Customer Support Analyst

customer support analyst

General Description

• Receive, Update and Upload all customer Requirements and ensure on-time delivery

Responsibilities

• Generate daily shipping plan to meet all customer requirements, and provide production control with target quantities by part numbers required to achieve 100% compliance vs shipping plan

• Collect all designated customer requirements via EDI & e-mail.

• Process releases and aggregate customer requirements

• Maintain Daily Shipment Report to generate the upload for sequential production.

• Attend daily Material/Production/Customer Service meeting to identify any potential risk to prevent manufacturing the required finished products and generate a contingency plan to accommodate the issue.

• Establish good working relationships with our Customer Contacts and demonstrate our Core values of Trust, Challenge and Modesty.

• Generate BOL/Manifest, truck sheets and applicable International Documents for each shipment of designated customers

• Process system billing transactions after the order has been dispatched

• Process ASN’s, meeting each customer’s requirement to ensure logistic compliance.

• Monitor Customer variance report to identify increase/decrease percentages outside of the contractual tolerance to ensure capacity or material supply can be accommodated. Communicate any issues Internally/Externally to develop a plan that satisfies Manufacturing and the Customer.

• Generate the next day Shortage list, Plan vs Schedule. Actively monitor any potential issues. Communicate any concerns internally and externally immediately, to begin mediating any actions that are forthcoming.

• Maintain the Print on Demand, AIT Systems and the BOL to ensure label compliance.

• Maintain full compliance with all customers required processes in regard to MM0G, MP&L etc.…

• Complete any additional assigned duties from Management or Direct Report Supervisor

Job Requirements

Work Experience

• Prefer 2+ years’ experience in Customer service-related field

• Familiar with Microsoft Programs, MRP Systems and Warehouse Management Systems

• Inventory Management

• Strong background in Verbal and Written Communication

Education

• High School Diploma or Equivalant

Knowledge, Skills and Abilities

• Analytical Thinking Process [Identify Root Cause, Develop Corrective Actions]

• Ability to Manage Time and Prioritize Responsibilities

• Develop reports to Monitor Compliance, Performance and Identify Potential Risk

• Ability to process customer releases and manage variances accordingly

• Ability to develop good working relationships, and negotiate agreements with assigned customers

• Represent SL in a positive manner, while demonstrating the 3 Core Values.

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