Customer Service Analyst

Primary Responsibilities:

• Ability to communicate effectively and professionally with customers. Digest large amounts of data quickly, deal with ambiguity, be decision-oriented, a quick learner and open minded
• Manage OE orders for Commercial Seating & Furniture, acting as the primary contact.
• Process and monitor all customer issues and concerns, from initiation to closure using a combination of CRM and ERP systems
• Verify order details: part numbers, quantities, pricing, and shipping info.
• Work closely with various departments within the organization to ensure required information and support is provided to resolve customer issues
• Ensuring all necessary flow-downs to supply chain, shipping, quality, and other stakeholders are communicated timely and accurately
• Achieve all key performance indicators and achieve best in class performance
• Participate in continuous improvement initiatives
• Address inquiries on order status, pricing, delivery, cancellations, and returns.
• Responsible for small projects as directed and guided by management and senior colleagues by applying knowledge and experience from previous roles
• Adheres to and participates in all EHS practices and standards across the site, including but not limited to proactive reporting of observed hazards and recommendations to ensure the safety and wellbeing of self and others.

Qualifications:

• Bachelor’s Degree
• OR in the absence of a degree, 6 years of relevant experience is required
• Experience in resolving customer complaints and problems
• MS Outlook, Excel, PowerPoint, Word proficient
• Strong numerical, written, and verbal communication and reasoning skills
• Experience analyzing and troubleshooting challenging and uncommon scenarios
• Ability to manage time-sensitive and high-pressure situations without supervision
• Aerospace or manufacturing industry experience
• SAP experience
• Salesforce experience
• Reporting, database manipulation and/or VBA is a plus