Essential Duties and ResponsibilitiesWhat to ExpectAs 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 SkillsAbout YouRequired- 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.
PAY & BENEFITS- Full-Time
- Salary Range: $120,000 - $140,000
- Relocation is not provided
- Medical, Dental, Vision insurance and other voluntary benefit options: benefits begin on the first day of the month immediately following your date of hire
- Eligible for 3 weeks of paid vacation + 11 holidays (9 scheduled & 2 floating) + 8 sick days. All vacation days are accrued
- 401(k): 3% company contribution and additional 3% company match
- Tuition Reimbursement
