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Customer Service Analyst

2 months ago

Rockford, United States JL Clark Full time
Job Details

Job Location
Rockford Metals - Rockford, IL

Position Type
Full Time

Education Level
2 Year Degree

Job Shift
1st Shift

Job Category
Customer Service

Description

Position Summary:

Works directly with customers, sales, production planning, quality, and shipping personnel. Enters sales orders, answers inquiries (internal and external), aids in resolving customer questions and complaints, and monitors promised delivery dates and order quantities. Analyzes information from ERP/CRM system and acts upon alerts and information accordingly. Responsible for complying with all safety policies and practices. Always performs duties with the goal of satisfying the customer

Duties and Responsibilities:
  • Presentation to customers is in a professional manner.
  • Administratively manages and acts upon all customer orders (i.e. order entry, forecasting firm purchase orders/releases, inquiries, complaints, production status, shipment status.)
  • Analyzes and edits customer orders and inquiries, obtaining appropriate information and responding by written and verbal communications. This would include status reports, artwork, correspondence, etc.
  • Responds to customer inquiries that require a decision of content of information that is being communicated to the customer.
  • Process and manage all CCRs for assigned customers.
  • Transmits verbal and written information from customers to sales personnel and various internal departments.
  • Requests art, product, and tool service estimates based on quotation inquiries from customers and/or sales personnel.
  • Manage and analyze steel and coating inventories for key flat sheet accounts.
  • Initiates and manages new product launches, ASOs, contract reviews, request for pricing, new part numbers, printing plates, etc.
  • Participates and gives direction in daily Litho meeting and weekly shipment meetings.
  • Coordinate customer order shipment with JLC Shipping Team Leader.
  • Prepare customer order invoices.
  • Maintains running forecast of monthly sales dollars.
  • Communicates changes in customer forecasts to Production, Planning, and Sales Representatives.
  • Generates status reports to ensure on-time delivery.
  • Maintains all customer complaints to ensure a timely response.
  • Prepares and sends customer requested samples.
  • Performs other special assignments duties as assigned.
IN AN 8 HOUR WORKDAY THE EMPLOYEE WOULD:

ACTIVITY

CONTINUOUSLY

(67%-100%)

FREQUENTLY

(34%-66%)

OCCASIONALLY

(1%-33%)

NEVER TO SELDOM

SIT

X

STAND

X

OPTIONAL

SIT / STAND

X

WALK

X

LIFT / 1-10#

CARRY

X

LIFT /11-20#

CARRY

X

LIFT /21-25#

CARRY

X

LIFT / 25-50#

CARRY

X

BEND

X

SQUAT

X

TWIST

X

CLIMB

X

PUSH/PULL

35 lb.

X

REACH

OVERHEAD

X

KNEEL

X

CLIMB STAIRS

X

REACH ABOVE

SHOULDERS

X

WALK ON

UNEVEN SURFACES

X

EMPLOYEE USES HAND FOR REPETITIVE ACTION:

RIGHT HAND LEFT HAND

Simple Grasping o Ye s n No o Ye s n No

Fine Manipulating o Ye s n No o Ye s n No

Medium Dexterity n Yes o No n Yes o No

Forearm Rotational Movement o Ye s n No o Ye s n No

Power Grip o Ye s n No o Ye s n No

Pushing / Pulling o Ye s n No o Ye s n No

Bimanual Dexterity n Yes o No n Yes o No

Employee uses feet for movements

for operating foot controls o Ye s n No o Ye s n No

Qualifications

Education, Training & Experience:
  • Bachelor's degree preferred, or equivalent (Associate's degree and relevant work experience).
  • Course work in accounting, sales and marketing helpful.
  • Approximately two (2) years of related work experience preferred.
  • Familiarity with sales, service and customer relations policies.
  • Working knowledge of Microsoft Office products (Word, Excel, Access).