Customer Success Analyst; Inside Sales; PMD

Position Summary

Our Performance Materials Division is seeking a Customer Success Analyst (Inside Sales) to help support a Key Account. The Customer Success Analyst will serve as a key support function for the customer as well as its tiers globally. The incumbent is a team player who helps to support the daily needs of the Key Account Management (KAM) team. The Customer Success Analyst is responsible for ensuring an exceptional level of service to the customer.

Along with the KAM team, the Customer Success Analyst is the face of Parker Lord to the customer from a commercial perspective. The position helps to keep track of a myriad of action items, helps to ensure they are completed in a timely manner, and helps to communicate updates to internal and external stakeholders. The incumbent is responsible for building and maintaining cross-functional relationships at various levels internally and externally worldwide to help Parker Lord meet the customer’s expectations and to help Parker Lord achieve its requirements and goals as they relate to the customer.

This position will manage forecast data and ensures its accuracy for the key customer in the US and sometimes for other locations and/or tiers.

• Establish and maintain strong internal relationships with global Account Management, Application Engineering, Customer Service, Shipping/Logistics, Production, Quality, Sales & Operation Planning, Pricing, Finance, Global Trade Compliance, Regulatory, and Product/Program Management.
• Establish and maintain strong external relationships with Purchasing, Planning, Supplier Quality Engineering, and other functions as needed.
• Lead all internal and external forecasting activities for the customer’s US account. Meet with the customer’s Planners regularly, maintain forecast document, provide regular updates internally, and communicate significant changes expeditiously. Help to support forecasting activities for other locations and/or tiers as needed.
• Work with Planners to learn as much as possible about material usage per part, build plans, and reasons behind forecast changes.
• Maintain list of the customer and tier Sold To codes and keep sales/backlog and Logility reports up-to-date.
• Investigate and resolve invoice issues for the customer within the US.
• Analyze customer scorecard to identify gaps and work with customer service and the appropriate internal team to identify a corrective action and improve the score going forward.
• Handle various customer portal requirements, including but not limited to FTA compliance, updating capacity, and helping with packaging submissions and PPAP documentation as needed.
• Handle requests and lead special projects as asked for by KAM team. Develop solutions to complex problems and manage to successful resolution.
• Identify, implement, and lead process improvements.
• Maintain working knowledge of internal and external processes for sample orders, logistics, and export for shipping internationally.
• May be tasked with order entry and other customer service responsibilities for the customer’s US locations.
• Exercise immediate judgment using established procedures when interacting with the customer. The freedom to act with little supervision allows the incumbent maximum opportunity to guide and direct the customer into desired actions. When unsure though, go to KAM team with recommendation and rationale.
• Embody the Parker Lord brand internally and externally in all communications.
• Help to provide vacation backup support for KAM team.

• Bachelor’s Degree in business management, communication or similar discipline.
• 3 years of experience in a customer facing support role or other relevant experience.
• Competency to think critically and to ask critical questions.
• Ability to conduct business globally across different cultures.
• Excellent interpersonal and communication skills, including telephone and email skills.
• Excellent organizational, time management, and prioritization skills.
• Demonstrate comfort with uncertainty or ambiguity and exhibit a bias for action.
• Ability to analyze complex data, often Excel, and report findings/trends and provide…