Customer Service Sales Analyst

1 week ago

New Rochelle, New York, United States Zekelman Industries Full time

About Us:

Zekelman Industries is a leading manufacturer of tubular and related products, providing outstanding service to our valued customers.

We seek to continuously advance the skills and opportunities of our employees, utilizing the latest technology and management tools available to consistently increase profitability and the enterprise value of Zekelman Industries and of our customers.

Job Description:

The Customer Service Sales Analyst plays a critical role in enhancing the customer experience at Zekelman Industries by combining exceptional analytical skills with a strong focus on customer service.

This role is dedicated to understanding customer needs, analyzing service performance, and facilitating effective communication between customers and internal teams.

Key Responsibilities:

  1. Develop a comprehensive understanding of customer needs and expectations, leveraging data analysis to align internal processes and track team progress effectively.

  2. Foster strong, professional relationships with both customers and internal teams, adopting a collaborative approach to meet and exceed customer service expectations.

  3. Prepare and analyze reports on key performance metrics, utilizing data to monitor service levels, identify trends, and provide actionable insights to enhance customer satisfaction.

  4. Recognize patterns in customer interactions and service metrics to anticipate potential issues or opportunities for improvement, driving proactive solutions.

  5. Understand and contribute to the company's market strategy, using analytical insights to support and achieve business objectives and improve customer service outcomes.

  6. Identify and recommend opportunities for service enhancements, implementing solutions to address customer feedback and improve overall service quality.

  7. Actively participate in regular conference calls and meetings, both internal and external, to ensure alignment and address any customer-related issues or updates.

  8. Serve as a SAP Super User, including testing new transactions and participating in IT projects to enhance system functionality and support customer service goals.

  9. Export and import data into customer platforms and operating systems, ensuring accurate and efficient data transfer to support customer interactions and service delivery.

  10. Be prepared to travel to various company locations as needed to support customer service initiatives and internal projects.

  11. Respond swiftly and effectively to additional tasks and requests, demonstrating a proactive and flexible approach to meet evolving needs.

Requirements:

  • Bachelor's degree in Business, Information Systems, or a related field is required.

  • Minimum of 3 years of experience in a sales or customer service role, with a strong preference for backgrounds in manufacturing or industrial sales.

  • Demonstrated experience in roles that required significant analytical and customer service skills.

  • Thorough knowledge of Microsoft Office Suite (Excel, Word, Outlook) with advanced skills in Excel, including pivot tables, VLOOKUP, and complex formulas, for data analysis and reporting.

  • Experience with SAP, APO, Netsuite, or Anaplan is highly desirable.

  • Familiarity with customer relationship management (CRM) systems and data integration platforms is a plus.

  • Experience with exporting and importing data into customer platforms or operating systems is a significant advantage.

What We Offer:

Zekelman Industries offers competitive compensation and excellent benefits, including low-cost, high-quality medical and dental benefits. In addition, we have an amazing tuition assistance program, a bonus plan, a 401(k) plan with a generous company match, immediate vesting, and much more.

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