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Customer Success Analyst
2 months ago
Kelaca is seeking an Customer Success Analyst for our client partner in Garner, NC. Our client provides customized sustainable 3PL solutions for life science clients through state-of-the-art technology services, warehousing, logistics, value-added services, and customer service support, all within our integrated and validated ISO 13485 quality system. The Customer Success Analyst is an integral part of the team and is pivotal in delivering comprehensive logistics and warehouse operations support to internal and external customers. They are responsible for a range of critical duties, including processing sales orders into the 3PL WMS system, responding to customer inquiries promptly and efficiently, utilizing research and problem-solving skills to resolve any customer issues that may arise, generating and distributing reports, and working cross-functionally with other departments such as finance, implementation, and sales.
Furthermore, the Customer Success Analyst provides critical backup support for tactical operations, such as purchasing, LTL scheduling, and incoming/outgoing dock management. The Customer Success Analyst is a highly versatile and adaptive professional adept at handling multiple tasks simultaneously while maintaining high accuracy and attention to detail. Their extensive knowledge of logistics and warehouse operations and their interpersonal ability to collaborate effectively with others make them invaluable assets to the organization.
Key Responsibilities:
- Provide exceptional logistics and warehouse operations support to internal and external customers via phone, text, email, and MS Teams, ensuring that their needs are met quickly and efficiently.
- Process sales orders, returns, and ASNs via the 3PL WMS system accurately and efficiently, ensuring that all customer requirements are met in a timely manner.
- Monitor and report on the delivery of customer medical devices and pharmaceutical products, proactively addressing any issues or discrepancies that may arise.
- Investigate and correct logistics and operational discrepancies, reaching out to external customers as necessary, and providing timely and effective solutions.
- Provide backup support and perform duties as needed for procurement, scheduling, inventory control, and operational associates, demonstrating flexibility and versatility in managing multiple tasks and responsibilities.
- Conduct inventory cycle counts and participate in year-end inventory counts as needed, ensuring accurate and timely tracking of inventory levels and compliance with corporate policies and procedures.
- Maintain compliance with all corporate and regulatory policies, staying up to date with industry trends and best practices to provide outstanding service to customers.
- Assist with the training and development of associates as needed, sharing knowledge and skills to help team members reach their full potential.
- Analyze and evaluate information to choose the best solution to solve problems or address issues, utilizing strong critical thinking and problem-solving skills to identify and implement effective solutions.
- Perform other duties as assigned, demonstrating flexibility and adaptability in responding to changing priorities and requirements.
Skills and Experience:
- Possess a high school diploma or equivalent, and further education or certification in a relevant field is preferred.
- Have 1 to 3 years of relevant experience in a similar role, demonstrating a proven success and accomplishment track record.
- Exhibit excellent attention to detail, organizational and time management skills, and the ability to multitask and manage priorities in a fast-paced, deadline-driven environment.
- Display exceptional analytical, problem-solving, and decision-making skills, able to effectively troubleshoot and resolve issues that may arise.
- Possess strong written and interpersonal communication and customer service skills, capable of building relationships and providing excellent service to internal and external stakeholders.
- Be self-directed and able to work independently while being a strong team player who can collaborate effectively with colleagues across departments.
- Demonstrate proficiency in general computer operations, with a solid knowledge of Microsoft Outlook, Word, Excel, PowerPoint, and ERP systems preferred. The ability to learn new software and tools quickly is essential.
- Be able to work in a fast-paced environment with a sense of urgency and dedication to achieving goals and targets.
Work Environment and Physical Demands:
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, and feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; taste and smell. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee will be exposed to a noisy environment that varies from hot too cold in temperature. The physical demands described here must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
