What are the responsibilities and job description for the Customer Service Analyst position at Lift Technologies Inc?

Job Description Summary

This position functions as an inside sales associate, acting as a liaison between the customer and internal departments to assure a positive customer experience. Responsibilities include quoting standard and specially engineered material handling front-end equipment (forklift masts and associated accessories) as well as researching and identifying aftermarket parts for quote and customer order fulfillment, including all aspects of customer order processing from order entry to delivery. This position creates a positive customer experience through timely, accurate, complete and concise responses to customer requests regarding product design, function and selection, pricing, delivery, quality and other requests. This position represents the voice of the customer internally.

Essential Functions

The following reflects management’s definition of essential functions for this position but does not restrict the tasks that may be assigned. Management may assign or reassign the functions of this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Customer Order Fulfillment
Receive / retrieve, analyze and process customer orders utilizing a variety of tools including ERP / MRP applications
Monitor, track and adjust order dates based on production schedules, parts availability, supplier production schedules, material issues and customer requirements
Maintain necessary files to successfully complete Customer Order Fulfillment processes
Customer Communications
Create a positive customer experience through timely / accurate / complete / concise responses to customer requests regarding product design, function and selection, pricing, delivery, quality and other requests
Act as a liaison between the customer and internal departments to provide a positive customer experience
Respond to customer request for quote by analyzing requirements and coordinating the acquisition of data from various internal departments and sources
Respond to customer request for quote for aftermarket parts by identifying, researching and analyzing requirements and coordination the acquisition of data from various internal and external sources
Maintains supporting documents and spreadsheets as needed to meet customer expectations
Maintains and distributes customer pricing files as required
Maintains confidentiality and appropriate information security protocols in compliance with internal and external customer requirements
Generate, analyze and distribute internal reporting as required
Perform other job-related duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactory, safely and in alignment with the core values and policies of Lift Technologies. The requirements listed below are representative of the knowledge, skill and / or ability required.

Education / Certifications / Experience

Required :

A High School Diploma or equivalent GED

Preferred :

Associate or Bachelor Degree in Business Administration or related field and 3-5 years

Customer Service experience in a manufacturing environment

ERP / MRP systems experience in a manufacturing environment

Skills and Ability

Customer Orientated – Ability to sustain positive relationships with customers, partners, and other stakeholders by delivering timely and reliable support that meet or exceed customer expectations

Technical Skills

Proficient in productivity software to include Microsoft Excel and Word, Microsoft Outlook email and calendar, and Adobe

Proficient in Information Management, Data Entry, File Management and web based applications.

Familiar with the basics of engineering prints

Communication - Speaks clearly, respectfully and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Listens to others without interrupting; Keeps emotions under control; Gives and welcomes feedback; Has personal awareness of body language and tone being used to maximize quality of communications

Mathematical – Applies concepts such as fractions, percentages, ratios, and proportions to practical situations and work assignments

Analytical – Use critical thinking, data analysis, research and communications to effectively make decisions, solve problems and create solutions

Time Management – Self structures work day through organization, prioritization, planning and delegating in a way that allows goals to be accomplished

Self-Direction – Tendency to identify what needs to be done and act without be told what to do

Competencies

Competence is a collection of demonstrable characteristics and behaviors that enable an individual to act effectively in performing a specific job or role.

Safety – The active demonstration of a vigilance in protecting self, co-workers, customers, suppliers, and contractors from risky actions and unsafe conditions.

Quality – The active demonstration of a consistent ability for seeing details, grading them against a pre-set standard, and identifying flaws in products and / or processes.

Ethics –Works ethically and with integrity, maintains confidentiality protecting proprietary information and maintaining a high level of honesty and forthcoming with information.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Manages difficult or emotional customer and / or employee situations; Responds promptly to customer and employee needs; Facilitates a work environment where individuals are treated with respect and are not subject to hostile or other harassing behaviors.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team environment; Puts success of team above own interests. Offers to help others before being asked; Supports co-workers and provides them with help.

Sense of Urgency – This position requires decisiveness, quick response, fast action and will repeatedly face important deadlines that must be met on time.

Dependability – Consistently reports to work on time as scheduled; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Commits to longer hours of work when necessary to reach goals.

Adaptability – Easily adapting to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Flexible; Open to new ideas.

Initiative – Consistently undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Looks for ways to improve performance and the organization as a whole; Pursues training and development opportunities.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Focuses on solving conflict, not blaming; Remains open to others' ideas and tries new things; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; Meets commitments.

Accountability - Takes responsibility for own actions; Keeps commitments. Completes tasks on time or notifies appropriate person with an alternate plan; Focuses on performance, manages execution.

Working Conditions

Work is performed primarily in an office environment with climate control. There may be periodic instances where time is spent on the shop floor that may or may not be climate controlled. This is a full time position with workdays and hours typically aligning to business operations, which typically runs Monday through Friday. May work more than eight consecutive hours at a time or more than 40 hours in a seven-day work period depending on work demands. Occasional evening and weekend work will be necessary. Travel may be required to visit customer, suppliers, company events, professional development and industry conferences.

The individual may encounter moderate stress in meeting customer needs, waiting for responses from partners, balancing competing deadlines and resource constraints. Situations must be handled in a manner that meets customer needs and does not negatively impact customer satisfaction. Customers are both internal and external.

About Lift Technologies Inc :

Lift Technologies, Inc. is a global leader in the design and manufacture of masts, carriages, integral sideshifters and fork positioners for the mobile material handling market. Our customer base is broad and includes those with industrial truck, rough terrain, construction and agricultural equipment applications. Masts are available in two, three, four and five stage configurations, in capacities globally from 1.5 to 48.0 metric tonnes and are used in a wide variety of applications.Material handling products are used on electric and internal combustion counterbalanced lift trucks, narrow aisle lift trucks, automatically guided vehicles, side loaders as well as container handling applications. Rough terrain and truck mounted forklift masts, reach carriages and telehandler carriages are also available.The company has manufacturing plant locations in Westminster, South Carolina USA and Piacenza, Italy. These are specialized production facilities that offer both high volume line flow production as well as dedicated flexible cell work centers for lower volume, custom requirements, all on a just in time basis. Completely integrated front end solutions are available in a wide variety of capacities and configurations.

Apply for this job

Receive alerts for other Customer Service Analyst job openings

Customer Service Analyst

What are the responsibilities and job description for the Customer Service Analyst position at Lift Technologies Inc?

What is the career path for a Customer Service Analyst?

Sign up to receive alerts about other jobs with skills like those required for the Customer Service Analyst.

Job openings at Lift Technologies Inc

Not the job you're looking for? Here are some other Customer Service Analyst jobs in the Westminster, SC area that may be a better fit.

We don't have any other Customer Service Analyst jobs in the Westminster, SC area right now.

AI Assistant is available now!