Fulfillment Operations Analyst

The Fulfillment Operations Analyst has a commanding role within the company and collaborates with customers and other internal & external stakeholders. The outcome is to deliver world-class service to both internal and external customers. The Analyst role is empowered through professional and personal development training. This role is based in our Jersey City, NJ, or New York City office on a hybrid working model.

Responsibilities:

• Overseeing daily order fulfillment activities
• Strong focus on high-quality customer experience and sustainable solutions
• Proactively analyze existing workflows and provide improvements to optimize Fulfillment Operations
• Work with key stakeholders to identify, assess and create RPA solutions
• Point of contact for our vendors regarding customer requests
• Develop standard operating procedures (SOPs) for order fulfillment
• Preparation of instructions and presenting changes in staff (internal and external) training
• Monitor and improve performance on key indicators
• Collaborate and provide organizational support to the Line Managers
• Generate reports for analysis and evaluate work efficiency and effectiveness
• Coordinate the 2nd level of customer correspondence and agreements

Experience, skills, and qualifications:

• Bachelor’s degree
• 2+ years of customer service experience and familiarity with publishing and order management
• Act as a liaison between business and technical resources
• Proven track record of analytical, interpersonal, and project management skills
• Help design, document, and maintain system processes
• Ability to learn and apply new systems, methodologies, and practices to improve day-to-day work
• Business-level communication skills (oral and written)
• Knowledge of ERP system SAP (preferable)
• Proficiency in MS Office and Google Workspace
• Detail-oriented
• Multitasking capabilities
• A strong customer-oriented focus

#LI-EG1

Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below: 
•    Medical, Dental and Vision 
•    401(k) with company match and contribution
•    Hybrid office working policy, Summer Hours, and paid time off
•    Flexible Spending and Commuter programs
•    Multiple Life insurance options
•    Disability coverage
•    Tuition Assistance
•    Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance
•    Employee Assistance Program
•    Family friendly benefits and a variety of employee discounts
•    An array of Employee Social Networks  

Annualized Base Salary Range: $60,000 – $70,000. The salary offer may vary based on work experience, education and skill level.
 
Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following “Equal Employment Opportunity Is The Law” poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf  
 
Internal applicants: We encourage that you speak to your manager once the interview process has started. At the point of offer acceptance, it is required that you inform your manager.  If for any reason you’re unable to do so, please contact HR who can provide guidance as required.
 
At Springer Nature we value the diversity of our teams. We recognize the many benefits of a diverse workforce with equitable opportunities for everyone. We strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.
 
Visit the Springer Nature Editorial and Publishing website at www.springernature.com/editorial-and-publishing-jobs for more information about our Research E&P career opportunities.