience that consistently delights. 

What you will gain from the role

• Strengthen your knowledge of TI’s order fulfillment processes and semiconductor market
• Broaden your network through close interactions with various internal stakeholders
• Boost your business intelligence by combining data analytics with market insights to drive operational strategy
• Build and maintain influential relationships and thought partnership with Sales, Operations and Business Unit Leadership

Primary responsibilities

• Develop an in-depth knowledge of the customer’s supply chain process, ordering methods, business model and their market sector 
• Build strong relationships with various internal groups: Sales, Inventory Product Operations, Customer Onboarding, Business Units, Quality, Pricing, Receivables & Credit and many others to understand their care abouts and their impact on your customers’ needs 
• Advocate on customers’ behalf by effectively articulating customers’ needs internally across functions and drive for solutions to increase customers satisfaction 
• Build mutually beneficially partnerships by supporting and selling TI’s strategies to customers’ 
• Understand customers’ markets and trends to assist business forecasting and anticipate disruptions 
• Identify root causes that lead to disruptions in customers’ order fulfillment process and drive internal alignment to resolution (short- and long-term) and ensure timely execution of deliverables
• Provide regular updates on account status to senior leaders – internally and externally 
• Monitoring of various customer and order fulfillment metrics, analytics and reporting and driving respective strategy based on business intelligence gained 
• Represent TI and support Sales in various customer meetings and negotiations, incl. travel to customer sites across Americas
• Collaborate across other Regional Customer Operations teams for best practice sharing and alignment on process standardization 
• Consistently monitor processes and workflows for optimization and digitization potential and drive towards implementation with respective teams 
• Monitor and enforce TI’s business terms and drive behavior change as needed 

Minimum requirements:

• Bachelor's degree in Operations, Supply Chain, Business or related
• 2+ years of relevant experience 

Preferred qualifications:

• Strong verbal and written communication skills
• Demonstrated strong analytical and problem solving skills
• Ability to work in teams and collaborate effectively with other stakeholders across the company
• Ability to take the initiative and drive for results
• Strong time management skills that enable on-time delivery
• Ability to work effectively in an interrupt-driven, fast-paced and rapidly changing environment
• Demonstrated ability to build strong, influential relationships
• Proven experience influencing opinions and gaining consensus
• Possess high energy, helpful attitude, be self-motivated, and be able to consistently contribute towards a positive work and team environment
• Ability to multi-task and handle conflicting priorities in an operational environment
• “Can do” attitude with the ability to overcome obstacles 
• Results-driven with strong sense of urgency and accountability
• Motivated self-starter with the ability to work independently while effectively communicating progress updates vertically and laterally
• Ability to navigate in ambiguous circumstances yet keep an eye on the big picture
• Excels in building effective partnerships, influencing and collaborating across global cross-functional teams
• Strong analytical skills and curious mindset
• In-depth knowledge of Microsoft Office Suite