Customer Support Analyst I

Customer Support Analyst I

Are you ready to unlock your true potential? Join a growing and global company where you can be part of a team that fuels supply chain solutions. Discover how you can make a significant impact.

We are seeking a customer-focused and driven Customer Support Analyst 1 to join our Operations team reporting to the Director, Customer Success. In this role, you will be on the front lines of delivering exceptional support to our customers, managing and resolving cases with a focus on quality, speed, and customer satisfaction.

We value our employees with competitive benefits and generous paid time off packages, flexible and casual work environments, career development, recognition programs and more!

This is a full-time opportunity with no travel required. Remote but ideally located in the Cincinnati OH area.

What You'll Do:

• Review and assess customer-initiated incoming support cases and categorize case priority
• Respond to Level 1 and Level 2 online customer support cases, including:
• Customer-generated cases (supplier/distributor)
• Auto-generated cases (Ops Log Errors, PA Data, Missing Data)
• Transactional cases measured by contractual time-to-resolution (TTR)
• Meet Level 1 and Level 2 support case severity goals as defined by Manager
• Participate in shared hours of operation schedule
• Provide shared support for operations log and late/missing data monitoring

Requirements for Success:

• 03 years of related customer support or operations experience
• Associate or Bachelor's degree, or significant industry experience
• Strong customer service skills
• Excellent written and oral communication skills
• Excellent organizational and project management skills
• Willingness to learn and grow in a fast-paced environment
• Data migration, management, or manipulation experience a plus
• Experience with databases, including writing queries, a plus
• Business system experience and understanding of Inventory Management a plus

Perks & Benefits:

• Remote-friendly and casual work environment
• 401k with 3.5% company match, vested after 2 years
• 20 PTO days + 1 birthday day off + 1 volunteer day + 11 company holidays
• Medical, dental, vision and other life/health insurance plans
• Paid parental leave
• Wellness reimbursement program

TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We've empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, Siemens, Ocean Spray, and many more.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.