Customer Support Analyst

4 weeks ago

Nashville, United States Atmus Filtration Technologies, Inc. Full time
Job Description

Responsibilities include customer inquiries via inbound phone calls, review and respond to emails via Service Cloud, and customer portals. Claim inquiries include processing credits, debits, and returns for materials per customer requests, and completing invoices for Aftermarket filtration products.

Responsibilities

Key Responsibilities:
  • Responsibilities include customer inquiries via inbound phone calls, review and respond to emails via Service Cloud, and customer portals. Claim inquiries include processing credits, debits, and returns for materials per customer requests, and completing invoices for Aftermarket filtration products.
  • Manages assigned customer accounts and resolve requests related to order inquiry and processing, resolving ECQ outfiles, processing credits, debits, and returns for materials per customer requests, and completing invoices for Aftermarket filtration products.
  • Liaise with Sales and Material teams to retrieve recovery build plans, address backorders orders, coordinate expedites, and other tasks associated with meeting customer demand.
  • Collaborate on AR/AP issues and process debits and credits in according to SOx requirements to ensure prompt, accurate, and timely throughput to aid in achievement of financial targets.
  • Conference calls are possible for some customers to review open and past due orders based on customer need.
  • Demonstrate understanding of customer support / order management policies, procedures, metrics, and deliverables.
  • Maintain accurate records of all internal and external interactions in the appropriate database/system, including Customer Relationship Management (CRM) systems.
  • Assist in part cross-reference set up and updates in order management system.
  • Responsible for assigned customer accounts for the entire order life cycle (order entry/modification, and escalations; responsibilities may include logistics management) to ensure orders are shipped to agreed deadlines.
  • Act as the single-point-of-contact to Atmus' customers, parts distribution centers and/or manufacturing plants and cross functional departments within the Supply Chain to process and fulfil customer orders; providing timely and accurate documentation with continual communication to customers throughout the process.
  • Support organization with hosting customer visits at local facility. May be required to travel to customer facility.
  • Ensure customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation


Qualifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. College or equivalent degree preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Base salary range: $44,800 to $67,200.00/yearly - (Hourly Position)

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate's qualifications and experience, where appropriate.

About Us

We are deliberately working towards a brighter future. Our daily actions consider what is important to our people, our customers and our planet. We are focused on performance, durability and sustainability to serve the world better.

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