Order Analyst

Building cities. Driving commerce. Fueling progress. For over 100 years, Allison has powered the vehicles and technology that move our world forward. What powers us? Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today, we're driving progress everywhere because we employ top talent worldwide.

About the role

This lead role requires expertise in all areas of order fulfillment and the ability to handle unique situations for all customers. This role is responsible for managing customer orders for the largest Allison customer(s) as the direct interface with Allison customers for order fulfillment. The person in this position needs to have experience with SAP or the ability to understand and work with transactional systems. Good written and verbal communication skills to represent Allison to our customers and work closely with the Allison Operations team are critical. The role requires keen attention to detail, and excellent troubleshooting and problem-solving skills. This lead role also includes tasks related to team training, representing the team with other internal functions, and assisting the Director with projects.

Responsibilities

• Review incoming orders for transmissions, process Electronic Data Interchange (EDI) communications, lead time inquiries, and future schedules for acceptability.
• Schedule customer orders in SAP.
• Establish customer freight requirements within SAP and customer web portals to meet customer shipping expectations.
• Coordinate build and ship timing and delivery promises with the Operations team, communicate critical delivery information to customers.
• Provide order confirmation to customers and include documentation on the customer account record in the Allison customer relationship management (CRM) system, Allison 360.
• Document order-related customer correspondence in Allison.
• Review requests to ensure compliance with Export Controls, ITAR, and EAR requirements.
• Identify, follow-up, and expedite missed shipments and past due requirements with local Global Supply Chain associates.
• Facilitate internal problem-solving related to transmission scheduling, delivery inquiries, lead time, and transmission configuration availability.
• Interface with Allison sales account managers and customer specification engineers to ensure that customer concerns regarding eligibility to purchase, part number cross-reference, pricing discrepancies, and purchase order inconsistencies are addressed.
• Work with Allison Finance and Global Supply Chain to ensure customer payments are received prior to shipment.
• Regularly and proactively inform customers of order status.
• Act as the first point of inquiry when order fulfillment process and customer communications questions arise.
• Document and maintain unique customer order processes.
• Train new order analysts and cross-train current analysts for back-up purposes.
• Organize processes, meetings, and communications with internal functions representing Sales Support.
• Assist Director with projects as needed.
• Provide input and recommendations for continuous process improvements (efficiency, accuracy) for the overall order management processes.
• Provide ad hoc customer order information as requested to assist management decisions.

Requirements

• High School diploma or equivalent required. Bachelor’s degree in Business Management preferred.
• Preferred expertise in data management and transactional systems.
• At least 4 years of experience in customer order fulfillment or customer service in a business-to-business environment.
• Experience with Allison Marketing, Sales, and Service processes preferred.
• Proven professional writing and verbal communication skills.
• Business office experience.
• Knowledge of database tools (e.g., SAP, Excel, Power BI) for order and shipping management.
• Knowledge, or ability to learn, customer relationship management tools (e.g., Salesforce).
• High proficiency in Microsoft Office software, particularly Excel, Word, and Outlook.

Benefits

• Choice of medical plans with prescription coverage.
• Employer HSA contribution.
• Dental & Vision Insurance.
• Paid Parental Leave.
• Short & Long-Term Disability.
• Other voluntary benefits including: Critical Illness, Hospital Indemnity, Identity Theft Protection, and Pet Insurance.
• 401K with generous Company match & contribution.
• Accrued Paid Time Off.
• 12 Paid Holidays + 1 Floating Holiday.
• Robust employee wellness program.
• Tuition assistance program.