Customer Service Analyst

Overview

Mendocino Forest Products Company (MFP) is seeking a Customer Service Analyst to join their team based in our Santa Rosa, CA office. This is a non-exempt position offering an hourly rate of $28.00-$38.00 based on experience. We offer full benefits:
Medical, Dental, Vision, Life Insurance and 401K match. To learn more about our benefits, please contact HR.

This position is onsite and requires regular, physical attendance. Successful candidates must be able to work in person, interact directly with co-workers and team members, and fully participate in collaborative, in-office activities. Remote or hybrid work is not available for this role.

The Mendocino Companies (Mendocino Forest Products Company, Mendocino Redwood Company, Humboldt Redwood Company, Humboldt Sawmill Company, and All weather Wood) own nearly 450,000 acres of Forest Stewardship Council® (FSC® C031337) certificated redwood and Douglas-fir timberland, constitute the largest waterborne wood treater in the Western USA, and is the largest producer of redwood lumber in the world. Collectively providing 950 employees and their families with excellent wages and benefits in communities throughout the Western USA.

Additionally, the Mendocino Companies own and operate a 25-mega

Watt biomass cogeneration power plant and wood pellet plant.

The Customer Service Analyst is responsible for delivering excellent, professional customer support to Home Depot stores. This role involves clearly communicating detailed product information, including grades, pricing, and lead times, while collaborating effectively with both internal and external team members.

Key Responsibilities

• Answer a high volume of calls and emails with professionalism and in a timely manner
• Allocate and release daily Home Depot stock orders in a timely and efficient manner
• Direct appointment scheduling and resolve delivery and/or scheduling issues with DCs
• Lead the special-order quoting process from receiving quotes, obtaining pricing and lead times through supply chain, and effectively communicating back to the customer
• Identify root causes of recurring customer issues and propose corrective actions
• Manage returns (RTV process) working directly with both the Inside and Outside Customer Service Managers
• Manage weekly pricing updates and conduct routine pricing audits
• Support management and field team by providing timely and accurate sales data
• Manage Accounts Receivable
• Assist management with sales forecasting, inventory planning, and communication with internal and external suppliers
• Maintain data accuracy within Home Depot’s system

• Associate degree or equivalent from two-year college, minimum of two years customer service experience and/or training or equivalent combination of education and experience
• Knowledge of inventory software, order processing systems, and Electronic Data Interchange (EDI), preferred
• Proficiency in Microsoft Excel is required; working knowledge of other Microsoft Office Suite programs preferred
• Ability to prioritize and multitask in a fast-paced environment
• Ability to speak clearly and effectively with courtesy on the telephone for extended periods of time and in person while taking orders or other tasks associated with the position requirements
• Ability to present information and respond to questions from groups, managers, customers internal and external and the public
• Ability to apply concepts of basic algebra and geometry
• Ability to sit/stand for long periods of time in an office environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to support individuals with disabilities.

• Sit for up to 8 hours per day
• Frequent movement, walking, or standing
• Exposed to a computer screen for extended periods of time
• May require repetitive motions such as utilize a computer mouse, keyboard, computer, and other standard office equipment
• Communicate with others frequently

The work environment characteristics described here are representative of those an employee encounters while…