Customer Service Analyst

Responsibilities

• Be the voice for continuous improvement in the Customer Service Team
• Collaborate with other departments to integrate customer service with business systems or processes;
  Sales, Order Management, Finance, or Logistics.
• Gather and analyze data to determine root cause for customer issues
• Develop and implement solutions to resolve customer issues
• Recommend optimization projects that drive operational efficiencies and/or an enhanced consumer experience
• Create and maintain robust SOPs with maintenance protocol
• Improve customer service processes by reducing manual steps and redundancy
• Develop and maintain a dashboard of KPI metrics
• Monitor KPIs for trends daily, with high sense of urgency for resolving issues
• Distribute KPI results and other wins/challenges to Operations team on a monthly cadence
• Assist in implementing and verifying specific customer requirements
• Maintain customer records to reflect current pick/pack/ship requirements
• Capture orders via email, Net Suite, or EDI to begin order shipment preparation
• Proactively handle customer shipment routing requests for MABD requirements
• Participate in the specific order entry (ASN) process with portals
• Work closely with Logistics personnel to present orders for shipping availability for OT requirement
• Assist in tracking that goods are shipped and received in the most timely and efficient manner according to documented processes, including planning the transportation route and payload, selecting the mode of transportation, tendering the order for transportation, and tracking the shipment from pick‑up through delivery all the while targeting cost reduction, freight savings, service, and contractual requirements
• Track shipments from pickup through delivery so that accurate, up‑to‑date information can be provided
• Assist with the BOL collection and entry process into Net Suite for order accuracy, inventory depletion, and EDI integration
• Assist in resolving problems concerning orders, deliveries, and customer issues
• Support month‑end close process
• Review OTIF claims and report findings to customers and Finance

• HS Diploma required
• Bachelor's degree or equivalent work experience preferred
• 3+ years experience in Supply Chain/Customer Service
• 3+ years experience in Analytics
• Strong analytical skills with proficiency in Excel (including advanced formulas, pivot tables, charts)
• Strong attention to detail and data accuracy
• Familiarity with Power BI or other data visualization tools preferred
• High sense of urgency and ability to be entrepreneurial and methodical
• Experience with Order Fulfillment process (pick/pack, inventory management), Warehousing/Transportation