Job Description

Position Summary: The Customer Service Analyst is a liaison between our Automotive OEM/Service customers and the Carlex manufacturing plants. The Analyst is responsible for daily interaction with customers and communicating their delivery expectations with the internal production team. Interaction with our customers requires professional verbal and written communication in the form of e-mail, Teams conference calls and navigating time sensitive on-line Customer Portals. The Analyst will work closely with the management staff, production team and shipping / receiving groups to efficiently communicate customer requirements and concerns. The Analyst will utilize our QAD ERP System to interpret customer EDI demand requirements, create Shipments, and verify the correct RAN/DO shipping authorization is selected to ensure receipt at customer locations nationwide. This role requires the ability to solve practical problems and deal with a variety of changing priorities while maintaining a positive attitude.

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ESSENTIAL JOB FUNCTIONS

Develop and maintain positive customer relationships

Function as a liaison between the customer and Carlex plants

Work closely with production, shipping, receiving and the plant management team to satisfy customer requirements

Utilize professional verbal & written communication when participating in high pressure escalation calls

Analyze and communicate customer orders and priorities as received via EDI through QAD ERP, E-mail or telephone

Understand requirements of CUM and RAN based orders

Monitor EDI orders and resolve potential shortages to customer demand, proactively escalate material issues

Maintain customer on-line portals, respond to time-sensitive requests including shipping release commitments, properly document responses to support potential future disputes

Actively monitor Customer Scorecards, lead responses to Correction Action requests, gathering and disputing charges or point deductions with required evidence

Utilize QAD to manage and prepare documents for shipments

Coordinate transportation with assigned Logistic companies

Work with customers and shipping as needed to fully utilize trailers to avoid excessive freight costs

Set up and monitor expedite shipments when issues arise, and track premium freight causes and cost on expedite log

Participate in maintaining accurate inventory levels including completing cycle counts and physical inventory events on weekends as necessary

Cross train with other analysts on the team

REQUIREMENTS

Education:

High School Diploma or equivalent required

Years of Experience:

Tier 1 Automotive experience preferred

2+ years as a Customer Service Analyst or equivalent

Experience using ERP systems, QAD is a plus

Other Requirements:

Typical office hours are 45 hours per week. Availability after hours may be required, pending production/customer needs. This could include answering emails and phone calls on nights, weekends and holidays

KEY COMPETENCIES

Intermediate/Advanced skill level with Microsoft Office Suite: Word, Excel, and PowerPoint

Team Focused, Goal oriented, Self Motivated

Excellent Analytical Skills, Hands-on approach to problem solving and analysis, clear and systematic thinking

Ability to solve practical problems and deal with a variety of changing situations while maintaining a positive attitude

Accomplish responsibilities with minimal oversight

Able to manage, prioritize, and execute competing, time-sensitive responsibilities on time

Ability to access and manage detailed Customer Portals to maintain high delivery scores

Excellent verbal and written communication skills

Ability and willingness to uphold the Carlex Values of Safety, Customer Focused, Teamwork, Excellence and Trust

You should be proficient in:

• ERP & MRP Systems
• Inventory Management & Control
• Supply Chain Management
• automotive industry knowledge
• customer performance management
• customer relationship management
• EDI (Electronic Data Interchange
• Logistics & Transportation
• Order Management
• Microsoft office application