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Customer Service Analyst
2 months ago
The Customer Service Analyst will play a crucial role in managing the chain of sales to domestic and export customers from order process through delivery of product to the customer. This includes post-delivery support, ensuring in-spec, in-full, on-time product delivery.
Key Responsibilities- Manage incoming orders against customer forecast and business time fence.
- Facilitate and participate in the order-to-cash process within Supply Chain and with Finance.
- Assist in dispute resolution with customers and sales managers.
- Customer relationship management.
- Direct customers in need of technical support.
- Manage product and customer setup in SAP.
- Manage goods issuing.
- Appropriate use of service level agreements.
- Provide a positive order fulfillment experience for customers.
- Act as an advocate for customers.
- Provide customer feedback to the broader organization.
- Participate in process for cost-effective logistics to customers.
- Maintain and grow customer patronage and sales.
- Manage various systems applications, including SAP, MS Office, and Arkieva, to ensure accurate customer interface and effective supply chain management.
- Participate in relevant segments of inventory management, including mitigating inventory shortages, effective management of customer delivery dates, and maintaining current customer requirements.
- Manage relevant portions of the order-to-cash process, including accurate and timely order entry across multiple channels, promoting utilization of Elemica, and ensuring on-time delivery of products through active collaboration with logistics operations.
- Promote, ensure, and sustain commitment to manage logistics operations with no harm to people, property, and the environment by demonstrating SHEQ and Operations Leadership.
- Ensure compliance of Management of Change (MOC) and action items in relevant areas of responsibility.
- Support the quality management process and provide and participate in the day-to-day activities of Supply Chain to ensure operations meet or exceed the requirements of customers.
- Actively share lessons in customer service performance and best operating practices across the Supply Chain organization, including other functional areas and site logistics and packaging.
- Support the Supply Chain operations and Business teams by identifying improvement opportunities in customer service.
- Serve on function/business committees as needed, representing the area of responsibility.
- Provide leadership and company focus for customers and external service providers.
- Support the Customer Service and Infrastructure Manager in the management of SGA costs.
The ideal candidate will have a BS/BA in Logistics/Supply Chain Management or equivalent, with 5+ years of experience in customer service and related industry experience. SAP (sales and distribution) experience is required.
The candidate should possess strong interpersonal and communication skills, a track record of driving performance and accountability, and a strong customer service knowledge and ability to learn and stay abreast of industry changes.
The candidate should also have the ability to manage, progress, and deliver multiple and competing priorities, a proven commitment and delivery of SHEQ compliance, and the ability to positively influence others and promote a philosophy of teamwork and collaboration.
