Customer Experience Analyst

Job Description

The Customer Experience Analyst is responsible for managing a specific group of customer accounts to achieve major business objectives. This role provides exposure to various aspects of the business, offering a well-rounded understanding of the order-to-cash process from start to finish. The position includes a combination of remote work with occasional onsite training, development, and collaboration, along with up to 25% travel.

Responsibilities

• Manage orders through the Oracle EBS order entry system, ensuring accuracy of specifications, sizes, pricing, and shipment information against customer purchase orders.

• Maintain customer forecasts with a focus on accuracy.

• Communicate regularly with customers, production facilities, technical personnel, and marketing regarding order entry, production, pricing, and related issues.

• Monitor production of orders to ensure on-time delivery.

• Release material and arrange delivery based on customer requirements.

• Manage inventories, including aged inventories, to meet supply needs.

• Collaborate with Regional Sales Managers to maintain customer relationships and gather market information for forecasting.

• Conduct root cause analysis for inventory variances and implement corrective actions.

• Participate in projects focused on efficiency improvements.

• Deliver outstanding service experiences for customers.

Requirements

• Bachelors degree in business administration, communications, supply chain management, or related field (or equivalent combination of education and experience).

• Minimum of 2 years of experience in customer experience or a closely related function.

• Strong communication and interpersonal skills.

• Excellent planning and organizational skills.

• Attention to detail in fast-paced environments.

• Proficiency in Microsoft Office, particularly Excel.

• Ability to adapt to and master web-based support applications.

• Demonstrated ability to work collaboratively in a matrix environment.

• Experience in steel, metals, or related industries preferred.

Preferred Skills

• Strong problem-solving skills to identify and enhance customer value drivers.

• Effective project management skills with ability to handle multiple tasks.

• Ability to identify and develop project opportunities across supply chain disciplines.