Customer Service Analyst Specialist

Ensure that customer shipments are made on time, in accordance with order lead times and demand analysis, to avoid expedited shipping costs. Avoiding any impact on operations and financial levels inside the company.Description for Internal Candidates

This is an in-person position: Lociation in Traverse City, MI

Essential Responsibilities

• Analyze the orders received via EDI to determine is there an increase or decrease of the customers’ requirements, and make decisions based on this analysis, such as when to request planning to run parts, based on capacity (press availability) and raw material available, and taking care also of the plant efficiency.
• Attend all need meetings with different areas and / or customers to stay in the loop for new business, ECN’s, to avoid shortages of raw materials, excess inventory, or obsolete inventory due to lack of demand management.
• Daily communication with customers and act as a bridge between customers and the plant.
• Sales Forecast calculation on a weekly basis.
• Shipments paperwork preparation.
• Attending 8:10 am daily meeting with GTS staff.
• Procuring and following up of the Customer Service KPI’s: Delivery, Premium Freight, sales accomplish.
• In case of increases and / or drop ins, in charge of the charges, recovery of OT and fees.

Qualifications

Education

• Preferred education of a high school diploma or equivalent, and / or with 3 years of experience.

Experience

• Customer service representative with 3 years of experience.
• Focused on customer satisfaction.
• Score cards from customers following up.
• Fast response times to customers and clear problem-solving.
• Advanced knowledge of Office, especially Excel, or experience with databases.
• Knowledge of ERP (PLEX preferred).

Knowledge & Skills

• Clear Communication, (Calls, Teams, Chat, email)
• Active Listening.
• Problem-Solving.
• Patience.
• Adaptability.
• Positive Attitude

Core Competencies

• Communication
• Self-Motivation
• Confidence
• Accountability
• Knowledge

Blue EQ Competencies

• Empathy
• Anticipation
• Integrity
• Resilience
• Conflict Management

Authority

This position is authorized to:

• Stop production or shipments due to quality, safety, or compliance concerns.
• Suspend unsafe work, equipment, or processes.

Working Conditions

• Occasional domestic and international travel.
• Manufacturing environment with moderate physical activity.
• Ability to manage multiple priorities and work effectively under pressure.
• 50% of time in the office
• 50% of time in warehouse

Overview

Join our dynamic team as a Customer Service Analyst Specialist, where your expertise will drive exceptional client experiences and streamline customer engagement processes. In this role, you will leverage your project management skills and proficiency with CRM systems like Salesforce to enhance client relationships, optimize service delivery, and support cross-functional collaboration. Your energetic approach and data-driven mindset will empower you to manage customer accounts effectively, resolve complex issues swiftly, and contribute to our mission of delivering outstanding customer service in a fast-paced SaaS environment.

Responsibilities

• Manage and nurture customer relationships through proactive communication and personalized client engagement strategies.
• Utilize Salesforce CRM and other order processing tools to track, update, and analyze customer interactions and account information.
• Coordinate with sales, technical teams, and other departments to ensure seamless service delivery and client satisfaction.
• Support sales initiatives by providing insights from data analysis, assisting in account management, and identifying opportunities for growth.
• Resolve customer service issues promptly by applying problem-solving skills, ensuring positive outcomes for clients.
• Conduct internal communication to keep stakeholders informed about client statuses, project updates, and service improvements.
• Assist in onboarding new clients by guiding them through product features, onboarding processes, and ongoing support channels.

Experience

• Proven experience in customer service or client relationship management within a SaaS or technology-driven environment.
• Strong proficiency with Salesforce Cloud (CRM system) and familiarity with order processing tools.
• Demonstrated project management skills with the ability to handle multiple client accounts simultaneously.
• Excellent communication skills for effective client interaction and cross-functional collaboration.
• Analytical mindset with the ability to interpret data for informed decision-making and process improvements.
• Experience working with sales teams to support account growth initiatives is preferred.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint) to prepare reports and presentations.

Join us as a Customer Service Analyst Specialist and be part of a vibrant team committed to delivering innovative solutions while fostering your professional growth!

Pay: $20.00 - $24.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person