Customer Experience Analyst

Do you want to be part of an organization on the cutting edge of technology?

We’re looking for talented people to join our motivated and friendly team. We have an open, collaborative, and flexible environment. You’ll work alongside leading industry experts and take on challenging projects that bring tomorrow’s electronics to life. If you want to make a difference, are an effective communicator, love a good challenge, and easily embrace change, your next career adventure awaits!

Mycronic is a global high-tech company whose innovative solutions have been advancing electronics technology for over 40 years. Today we continue to grow and serve customers in an expanding variety of industries. What we do impacts the future of technology, and in turn, the way we live our lives tomorrow.

Position Overview

The Customer Experience Analyst is a key member of the team responsible for strategically managing the entire order lifecycle to ensure a seamless and positive experience for all customers. This position serves as the primary point of contact for customers, overseeing all aspects of sales order fulfillment for both new equipment and aftermarket parts. The role provides oversight for various aspects of customer fulfillment, including logistics and import coordination, management of service contracts, and order processing for spare parts and machines. The Customer Experience Analyst works proactively with both domestic and international internal departments and external partners to ensure timely order fulfillment and uphold all terms of the sales agreement. The position requires discretion and managing relationships with both internal and external partners to ensure complete satisfaction.

Key Responsibilities 

• Proactively cultivates and maintains strategic relationships with customers and internal stakeholders 
• Serves as a dedicated advocate and primary point of contact for all assigned accounts 
• Acts as a pivotal point of contact for external partners, including freight forwarders, customs brokers, and third-party logistics providers, to ensure seamless order fulfillment 
• Independently oversees the fulfillment of sales agreements and ensures a complete customer experience 
• Proactively provides customers with pricing, delivery information, and order updates for new equipment, spare parts, and accessories 
• Utilizes critical thinking to analyze, determine the root cause of, and resolve complex issues related to customer orders, delivery logistics, and documentation 
• Administers and manages specialized functions related to service contract administration 
• Oversees and directs the processing of orders for new machines, systems, accessories, and spare parts 
• Manages and coordinates all logistics to ensure on-time and successful delivery 
• Manages complex and specific logistics, including the hiring of transport trucks and riggers, and managing delivery schedules 
• Ensures meticulous data management by entering data into the company's Enterprise Resource Planning (ERP) system and peripheral systems. 
• Maintains comprehensive electronic files for all associated paperwork, including quotes, purchase orders, and shipping documentation 
• Engages in effective and autonomous global communication with internal teams and external partners 
• Collaborates with teams to achieve shared objectives and enhance the overall sales process 

Experience and Qualifications

• Associate's degree (A.A.) or equivalent from a two-year college or technical school required; Bachelor's degree preferred 
• Five (5) to eight (8) years of customer service experience in a business-to-business (B2B) or complex logistics environment 
• Strong verbal and written communication skills and the ability to interact professionally with a diverse group – executives, managers, and subject matter experts 
• Analytic, strategic, and problem-solving skills to analyze, determine the root cause, and resolve complex customer issues 
• A professional and highly organized approach with great attention to detail 
• Ability to collaborate cross-functionally with internal departments both domestic and internationally to maximize efficiencies in process 
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook 
• Experience with Enterprise Resource Planning (ERP) and Customer Re