Customer Experience Analyst

2 days ago

Colmar, United States Dorman Products Full time

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,500 employees across 28 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Publicly traded under the stock ticker DORM, we had revenues surpassing $1.93 billion in 2023.

Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman.

Job Summary

The core purpose of this role is toprovidesupporttotheSenior Analyst and ManagerCustomer Experience rolesinthe day to dayexecutionof requirements. This role is critical in building and maintaining relationshipswith customerswhich includes monitoring service levels, and providing ad hoc support as needed. Thisis a criticalroleinDorman'scontinued journey to grow.

Primary Duties
  • Work cross functionally with internal and external customersat all levels of the organization
  • Communicate with customersand saleson a routine basis and respond to customer/salesissues/inquiries in a timely manner
  • Monitor orders for any extreme spikes and/or other concerns and escalate as appropriate
  • Deliver Monthly Reports tobest connect with andunderstandassigned customerservice/performance
  • Monitor orders to ensure timelyshipping and accurate execution
  • Assistin managingand monitoringcustomerKey Performance Indicators (KPIs), includingexecutingservice improvement plans for KPIs below target
  • Implementactivities needed to achieve sales plan through program execution with collaboration of sales,supply chain, and the customer
  • Audit and load customer contract pricing in SAP.
  • Execute theNPA process with customers.
  • Execute customer programs from PO to Delivery.
  • Review customer deductions & fines/fees for validity and provide back-up/data to finance as needed.
Qualifications
  • Intermediate level Microsoft Office experience required (Word, Excel, and PowerPoint).
  • Must be able to work flexible hours and overtime as required (limited).
  • Ability to travel 10% of the time (travel to customers' offices).
  • Effectively work in a team environment supporting others through coverage, problem solving, and day to day interaction.
  • Knowledge of EDI of SAP preferred
  • Physical Requirement:Capability to lift 20 pounds.
  • Working Conditions:While performing the duties of this job, the employee is regularly required to reach, swivel, carry items from one building to another, and speak and actively listen. Noise level is usually moderate.
Education / Experience
  • Bachelor'sdegree in General Studies/Business preferred
  • 1 year of experience in Logistics and/or Customer Service.2 years ofrelatedexperience preferred.
Core Values & Competencies Driving for Results Displaying Technical Expertise Prioritizing and Organizing Work Championing Customer Needs Driving Continuous Improvement Communicating Effectively Ideation and Innovation Deliver Customer Value Empower Our Contributors Accountability for Results Strive for Excellence

Dorman Products is an equal opportunity employer; we value a combination of ideas, perspectives, and cultures at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status. EEO/AA Employer M/F/D/V.www.DormanProducts.com

#LI-MM1


Nearest Major Market: Philadelphia
Job Segment: Logistics, Supply Chain, Supply, SAP, Operations, Automotive, Technology

  • Customer Experience Analyst

    4 weeks ago

    Colmar, United States Dorman Inc Full time

    Customer Experience Analyst Apply now Date: Oct 18, 2024 Location: Colmar, PA, US, 18915 Company: Dorman Products Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and...

  • Customer Experience Analyst

    2 months ago

    Colmar, United States Dorman Products Full time

    Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering...

  • Customer Experience Specialist

    3 weeks ago

    Colmar, United States Dorman Products Full time

    Job SummaryThe Customer Experience Analyst role is a critical position in Dorman's continued journey to grow. This role provides support to the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements.This includes monitoring service levels, building and maintaining relationships with customers, and providing ad-hoc...

  • Customer Experience Associate

    3 weeks ago

    Colmar, United States Dorman Products Full time

    Job SummaryThe Customer Experience Analyst role is a critical position at Dorman Products, responsible for providing support to the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements. This role is essential in building and maintaining relationships with customers, including monitoring service levels and providing...

  • Customer Experience Manager

    6 days ago

    Colmar, United States Dorman Products, Inc Full time

    Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering...

  • Customer Experience Coordinator

    4 weeks ago

    Colmar Manor, Maryland, United States Dorman Products Full time

    Job SummaryThe Customer Experience Analyst plays a critical role in supporting the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements. This position is essential in building and maintaining relationships with customers, monitoring service levels, and providing ad hoc support as needed. The successful candidate...

  • Customer Experience Specialist

    2 months ago

    Colmar Manor, Maryland, United States Dorman Products Full time

    About Dorman ProductsDorman Products is a leading global organization that has been driving new solutions for over 100 years. We offer an always-evolving catalog of automotive, heavy-duty, and specialty vehicle products, with a family of brands that includes SuperATV and Dayton Parts. Our commitment to innovation and customer satisfaction has earned us a...

