Customer Relations Management Analyst

Purpose and Scope

The Customer Relations Management Analyst supports U.S. and global Customer Service operations within the OE Chain division. The position is responsible for analytics, KPI governance, process improvement, and order‑to‑cash (OTC) process support to enable a best‑in‑class customer experience.

This role will also serve as the primary customer account management for OE Chain customers, providing proactive communication, order management, and issue resolution to support performance, growth, and customer satisfaction.

In addition, the role supports digital transformation efforts by identifying and evaluating AI and automation opportunities that improve efficiency, reporting accuracy, and workflow effectiveness across Customer Service and cross‑functional partners.

• Primary customer account management for OE Chain customers, including order entry, schedule updates, forecasting support, expediting, delivery issue resolution, and order book management.
• Analyze and interpret global KPI data (OTD, allocated unshipped, lead time, stock‑in rate, expedites, cancellations, etc.) to identify problem areas and recommend corrective actions.
• Support continuous improvement activities and ensure adherence to OTC policies and procedures across Customer Service.
• Identify and support AI/automation opportunities, including workflow automation, reporting enhancements, and digital process improvements.
• Collaborate with Supply Chain, Sales, Manufacturing, and IT to resolve issues impacting customer performance and internal delivery metrics.
• Participate in or lead key projects directly improving customer experience initiatives.
• Conduct special analyses to troubleshoot, investigate, or diagnose customer‑impacting issues; provide recommendations to CR leadership.
• Support training to U.S. and global customer service associates on SAP transactions, OTC processes, e‑commerce tools, or new workflows.
• Prepare and deliver clear, concise presentations to leadership, internal partners, or customers.
• Domestic or global travel may be required.

• Strong knowledge of OTC processes, distribution/warehouse/logistics workflows
• Working knowledge of SAP, and related Timken systems
• Intermediate to advanced Excel skills (pivot tables, v‑lookups, data analysis)
• Customer relations skills including account management and relationship‑building.
• Strong analytical skills and problem‑solving capability.
• Professionalism and proficiency in email communication, data analysis, and presentations
• Ability to lead cross‑functional teams on process improvements.
• Understanding of global supply chain concepts
• Ability to identify and evaluate AI/automation opportunities.

• Associate degree preferred but not required in Business, Communication, Supply Chain, or related field.

Minimum:

• 3‑5 years in Customer Service, Supply Chain, IT, or related field
• SAP experience and strong analytical skills

Preferred:

• 5‑7+ years relevant experience
• Bachelor’s degree in business, Communications, Supply Chain, or related field
• Experience with Timken systems (SAP, PTPlace)
• Experience in process improvement, project management, or change management.
• Exposure to AI tools or digital automation initiatives

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and complete necessary production forms. Ability to speak effectively with fellow employees and suppliers.

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, schedule, or diagram form. Ability to deal with problems involving several variables; problem solving ability.

While performing the duties of this job, the employee is frequently required to stand, sit, use hands/arms. The employee is regularly required to talk, hear at conversational level, and smell. The employee is…