Customer Service Analyst

Customer Service Analyst

Primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of MRP system, customer requirements, and business unit standards. Will collaborate closely with the multiple Plant support (production, materials, & shipping), Sales support (sales analyst & account managers), as well as other business unit functions (accounting and purchasing).

Duties and Responsibilities:

• Position must be professional at all times with customers.
• Proactively identifies roadblocks that may arise with customer demand and/or order fulfillment and plays an active role in resolution.
• Maintains skills and knowledge on customer and/or company order entry methods.
• Learns all product lines to the degree required to competently interact with both customers and other department functional roles.
• Establishes and maintains professional business relationships with Sales team and managers, accounting, shipping, and manufacturing to assure customer satisfaction.
• Participates in training as required to keep current on new parts, customer requirements, standards, etc.
• Provide reports and data information using MRP or Microsoft Office Software
• Generates correspondence for additional customer information to resolve customer disputes.
• Maintain detailed files for documentation and audits.
• Participates in training as required to keep current or new parts, customer requirements, standards, etc.
• Expert in Customer Portal at each plant:
• Ford – Covisint/eddl/Ascent/Viatpro
• GM – Supply Power /Clips
• Stellantis – Champs
• Conduct daily reviews of customer scorecards to ensure performance targets are met.
• Respond promptly to customer tickets, including shortage promises, disputes, ASN timeliness, and other issues. Collaborate with the plant to resolve any roadblocks impacting customer ratings.
• Ensure all Customer Service personnel at the plant are trained and have access to the necessary customer portals, with the ability to use them effectively.
• Develop and present recovery plans during customer escalations.
• Maintain detailed tracking of Days on Hand (DOH) for each customer
• Run reports to analyze demand and inventory fluctuations against AOP targets and align actions to proactively prevent issues.
• Design and implement a strategy to manage phase-in/phase-out and MFO (Material Flow Optimization) movements from the MPL side, minimizing the risk of stockouts or Finished Good obsolescence.
• Monitor daily EMFOR activity and ensure all IDOCs are processed in coordination with Purchasing and Customer contacts.
• Maintain an active catalog of EOP (End of Production) dates for each Finish Good.
• Review Get Paid issues.
• Other duties as assigned or needed.