Customer Service Analyst Specialist

About the role

Analyze orders received via EDI to assess increases or decreases in customer requirements and make decisions based on this analysis, including when to request production planning to run parts based on capacity (press availability) and raw material availability while maintaining plant efficiency.

Responsibilities

• Attend meetings with different areas and/or customers to stay informed about new business, ECNs, and to prevent shortages of raw materials, excess inventory, or obsolete inventory due to poor demand management.
• Daily communication with customers and acting as a liaison between customers and the plant.
• Calculate sales forecasts on a weekly basis.
• Prepare shipment paperwork.
• Attend the 8:10 am daily meeting with GTS staff.
• Procure and follow up on Customer Service KPIs: delivery, premium freight, and sales accomplishment.
• In cases of increases or decreases in demand, manage charges, recovery of overtime, and fees.

Qualifications

Education

Preferred education of a high school diploma or equivalent, and/or with 3 years of experience.

Experience

• Customer service representative with 3 years of experience.
• Focused on customer satisfaction.
• Track and follow up on customer scorecards.
• Provide fast responses to customers and demonstrate clear problem-solving.
• Advanced knowledge of Microsoft Office, particularly Excel, or experience with databases.
• Knowledge of ERP systems (PLEX preferred).

Knowledge & Skills

• Clear communication (calls, Microsoft Teams, chat, email).
• Active listening.
• Problem-solving.
• Patience.
• Adaptability.
• Positive attitude.

Core Competencies

• Communication
• Self-motivation
• Confidence
• Accountability
• Knowledge

Blue EQ Competencies

• Empathy
• Anticipation
• Integrity
• Resilience
• Conflict management

Authority

• Stop production or shipments due to quality, safety, or compliance concerns.
• Suspend unsafe work, equipment, or processes.

Working Conditions

• Occasional domestic and international travel.
• Manufacturing environment with moderate physical activity.
• Ability to manage multiple priorities and work effectively under pressure.