Customer Service Analyst at Universal Music Group

| Greater LA Area
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We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute, and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD:

We are a leading Consumer Products Company in the Media and Entertainment Sector. We produce, distribute, and promote the most acclaimed and commercially successful entertainment product to delight and entertain fans around the world. The specific group is responsible for managing the end to end Supply Chain to set up, manufacture and distribute time-sensitive media product to a very demanding retail and consumer market.

The Customer Service Analyst will manage daily sales order processing and communication with the distribution center and internal cross-functional teams for our mid-size retail customers. In addition, the role will be responsible for managing special projects in the warehouse, gathering and analyzing data, observations and trends and reports to present a clear picture of the customers' accounts and ways to improve it. The initial focus for the Customer Service Analyst will be to manage the customers requiring value-added-services with cross-training in other areas of the business.

How you'll CREATE:
Customer Service Analyst Responsibilities:
Order Management 

  • Enter or process orders received via EDI or email into the order management system
  • Ensure order on-time fulfillment and follow up to ensure successful delivery
  • Provide customer service coverage over telephone and email
  • Assist with queries originating within Manufacturing and Distribution Centers in relation to orders, deliveries, product information and release dates
  • Manage aspects of the return's administration process for key accounts
  • Liaise with 3PL Service Providers and operational team members
  • Provide back up support to other team members in the Customer Service Department
Value-Added Service Management 
  • Review sales orders, determine customer requirements, gather appropriate pricing for added services, and prepare work orders for the distribution center
  • Gather requirements and cost, communicate project details, and manage completion with the warehouse on non-compliant product reword, labeling, kitting and final assembly, as well as product inspection and compliance activities
  • Analyze customer order behavior and identify opportunities to improve operational efficiencies and reduce cost -to -serve
  • Focus on continuous improvement, consistently look for ways to improve current processes, procedures, and methodologies in an effort to reduce cost, and improve efficiency
  • Performs special projects and ad hoc analysis as requested by management
  • Take ownership of KPIs, results and continuous improvement as well as personal performance targets
  • Generate weekly, monthly or ad hoc reporting and data modeling on key metrics, trends, and costs to be shared with Supply Chain Management
  • Strong team player and collaborate well within the Customer Service team and with other UMG Operations Teams to improve end to end business processes

Bring your VIBE:

  • 1-2 years' experience and proven, positive track record in an order management role with value-added service requirements (kitting, final assembly, product re-work, and special labeling)
  • A minimum of 1-2 years of experience in a customer-facing role
  • Any experience with Retailers such as Urban Outfitters or Cracker Barrel, is beneficial
  • Strong analytical and math skills, including gathering data, analyzing data using tools like Excel to turn data into accurate & concise management summaries with recommendations and action plans
  • Demonstrated ability to analyze data and trends, make educated conclusions based upon data, prioritize and execute transactions driving real results
  • Knows how or where to obtain information; is resourceful
  • Manages timelines; deals effectively with pressure
  • Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards of day to day process requirements
  • Able to work independently with limited supervision
  • Good communication skills, both written and oral
  • Expresses written ideas, thoughts, facts, and recommendations in a clear, convincing, and organized way
  • Ability to effectively relate to and communicate with people at all levels of the organization, including supply chain partners
  • Takes initiative and seeks increased responsibilities
  • General understanding of sales order management, including logistics and general warehouse operations
  • Positive attitude and team player
  • Problem-solving and decision-making skills
  • Strong working knowledge of Microsoft Office applications (Access, Excel, PowerPoint, Visio, etc.)
  • Bachelor's Degree preferred

 Perks Playlist:

  • Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
  • Paid Time Off – Paid Holidays, "Gift Week", Summer Fridays
  • Student Loan Repayment Assistance
  • Employee Developmental Support
  • Annual Gym Reimbursement Package
  • Pet Insurance, plus much more!
 Universal Music Group is an Equal Opportunity Employer
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UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles
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