Customer Service Analyst

Position Overview

This position is responsible for providing excellent customer service and order management while maintaining strong professional relationships with assigned customers, sales and supply chain teams and external business partners. The Customer Service Analyst will be required to use analytical tools, reports, and partnerships to identify operational gaps and develop sustainable solutions to maximize internal and external efficiency and customer satisfaction.

Key Responsibilities

• Receives, enters and manages customer purchase orders from order receipt via shipment in cooperation with haulers and warehouses to order billing and registering customers complaints. Prepares, collects and archives shipping/export documentation. Manages portfolio that includes strategic customers, as applicable.

• Analyze customer and logistics data to include service performance (scorecards), number of orders, frequency, shipments, and effective systems and periodic updates to monitor and advise Account Managers and CS Manager on order status, issues or outlook.

• Manages customer and business partners queries and data: answers question, investigates and provides solutions, processes master data and other requests.

• Ensures customer satisfaction through proactive communication with customers and business partners to gauge satisfaction levels and resolve as needed.

• Investigates and assists with implementing proactive methods for continuous improvement by participating in data analysis and forming corrective action plans for maintaining and improving service, reducing detention.

• Utilize analytical tools, systems and data to report business KPI performance and identify and lead service improvements with assigned customer and CCI initiatives.

Required Qualifications

• Bachelor's Degree preferred in Customer Service, Supply Chain, Logistics, Business or related field.
• 3-6 years preferred experience in Customer Service, Distribution, Logistics or Supply Chain.
• Excellent interpersonal and relationship management skills.

Dimension

This function interacts daily with cross-functional peers and leaders across business units in organization. Internally deals with Sales, Technical Services, Supply Chain, Commercialization, Business/Demand Analysts, QA, Pricing, Distribution, Transportation. Interact daily with multiple external customers, carriers and other business partners.

Works with defined procedures and tasks providing service to customers and internal and external business partners. Takes active role in proposing and suggesting process improvements.

Resolves difficult and complex problems (rejections, manufacturing shortages, deliveries, shipping issues) to ensure customer satisfaction and adherence to company policies. Sometimes evaluates exceptions under circumstances not covered by procedures.

This function has direct impact on business by ensuring management of the customer orders and other tasks being performed. Regularly affects many functions, but could at times affect the plant, distribution centers, quality, sales teams.