Customer Service Analyst I

Description

Job Summary: This role focuses on maintaining positive customer and team relationships, managing order processing, and providing comprehensive customer support while utilizing various systems. Key Highlights: 1. Establish and maintain positive relationships with customers and teams. 2. Manage the order portfolio from entry to delivery. 3. Coordinate customer complaints, returns, and respond to document requests. Key Activities and Responsibilities * Establish and maintain positive working relationships with your team, manager, and customers. * Communicate effectively by phone and electronically. * Provide customer-centric service to assigned accounts; * Use a variety of systems to enter and complete transactions. Primarily the SAP system. * Manage the order portfolio (from order entry, through order processing, confirmation of commercial terms, product availability, and order status, to material delivery). * Work with interfacing departments to obtain information or instructions to respond to customer requests. * Coordinate customer complaints and material returns. * Respond to requests for document shipment (MSDS, Certifications, etc.). * Follow all applicable ISO procedures. * Support sales representatives in a variety of tasks, such as: providing relevant information for the sales portfolio, customer registration data, order status information, etc. * Provide and communicate relevant customer information to other departments: forecasts, personnel changes, address changes, receiving times, special processes, commercial changes, etc. * Maintain up-to-date customer service-related information: customer notes, email, telephone, special instructions, etc. * Complete work within defined deadlines; * Participate in calls and visits (internal and external) with customers (accompanied by sales representatives). * Work with the sales representative to reduce obsolete inventory. * Provide market or account intelligence obtained through customer contact. * Use Customer Service department reports and system queries to drive activities that ensure superior customer service. * Analyze various reports for sales representatives, identify business opportunities, and boost sales. **Essential Duties \& Responsibilities** * Assist Customer Account Representatives with a variety of tasks. * Develop and expand customer duties and responsibilities. * Establish and maintain positive working relationships with your team, supervisor and customers. * Work with customer orders from order entry to delivery and invoicing. * Communicate effectively over the phone and electronically. * Use a variety of systems to enter and complete transactions. * Develop an understanding of our products and services, those of customers and those of our competitors. * Meet time management expectations. * Key inside contact for specific customer/seller base. * Process incoming orders, confirm pricing and availability of product. * Advise customers of order status. * Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc. * Timely and accurate administration of sales orders, customer complaints, material returns and credits. * Answer price and availability questions. * Respond to customer literature requests for MSDS, Certifications, etc. * Follow all applicable ISO procedures. * Use system reports and inquiries to drive activities that ensure superior customer service. * Maintain customer service related information for customer accounts; customer notes, e\-mail, phone, special instructions, etc. * Process new customer/update requests. * Provide market or account intelligence gained through customer contact. * Participate in customer calls and visits with sellers. * Proactive communication with product supply reps and shipping department of any order changes customer initiates. * Work with seller and PSRs to reduce aged inventory. **Scope** Individual contributor. Budget: None. Sales Revenue: Territory specific.