Customer Experience Analyst
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Job Summary
Job Description
The Customer Experience Analyst is responsible for managing a specific group of customer accounts to achieve major business objectives. This role provides exposure to various aspects of the business offering a well-rounded understanding of the order-to-cash process from start to finish. The position includes a combination of remote work with occasional onsite training development and collaboration along with up to 25% travel.
Responsibilities
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Manage orders through the Oracle EBS order entry system ensuring accuracy of specifications sizes pricing and shipment information against customer purchase orders.
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Maintain customer forecasts with a focus on accuracy.
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Communicate regularly with customers production facilities technical personnel and marketing regarding order entry production pricing and related issues.
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Monitor production of orders to ensure on-time delivery.
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Release material and arrange delivery based on customer requirements.
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Manage inventories including aged inventories to meet supply needs.
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Collaborate with Regional Sales Managers to maintain customer relationships and gather market information for forecasting.
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Conduct root cause analysis for inventory variances and implement corrective actions.
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Participate in projects focused on efficiency improvements.
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Deliver outstanding service experiences for customers.
Requirements
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Bachelors degree in business administration communications supply chain management or related field (or equivalent combination of education and experience).
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Minimum of 2 years of experience in customer experience or a closely related function.
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Strong communication and interpersonal skills.
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Excellent planning and organizational skills.
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Attention to detail in fast-paced environments.
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Proficiency in Microsoft Office particularly Excel.
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Ability to adapt to and master web-based support applications.
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Demonstrated ability to work collaboratively in a matrix environment.
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Experience in steel metals or related industries preferred.
Preferred Skills
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Strong problem-solving skills to identify and enhance customer value drivers.
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Effective project management skills with ability to handle multiple tasks.
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Ability to identify and develop project opportunities across supply chain disciplines.
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
