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Customer Service Analyst

2 months ago

Houston, Texas, United States Service Supply Full time

Job Summary:

This role is responsible for managing a group of customer Vendor Managed Inventory (VMI) programs and communicating daily with internal and external parties regarding any shortages and obstacles. The ideal candidate will facilitate daily Inventory Manager Inquiries and customer inquiries via phone, email, or other correspondence, while growing accounts VMI programs through sales and projecting a professional company image through personal interaction with the customer.

Key Responsibilities:

  • Manage the overall customer program orders on a daily basis.
  • Fix and work cross-functionally on all programmed order blocks in SAP.
  • Manage additions, changes, and deletions to the customer programs.
  • Work daily with internal inventory managers to expedite, update, and facilitate parts to the customer production line.
  • Update daily internal program backorder report and communicate it internally and externally as required.
  • Analyze customer programs and provide solutions to achieve a 100% on-time rate.
  • Analyze customer bin turn ratios and report findings and recommendation solutions monthly.
  • Continuously identify opportunities to improve our customer programs.
  • Communicate daily workload to the Business Unit Manager and escalate obstacles daily.
  • Manage and facilitate all customer complaints, returns, invoicing issues through SAP.
  • Ensure all open customer complaints are managed through to completion.
  • Support Business Unit Manager with Quotes as directed.
  • Support order entry as directed.
  • Follow-up on customer inquiries, open quotes, and unresolved requests to ensure resolution.
  • Collaborate with the team to identify, research, and resolve customer issues using SAP.
  • Follow company guidelines to establish selling prices and profit margins.
  • Support with new customer implementations and implementations for existing customers.
  • Answer phones and respond to customer requests via phone, fax, email, or other means.
  • Ensure complete customer satisfaction by providing prompt, courteous service and quality products.
  • Represent the company professionally at all times in a customer relations capacity.
  • Perform other duties as assigned.

Requirements:

  • Bachelor's Degree preferred. High school diploma/GED and minimum 1-3 years customer service/inside sales or related experience required.
  • Intermediate experience in Microsoft Outlook, Word, and PowerPoint.
  • Intermediate to Advanced Excel skills.
  • SAP skills are advantageous.
  • Ability to analyze data to make decisions and implement changes for the customer base.
  • Ability to work cross-functionally to achieve required goals.
  • Required to have a high level of detail in the output of work.
  • Ability to take projects and own them from start to finish.
  • Must be able to verbalize thoughts and information via Excel clearly and concisely.
  • Ability to work with mathematical concepts through Excel functions that deliver business-critical information related to our industry requirements.
  • Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists required.
  • Ability to interpret a variety of instructions furnished through written, oral, Excel, or other forms required.
  • Advanced judgment and decision-making skills.
  • Must occasionally lift, carry, or move up to 25 lbs.