Internal Support Analyst

About the role

The Internal Support Analyst is a key member of the Internal Support & Customer service team. The Lead Analyst is responsible for providing guidance in all Customer Service activities for internal and external customers while driving process improvements to provide effective order processing, sales service and customer satisfaction.

Schedule

• 8:00 AM to 5:00 PM EST
• Following successful completion of onsite training at the Mebane, NC facility, this position transitions to a hybrid schedule requiring in-office presence two days per week, with Wednesdays as a mandatory onsite day and the other day flexible.

Responsibilities

• Reviews and drives internal procedures to aid the customer service team in maintaining a high level of customer service
• End user for SAP SD processes
• Attend SAP Key User meetings
• Liaison on all SD issues within SAP
• Perform Ad/Hoc testing in SAP with SD improvements, changes or updates
• Troubleshoots SAP logistics system and acts as point-of-contact for related cross departmental solutions
• Coordinates SAP systems training for current employees and new hires
• Monitor and implement CS & IST procedures alongside the Internal Support Supervisor
• Runs monthly KPI Customer Service reports and supports team in achieving KPI targets
• Assist Management to review business processes and recommend/implement changes to improve department efficiencies and customer satisfaction
• Assists with month-end close and other Internal Support Responsibilities
• Participant in WAM Initiatives as needed
• Assists Department with monthly team meetings, Preparations and presentation

Qualifications

• Minimum of a High School Diploma; Associate degree preferred
• Minimum 5-10 years of related experience in a customer service environment
• Minimum 3-5 years of related work experience in SAP with Advanced knowledge of Microsoft Office and Outlook
• Has working understanding of World-Class Manufacturing principles and is able to apply WAM approach to analysis/improve errors originating from Customer Service teams
• Possesses professional written and verbal communication skills with excellent telephone etiquette
• High proficiency with Microsoft Excel with the ability to present data clearly for analysis/reporting
• Can work independently and multi-task in faced paced environment
• Proven problem-solving capability

Benefits

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & wellbeing
• Financial programs such as 401(k), life insurance, short & long-term disability coverage, and opportunities for performance-based salary incentive programs
• Generous paid time off including 12 holidays
• Training and educational resources in our learning management system
• Giving & volunteer opportunities, and discounts on retail products, services & experiences

Pay

The expected hourly range for this role is $55,000.00 - $65,000.00. The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience, and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.