Customer Support Analyst

Job Title

Job Description Education: Associate degree or equivalent experience required

Qualifications/Skills/Experience:

• 2-5 years' experience in a customer relationship-related role, in a fast-paced environment
• Positive attitude and passion for customer service.
• Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality
• Experience communicating ideas and rationale to internal teams and customers.
• Must have excellent interpersonal skills, interact favorably with others and be skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
• Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
• Strong PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)

Preferred Knowledge/Skills, and Experience:

• Ability to professionally investigate and respond to requests in a timely manner
• Strong communication skills and adaptable to change
• Ability to think at a high level and apply business concepts.
• Experience in anticipating customer needs.
• A history of acting as a collaborative team player

Must-Have Skills:

• Strong written and verbal communication
• Attention to detail
• Organization and time management
• Ability to learn quickly and adapt

Nice-to-Have Skills:

• SAP experience (not required; will train)
• Basic Microsoft Office (Word, Excel, Outlook, PowerPoint)

Key Responsibilities:

• Handle quote request emails
• Generate quotes and notifications
• Send quotes to customers and follow up for POs
• Coordinate with internal dispatching team
• May assist with variance analysis (depending on training progress)
• Conduct a review of the service request to determine the elements required to generate a formal quotation
• Communicate quotations to customers, answer questions, provide clarifications and collect approvals
• Oversight of key performance indicators and track the success of quotation activity from request through invoice and collection

This position may suit you best if you are familiar with:

• Experience interacting with customers requesting service
• A strong sense of ownership over your activities and enjoy driving toward great outcomes for external and internal customers
• Working with customers to resolve complex issues that arise, clarify issues and address concerns
• Identify enhancements and drive efficiency to improve customer satisfaction as part of a new team
• Very good communication skills in the customer environment, and you show team orientation, communication skills and customer orientation

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**