Customer Service Analyst

Position Summary: The Customer Service Analyst is a liaison between our Automotive OEM/Service customers and the Carlex manufacturing plants. The Analyst is responsible for daily interaction with customers and communicating their delivery expectations with the internal production team. Interaction with our customers requires professional verbal and written communication in the form of e-mail, Teams conference calls and navigating time sensitive on-line Customer Portals. The Analyst will work closely with the management staff, production team and shipping / receiving groups to efficiently communicate customer requirements and concerns. The Analyst will utilize our QAD ERP System to interpret customer EDI demand requirements, create Shipments, and verify the correct RAN/DO shipping authorization is selected to ensure receipt at customer locations nationwide. This role requires the ability to solve practical problems and deal with a variety of changing priorities while maintaining a positive attitude. | | | | ESSENTIAL JOB FUNCTIONS Develop and maintain positive customer relationships Function as a liaison between the customer and Carlex plants Work closely with production, shipping, receiving and the plant management team to satisfy customer requirements Utilize professional verbal & written communication when participating in high pressure escalation calls Analyze and communicate customer orders and priorities as received via EDI through QAD ERP, E-mail or telephone Understand requirements of CUM and RAN based orders Monitor EDI orders and resolve potential shortages to customer demand, proactively escalate material issues Maintain customer on-line portals, respond to time-sensitive requests including shipping release commitments, properly document responses to support potential future disputes Actively monitor Customer Scorecards, lead responses to Correction Action requests, gathering and disputing charges or point deductions with required evidence Utilize QAD to manage and prepare documents for shipments Coordinate transportation with assigned Logistic companies Work with customers and shipping as needed to fully utilize trailers to avoid excessive freight costs Set up and monitor expedite shipments when issues arise, and track premium freight causes and cost on expedite log Participate in maintaining accurate inventory levels including completing cycle counts and physical inventory events on weekends as necessary Cross train with other analysts on the team REQUIREMENTS Education: High School Diploma or equivalent required Years of Experience: Tier 1 Automotive experience preferred 2+ years as a Customer Service Analyst or equivalent Experience using ERP systems, QAD is a plus Other Requirements: Typical office hours are 45 hours per week. Availability after hours may be required, pending production/customer needs. This could include answering emails and phone calls on nights, weekends and holidays KEY COMPETENCIES Intermediate/Advanced skill level with Microsoft Office Suite: Word, Excel, and PowerPoint Team Focused, Goal oriented, Self Motivated Excellent Analytical Skills, Hands-on approach to problem solving and analysis, clear and systematic thinking Ability to solve practical problems and deal with a variety of changing situations while maintaining a positive attitude Accomplish responsibilities with minimal oversight Able to manage, prioritize, and execute competing, time-sensitive responsibilities on time Ability to access and manage detailed Customer Portals to maintain high delivery scores Excellent verbal and written communication skills Ability and willingness to uphold the Carlex Values of Safety, Customer Focused, Teamwork, Excellence and Trust You should be proficient in: ERP & MRP Systems Inventory Management & Control Supply Chain Management automotive industry knowledge customer performance management customer relationship management EDI (Electronic Data Interchange Logistics & Transportation Order Manageme…

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