Customer Support Analyst

Department: Shipping
Location: Lighting Shipping Office
Report To: Sales Support Supervisor
Type of Position: Full-time

General Description

1. Provides scheduling of all customer orders and ensure on-time delivery

Key Roles and Responsibilities

1. Schedule all customer shipments plant wide and communicate effectively with Production Control to ensure the schedules are met; otherwise, develop contingency plan to lessen the risk to the company
2. Primary responsibility is to achieve 100% compliance with customer shipping requirements along with all associated processes related to outbound shipments, while communicating internally to meet SL needs based on production availability, manning, and additional resources
3. Follows and understands department goals and procedures, meets given KPI requirements including Plan v. result
4. Performs routine checks and balances for data received and input into excel, SAP and WMS. Along with verification of all billing documents and compliance with pricing contracts
5. Communication and resolving of any ASN and WMS discrepancies with external and internal customers.
6. Receive, compile and publish customer shipping information.
7. Ship finished goods to customer requirements and process all associated documentation per customer directives.
8. Contact customers on daily basis to resolve any shipping issues for current and future days.
9. Process FedEx shipments as needed.
10. Create, process PPP orders through G3PS GM system
11. Performs other duties as assigned by the Sales Support Supervisor

Job Requirements

Work Experience

1. Prefer >5 years experience in customer service/scheduling
2. Must be intermediate to advanced in Excel and Microsoft office
3. Excellent oral and written communication skills.

Education

1. College degree preferred however, can be waived with >5 years relevant job experience

Knowledge Skills and Abilities

1. Ability to read and understand BOL’s and other customer reports (DELJIT, DELFOR).
2. Proven ability to analyze and select proper corrective action when required.
3. Understanding of manufacturing processes in relation to shipments and inventories.
4. Ability to perform tasks using Microsoft software, Word, Excel, GM Applications
5. Ability to read and understand customer requirements, EDI, ASN’s, CUM’s, GM SupplyPower and other computer sites as required.
6. Basic understanding of sound inventory practices.
7. Ability to stand in when Supervisor is not present.