Customer Service Analyst

by

New York, NY Full Time

Job Title: Customer Service Analyst

Reports to: Manager, Customer Supply Chain

Key Internal Partners: Sales, Finance, Transportation, Warehousing, Demand Planning, Supply Planning, IT, Project Management Team

Key External Partners: Customer Account Brokers, Customers, 3rd Party Warehouse, 3rd Party Carrier Warehouse

Location: New York, NY

HYBRID OFFICE: this role is considered hybrid and we ask that all corporate employees come to the office 10 days/month.

Job Summary:

The Customer Service Analyst works closely with our Supply Chain, Planning, Finance and Sales departments in order to support order to cash for our nation-wide roster of retailers & distributors. They are responsible for delivering excellent customer service through fast and accurate processing of customer orders, coordinating activities with other internal departments to further Materne’s partnership with key customers, answering customer inquiries, and being the go-to person for any problems that arises in the order fulfillment process. Additionally, the Customer Service Analyst will be responsible for analyzing our data to identify trends and opportunities to improve the overall delivery of the business. This will be shared regularly during Customer Collaboration reviews. Customer Service Analyst

Job Responsibilities & Tasks:

  • Full ownership and responsibility of several key accounts, ensuring orders are correctly processed from order entry to invoicing as well as overseeing the fulfillment processes by our 3rd party logistics provider. Customer Service Analyst
    • Work closely with our 3rd Party Warehouse, Finance and IT to ensure seamless integration of all order processing activities.
    • Day to day management of customer accounts and ensure these accounts’ requirements are understood and served with excellence.
    • Maintain customer master data files, managing all customer interfaces, and the customer creation process.
    • Improve customer service performance through the evaluation and re-design of business processes.
    • Ensure timely and effective communications with customers regarding their shipments.
    • Proactively communicate with the Manager, Customer Supply Chain regarding all customer issues.
    • Tenacious and persistent advocate for our customers. Makes customers and their needs the primary focus of their actions. Customer Service Analyst
    • Collaborate directly with our Sales Team and Customers, leading efficiency projects to improve overall supply chain performance
  • Manage projects or internal initiatives partnering with other departments
  • All other duties as assigned

Key Performance Indicator (KPI):

On-Time in Full, Order Accuracy, Invoice Accuracy, Order Efficiency Metrics

Position Requirements:

EDUCATION

  • Bachelor’s Degree in Supply Chain, Business, Communications or other related area preferred

EXPERIENCE

  • Minimum 1 year direct experience in Customer Service or Supply Chain highly preferred
  • Experience in the CPG industry with major US retail customers is highly preferred. Customer Service Analyst

SKILLS

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  • Understands the importance of high-touch customer service in a B2B environment
  • Promote customer loyalty
  • Proactive and accountable
  • Enthusiastic self-starter
  • Thrives in a collaborative team-based environment
  • Strong attention to detail
  • In-depth knowledge of Customer Service principles and practices. Customer Service Analyst
  • Strong functional knowledge of ERP systems (SAP preferred)
  • Experience managing EDI transactions (True Commerce preferred)
  • Strong in MS Office applications, particularly MS Excel (analysis, pivots, reports, vlookup)
  • Experience communicating and coordinating with internal departments
  • Strong problem solving and analytical skills as well as written and oral communication skills
  • Works well in a dynamic fast paced work environment

PHYSICAL & TRAVEL REQUIREMENTS

  • Potential to flex hours start later/end later to support West Coast customers as needed
  • Must be able work in normal office conditions.
  • Must be able to work a minimum of 8 hours per day Customer Service Analyst


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