What are the responsibilities and job description for the Customer Operations Analyst position at Taylor Farms?
About Taylor Fresh Foods, Inc.:
Taylor Fresh Foods, Inc. is dedicated to being North America’s favorite maker of salads and healthy fresh foods. Our “Taylor Family” includes over 24,000 team members who are passionate about making high quality, great tasting products for families across North America. As we continue to rapidly grow, we have a career opportunity available for a talented and motivated individual to join our Taylor Farms New Jersey team as a Customer Operations Analyst in our Swedesboro, New Jersey location.
Job Summary:
The Customer Operations Analyst enhances Customer Relations by developing SOPs, supporting training efforts, assisting in the creation and tracking of KPIs, and owning targeted process improvement projects under the direction of Customer Relations leadership. This role collaborates cross-functionally on initiatives such as customer onboarding workflows and training platform development, contributing to both tactical execution and long-term strategic improvements. The ideal candidate is a strong communicator, highly organized, and driven by team success—providing support for process enhancements while also assisting with day-to-day operations within the Customer Relations department.
Key Responsibilities:
1. Process Optimization & SOP Development
Help create and update SOPs for customer service workflows to drive consistency and efficiency.
Identify process gaps and recommend automation or simplification opportunities.
Collaborate with Sales, Supply Chain, and IT to align and scale processes.
Support implementation and accessibility of training platforms (e.g., Whale.io, Trainual, SharePoint).
2. KPI Development & Performance Insights
Assist in developing and maintaining Power BI dashboards or customized Excel reports that provide real-time insights into customer health and team performance.
Analyze order trends, service level metrics, and customer fulfillment expectations.
Support the enhancement of Microsoft Dynamics D365 and related tools within the Microsoft ecosystem.
Present data-driven insights and training outcomes to Customer Relations leadership to support decision-making and improvement initiatives.
3. Targeted Project Ownership (with guidance)
Support scoped projects: such as customer onboarding workflows, training hub development, or service-level tracking with input from Customer Relations leadership.
Coordinate project timelines, task assignments, and check-in.
Track milestones, gather feedback, and adjust plans to support effective implementation and adoption.
4. Operational Support & System Maintenance
Support daily operations including PO entry, order verification, and service issue resolution.
Maintain data accuracy and assist with troubleshooting in Microsoft Dynamics D365.
Monitor and document recurring service-level issues and support resolution workflows.
Qualifications:
- 3–5 years of experience in customer service, process improvement, or project coordination.
- Demonstrated success in SOP development, training content creation, and cross-functional collaboration.
- Working knowledge of EDI technology.
- Experience analyzing customer trends and identifying actionable insights.
- Proficiency in ERP and/or CRM systems (preferably Microsoft Dynamics D365), Power BI, and Microsoft Excel.
- Familiarity with tools such as Asana, SharePoint, Trainual, or Whale.io is a plus.
- Strong written and verbal communication skills, with the ability to effectively present insights to leadership.
- Highly organized, adaptable, and proactive, with a continuous improvement mindset.
Required Schedule:
Onsite Monday-Friday, 8:30 AM - 5:00 PM