  • Customer Experience Coordinator

    3 weeks ago

    Colmar, PA , USA, United States Dorman Products Full time

    Job SummaryThe Customer Experience Coordinator will provide support to the Senior Analyst and Manager Customer Experience roles in the day-to-day execution of requirements. This role is critical in building and maintaining relationships with customers, including monitoring service levels and providing ad hoc support as needed.Key ResponsibilitiesWork...

  • Customer Service Manager

    3 weeks ago

    Colmar, United States London Approach Full time

    We are seeking an experienced and dedicated Customer Service Manager to lead our customer service team and elevate our commitment to delivering a best-in-class customer experience. As the Customer Service Manager, you will play a pivotal role in overseeing the management of private label accounts and ensuring the accurate maintenance and reconciliation of...

  • Customer Service Specialist

    4 weeks ago

    Colmar, United States London Approach Full time

    We are looking for a Customer Service Specialist with strong business-to-business experience to manage client relationships and ensure customer satisfaction. This role involves handling inquiries, processing orders, resolving issues, and collaborating with internal teams to meet and exceed customer expectations. The ideal candidate will have excellent...

  • Customer Service Specialist

    4 weeks ago

    Colmar, United States London Approach Full time

    We are looking for a Customer Service Specialist with strong business-to-business experience to manage client relationships and ensure customer satisfaction. This role involves handling inquiries, processing orders, resolving issues, and collaborating with internal teams to meet and exceed customer expectations. The ideal candidate will have excellent...

  • Customer Service Representative

    4 weeks ago

    Colmar, United States Wawa Full time

    Customer Service Associate Role at WawaAs a valued member of our team, you will be responsible for providing exceptional customer service and creating a positive shopping experience for all customers. Your key responsibilities will include:Welcoming and assisting customers in a friendly and courteous mannerResponding to customer inquiries and resolving...

  • Customer Service Representative

    4 weeks ago

    Colmar, United States Wawa Full time

    Wawa **Job Summary** As a Customer Service Associate at Wawa, you will be responsible for providing an exceptional customer experience. **Key Responsibilities:** * Greet and assist customers in a friendly and courteous manner * Respond to customer requests and complaints in a timely and professional manner * Operate the cash register, scan items, and...

  • Customer Service Liaison

    4 weeks ago

    Colmar, United States Randy Noel - State Farm Agent Full time

    Job OverviewWe are seeking a highly motivated and results-driven Customer Relations Representative to join our dynamic team at Randy Noel - State Farm Agent. As a key member of our team, you will play a vital role in helping our business grow through value-based conversations and exceptional customer experiences.Key ResponsibilitiesCollaborate with our agent...

  • Product Data Specialist I

    3 weeks ago

    Colmar, United States Dorman Inc Full time

    Job SummaryThe Product Data Specialist is responsible for managing core data processes and enhancing/implementing systems to facilitate accurate and timely communication of product data to internal and external customers. Ensure high level of data quality and compliance with industry standards.Key ResponsibilitiesDevelop expert knowledge of Product Data...

  • Area Sales Representative

    4 weeks ago

    Colmar, United States Dorman Products Full time

    About Dorman ProductsDorman Products is a leading global organization in the automotive industry, offering a wide range of products and solutions to customers worldwide. With a strong commitment to innovation and customer satisfaction, we strive to be the go-to partner for our customers.Job SummaryWe are seeking a highly motivated and results-driven Area...

  • Senior National Account Manager

    3 weeks ago

    Colmar, United States Dorman Products Full time

    Job SummaryThe Senior National Account Manager is the primary sales contact for all assigned categories with our largest, most complex account. This sales leadership role will have exposure to the highest-level executives at the customer and Dorman's internal organization.Key ResponsibilitiesDrive sales, profitability, and awareness of Dorman Products with...

  • Area Sales Representative

    3 weeks ago

    Colmar, United States Dorman Products Full time

    Job SummaryThe Area Sales Representative is a key contributor to our sales team, responsible for driving sales growth and customer satisfaction in their assigned territory. This role requires a strong understanding of our products and services, as well as excellent communication and interpersonal skills.Key responsibilities include:Developing and executing...

  • Area Sales Representative

    3 weeks ago

    Colmar, United States Dorman Products Full time

    Dorman Products is a pioneering global organization driving new solutions in the automotive industry. Our mission is to empower our customers with innovative products and exceptional service.Job SummaryThe Area Sales Representative will be the primary contact for jobbers and technicians in the Southeast Region, supporting sales and driving business growth....

  • Area Sales Representative

    4 weeks ago

    Colmar, United States Dorman Products Full time

    Job Title: Area Sales RepresentativeDorman Products is a leading manufacturer of automotive replacement parts, and we are seeking a highly motivated and results-driven Area Sales Representative to join our team.The successful candidate will be responsible for driving sales growth and profitability in their assigned territory, building strong relationships...