Customer Solutions Analyst

Position Summary:

The Customer Solutions Specialist OR Analyst serves as a point of contact for customers regarding order management, fulfillment, and satisfaction. This role ensures accurate and timely processing of customer orders while proactively managing shipment issues, discrepancies, and reporting. Strong attention to detail, advanced Excel skills, and data-driven insights will be key to success.

Key Responsibilities:

Order Management

• Manage sales orders, including entering customer details accurately.
• Confirm POs reflected in internal ERP systems and resolve discrepancies.
• Provide confirmations and realistic promise dates for order fulfillment, adjusting timelines based on feedback from Scheduling and Purchasing.
• Communicate order changes, prioritizations, and shipping requirement updates to stakeholders.
• Send shipping documentation to customers (e.g., Bills of Lading, Packing Slips).

Customer Satisfaction

• Manage the discrepancy process and submit disputes related to shipment issues.
• Oversee customer ratings: review ratings, submit disputes, and coordinate performance improvement initiatives.
• Establish and maintain clear communication channels with customers, ensuring all inquiries are resolved effectively.

Reporting and Data Analysis

• Develop and distribute order and shipment reporting (daily, weekly, monthly).
• Track and report key customer performance metrics.
• Use advanced Excel skills to analyze data, identify trends, and improve operational efficiencies.
• Provide internal reporting as requested by stakeholders

Preferred Qualifications:

• Bachelor’s Degree in Business or related field
• 1-2 years of experience in customer service, order management, or a related operational role.
• Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP) with the ability to analyze and transform large data sets.
• Excellent organizational, communication, and problem-solving skills.

EDUCATION and/or EXPERIENCE 

Bachelors degree in business; or one to two years of related work experience and/or training; or equivalent combination of education and experience. Experience in customer service material management, logistics including EDI communication preferred.

LANGUAGE SKILLS 

Communicates clearly and concisely in both written and oral forms; reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.  

COMPUTER SKILLS

Basic Computer skills required for data entry, email communication, customer portal access. Working experience with spreadsheet applications (e.g. Microsoft Excel) preferred.

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions,   and percentages.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS   

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 enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to reach with hands and arms.   The employee is occasionally required to stand and walk.  The employee must frequently lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT 

 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the du