Key Accounts Supply Chain & Customer Operations Analyst

Essential Duties and Responsibilities

What to Expect

As an innovation leader, we seek ambitious, forward‑thinking, open‑minded, and well‑rounded individuals to join our global team. Based at a Gates location in the United States, the Key Accounts Supply Chain & Customer Operations Analyst serves as a primary liaison for key data center and strategic customer accounts, integrating customer service excellence with supply chain performance to support high‑volume, high‑priority product lines.

In this role, you will strengthen relationships between key customers and internal functions—including Supply Chain, Customer Service, Demand Planning, QA, Regulatory, Manufacturing, and Commercial teams—while independently managing customer account needs, supporting supply/demand alignment, and ensuring superior delivery and service outcomes.

Key Responsibilities (to name a few)

Customer & Account Management

• Serve as the primary point of contact for key customer accounts and advocate for their needs across Supply Chain, Customer Service, and Commercial teams.
• Independently manage key customer accounts using customer portals to upload/download orders, review product details, analyze data, and monitor open orders to meet delivery requirements.
• Handle daily inbound inquiries (pricing, availability, backorders, scheduling, shipping/tracking, returns, emergency orders) with an emphasis on first‑call resolution.
• Provide product information, competitive interchange options, and substitution recommendations.
• Use CRM tools to accurately track, manage, and resolve cases.

Supply Chain & Operations Planning

• Collaborate with Supply Chain leadership to translate customer requirements into actionable operational objectives for manufacturing, planning, and procurement.
• Monitor monthly supply requirements and maintain product allocations that prioritize key customer demand using systematic planning and allocation tools.
• Track key customer delivery KPIs and escalate potential issues with urgency and cross‑functional coordination.
• Facilitate and champion the S&OP process for assigned manufacturing sites/value streams.
• Monitor demand trends and proactively communicate supply constraints and availability to Customer Service and Commercial teams.
• Work with production leaders to ensure Supply Chain rules and Planning Master Data are accurate and updated.
• Utilize VCP/Oracle functionalities and APCC BI reporting tools for order management, forecasting, stock management, and analytics.
• Drive production scheduling to build and maintain finished‑goods inventory that supports superior service levels while aligning with inventory and profitability objectives.

Performance Metrics & Continuous Improvement

• Maintain internal performance metrics (e.g., interplant delivery, component inventory health) supporting key customer demand needs.
• Support the Customer Experience (CX) team in achieving monthly departmental performance targets.
• Provide insight into supply/demand imbalances—such as industry shifts or promotional events—and lead cross‑functional mitigation efforts.

Requirements and Preferred Skills

About You

Required

• Minimum 7 years of experience in manufacturing, supply chain, demand planning, customer service, planning, or order fulfillment. Past procurement experience a plus.
• Bachelor’s degree in Business, Operations, Supply Chain, or related field
  (or 8+ years of equivalent applicable experience).
• Proficiency in Microsoft Word and Excel; familiarity with databases.
• Self-driven and comfortable working in fast-paced environment.
• Strong written and verbal communication skills with confident decisiveness and proactive problem‑solving capability.
• High attention to detail and strong time‑management skills.
• Legally authorized to work in the United States without company sponsorship.
• Ability to travel up to 25%.

Preferred

• Experience supporting multiple manufacturing site locations.
• Oracle system experience (VCP/Oracle preferred).
• Advanced Excel skills.
• SQL or database experience.
• Experience in a fast‑paced customer service or operations environment.