Sr Analyst, Customer Support

About the role

The Sr Customer Support Analyst is a strategic client relationship owner responsible for developing and maintaining positive customer relationships by addressing customer concerns in a proactive and timely manner in accordance with company standards. This role responds to customer and regional management inquiries, performs department administration, and drives revenue growth while ensuring long-term client satisfaction. The Sr Customer Support Analyst acts as the most experienced member of the Customer Service Department, offering training and guidance to other team members, and may lead the department. This position reports to the Customer Service Manager.

Responsibilities

• Train and coach Customer Service Representatives within the group.
• Collaborate heavily with internal departments, including Sales, Product Lines, QC, Warehouse, and Accounting (Credit, Invoicing, etc.).
• Receive, research, and answer customer inquiries.
• Log customer complaints and create action plans to address complex issues.
• Follow up on corrective-preventative actions.
• Maintain sales order files and prepare routine reports for customers.
• Update customer information in the customer master as required.
• Assist the warranty administrator as needed.
• Participate in Continuous Improvement Initiatives.
• Perform all other duties as assigned.

Requirements

• Bachelor of Arts degree (B.A.) or Bachelor of Science degree (B.S.) from a four-year college or university; or five years of related experience and/or training; or an equivalent combination of education and experience.
• Commitment to company values and ethics.
• Dependability is critical—must be personally responsible, complete work in a timely manner, and perform tasks accurately and efficiently.
• Excellent computer skills, including proficiency in Excel, Outlook, and Teams.
• Aviation Industry Knowledge is highly preferred.

Physical Demands & Work Environment

The physical demands and work environment described here are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• While performing the duties of this job, the employee may be regularly required to sit, stand, bend, reach, and move about the facility.
• The work environment for this position is an office setting. Candidates should be able to adapt to a traditional business environment.

Location: United States-Texas-Grand Prairie-Triumph Accessory Services

Schedule

Full-time, exempt status.