What are the responsibilities and job description for the Analyst, Customer Service position at OMW Corporation?

Job Description

Salary : 70-80k salary

General Description

OMW Corporation is a world leading supplier of custom manufactured mechanical parts and assemblies. We work for some of the worlds most exciting companies in the aerospace, commercial launch, electronics, semiconductors, and medical industries. We've been in business 28 years, and we are currently growing rapidly. We're located in Novato, California in northern Marin County, just north of San Francisco and southwest of the beautiful Napa Valley.

Job Description

The Analyst, Customer Service plays a pivotal role in managing OMWs relationships with our customers. The position requires a detail-oriented individual with excellent organizational and communication skills. The Analyst works as a member of a team and assists other team members as required. The position interacts with all aspects of OMWs business including purchasing, planning, engineering, quality, logistics, and production.

There are two major areas in which the Analyst, Customer Service must excel :

Customer Relationship Management : the Analyst must develop skills in cultivating strong customer relationships while enhancing service quality and satisfaction.
Cross-Departmental Collaboration : the analyst must learn to effectively coordinate with various teams, enhancing problem-solving skills and understanding operational workflows.

OMWs Analyst, Customer Service needs excellent interpersonal and communication skills. The Analyst must be a proactive communicator who enjoys being hands-on. They must fully understand safety and regulatory requirements and have a sense of responsibility towards our company. The role requires adaptability, flexibility, and an agile mindset to manage competing priorities, support a broad range of work environments, and keep up with the fast pace of our team as we pursue meeting our customers needs. As an Analyst, Customer Service their goal is to be the conduit of communication between OMW and our customers to support OMWs mission of delivering good products on time all while continuing to improve. The Analyst plays a key role in supporting the sustainable growth and scalability of the organization.

Job Responsibilities

Works to solve the daily issues arising with customers and internal departments.

Manages Special Projects as assigned by supervisor.

Follows up on requests for orders, quotations, customer returns and other customer needs consistent with company policies and standards.

Investigates order entry, shipping, and billing errors and coordinates solutions with the appropriate departments and follows through to completion.

Follows up with customers to ensure they are kept informed of the status of their orders.

Organizes, prepares, and attends regular Rolling Action Item List meetings with customers as needed.

Always represents the company in a professional manner and effectively communicates verbally and in writing with the focus of meeting customer timelines and upholding customer standards.

Cultivates and maintains relationships with customers regarding service.

Maintains a positive attitude working in a multi-task environment while under time constraints.

Directs queries to appropriate departments or personnel, as needed.

May promote various products / services to ensure business targets are met.

May provide after-sales support for various client services.

Perform duties related to overall customer service.

Serves as customer interface on product status and delivery.

Serves as direct customer support.

Maintains knowledge of OMW organization and capabilities to provide appropriate information and support to the customer.

Consistently documents customer service needs to identify patterns and maintain quality.

Daily data entry as need to capture customer needs.

Job Requirements

Requires a university degree and a minimum of two years prior relevant experience.

A willingness to roll up your sleeves and step into unknown situations to understand the current state and most optimal path forward.

Build relationships with cross-functional groups to identify, prioritize, and close any reliability or process gaps.

Experience in providing excellent customer service.

MRP experience is helpful.

Strong analytical skills.

Excellent verbal and written communication skills.

Ability to manage multiple priorities.

Proficient with Microsoft Excel, Word, etc.

Physical requirements may include continuous bending, stooping, standing, climbing, step stool climbing, lifting up to 50 pounds, lifting greater than 50 pounds with assistance, pushing, and pulling.

Compensation based on experience. Benefits include 100% company-paid healthcare for the employee (85% for family), generous paid time off accrual, retirement plan with company contribution, educational support, bonuses, and more. Please email your resume or job history to the email provided in header. Suitable candidates will be contacted for interviews.

This position requires use of information or access to production processes subject to national security controls under the U.S. export control laws and regulations (including, but not limited to, the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR)). To be qualified to work for OMW Corporation, a successful applicant must be a U.S. Person, as defined in those regulations, and able to supply evidence of that qualification prior to starting work. The U.S. export control regulations define a U.S. Person as a U.S. Citizen, U.S. National, U.S. Permanent Resident (i.e., Green Card Holder), and certain categories of Political Asylees and Refugees.

OMW Corporation is an equal opportunity employer and drug-free workplace.

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