CUSTOMER SERVICE REPRESENTATIVE ANALYST

Job Title:  Customer Service Analyst

Department:  Materials

Reports To:  Master Scheduler

FLSA Status:  Exempt

SUMMARY 

Acts a primary customer contact for order management, forecasting, and demand analysis.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Key customer interface for demand related activities.
  1. Order entry and verification.
  2. Verify availability of customer provided material and packaging.
  3. Communicate short term (2 weeks) changes to Scheduling.
  4. Review order status with scheduling to insure near term order timeliness.
  5. Notify customers of any potential shortages, understand customer critical needs and propose solutions (internal or external).
  6. Champion for internal recovery efforts.
  7. Document On Time Delivery as internal or external with customer approval for all internal allowances.
  8. Maintain relationships with account sales personnel to support initiatives
• Customer forecast oversight.
  1. Maintain customer MRP data.
  2. Keep scheduling and purchasing abreast of any significant changes.
  3. Track customer forecast accuracy and work with customer and / or internal team to develop solutions.
  4. Maintain even sales for LH/RH pairs.
• Work with customers to comply with Supply Agreements
  1. Internally systemize individual MSA’s
• Identify and pursue issues outside of MSA, Forecast, MOQ or Leadtime that would add cost or warrant additional charges.
• Represent Materials Dept in APQP meetings and communicate new information and actions to rest of team, as assigned.
  1. Follow up with team members to make sure actions are completed.
• Develop and implement PFEPs to ensure successful implementation.
• Participate in cycle counts, issue identification, inventory corrections and implementation of long-term solutions.
• Create Batch Orders for select work centers, as assigned.
• Act as back up for other team members during absences.

• Assists in annual inventory process.
• Understand and utilize all job-related Quality Objectives, Quality Systems Policies, Procedures, and Instructions.

IMPACT ON CUSTOMER QUALITY Failure to perform these activities will likely result in dissatisfaction to the internal/external customer.

• Failure to meet internal / external On Time Delivery targets.
• Failure to maintain positive customer relationships.
• Failure to identify potential issues in time to make the necessary corrections.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CERTIFICATES, LICENSES, REGISTRATIONS 

EDUCATION and/or EXPERIENCE 

• Degree in Supply Chain Mgmt, other relevant field or equivalent experience.
• 5 years in a customer service-related role -  Routine customer contact involving issue resolution.
• Analytical Skills – Ability to create excel models using higher level formulas, analyze data, and develop alternative or corrective measures. 
• Business Judgement / Leadership – Ability to take ownership of customer or system related issues and drive team member to successful completion. Ability to consider pros / cons of alternative solutions and consider impact to the customer and Dennen with the goal of achieving a “win-win” for both. Understands when issues should be escalated both internally and externally. 
• Manufacturing Knowledge – Experience working in a manufacturing environment with a working knowledge of the processes and markets (ie automotive, furniture, consumer products, …).
• EDI Knowledge preferred, but not required – Understands basic operation with ability to work with IT to drive timely implementation.

LANGUAGE SKILLS 

Has the ability to write, read and comprehend instructions and correspondence.   Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

As one of the key “faces” of Dennen, strong communication skills are essential. Key elements are:

• Professional written and verbal communication skills

• Positive, proactive, service-oriented approach to customer relationship
• Use of appropriate communication methods (ie email, phone, teams, face to face)
• Ability to present “negative” issues in a positive light 
• Ability to clearly communicate issues, specific details and impact if not resolved in a manner that steers the audience towards a decision.
• Documentation of key discussions and commitments

PHYSICAL DEMANDS AND WORK ENVIRONMENT 

Items 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.

Physical Demands: 

The employee is frequently required to talk or hear.  The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.   Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment: 

The employee is occasionally exposed to moving mechanical parts. The noise level is usually moderate.