Customer Relations Management Analyst

Purpose and Scope

The Customer Relations Management Analyst supports U.S. and global Customer Service operations within the OE Chain division. The position is responsible for analytics, KPI governance, process improvement, and order-to-cash (OTC) process support to enable a best-in-class customer experience. This role will also serve as the primary customer account management for OE Chain customers, providing proactive communication, order management, and issue resolution to support performance, growth, and customer satisfaction. In addition, the role supports digital transformation efforts by identifying and evaluating AI and automation opportunities that improve efficiency, reporting accuracy, and workflow effectiveness across Customer Service and cross-functional partners.

Essential Responsibilities

• Primary customer account management for OE Chain customers, including order entry, schedule updates, forecasting support, expediting, delivery issue resolution, and order book management.
• Analyze and interpret global KPI data (OTD, allocated unshipped, lead time, stock-in rate, expedites, cancellations, etc.) to identify problem areas and recommend corrective actions.
• Support continuous improvement activities and ensure adherence to OTC policies and procedures across Customer Service.
• Identify and support AI/automation opportunities, including workflow automation, reporting enhancements, and digital process improvements.
• Collaborate with Supply Chain, Sales, Manufacturing, and IT to resolve issues impacting customer performance and internal delivery metrics.
• Participate in or lead key projects directly improving customer experience initiatives.
• Conduct special analyses to troubleshoot, investigate, or diagnose customer-impacting issues; provide recommendations to CR leadership.
• Support training to U.S. and global customer service associates on SAP transactions, OTC processes, e-commerce tools, or new workflows.
• Prepare and deliver clear, concise presentations to leadership, internal partners, or customers.

Technical / Functional Skills

• Strong knowledge of OTC processes, distribution/warehouse/logistics workflows
• Working knowledge of SAP, and related Timken systems
• Intermediate to advanced Excel skills (pivot tables, v-lookups, data analysis)
• Customer relations skills including account management and relationship-building
• Strong analytical skills and problem-solving capability
• Professionalism and proficiency in email communication, data analysis, and presentations
• Able to lead cross-functional teams on process improvements
• Understanding of global supply chain concepts
• Able to identify and evaluate AI/automation opportunities

Education

• High School diploma required
• Associate degree preferred but not required in Business, Communication, Supply Chain, or related field

Experience

• Minimum: 3-5 years in Customer Service, Supply Chain, IT, or related field
• SAP experience and strong analytical skills
• Preferred: 5-7+ years relevant experience
• Bachelor’s degree in business, Communications, Supply Chain, or related field
• Experience with Timken systems (SAP, PTPlace)
• Experience in process improvement, project management, or change management
• Exposure to AI tools or digital automation initiatives