Customer Account Analyst
About The Position
Position Overview : The Customer Account Analyst serves as a key operational leader responsible for evaluating complex customer orders, determining order strategy, and ensuring alignment between customer requirements and organizational capabilities. This role exercises independent judgment in exception handling and workflow optimization, directly influencing production efficiency, customer satisfaction, and departmental performance. The Analyst acts as a subject matter expert in order management, providing guidance to junior team members, participating in training initiatives, and contributing to the development of departmental processes, standards, and continuous improvement efforts. This position requires strong analytical skills, the ability to interpret technical specifications, and the authority to make decisions that support both customer needs and business objectives. The ideal Customer Account Analyst B is a detail-oriented, proactive communicator who thrives in a collaborative, employee-owned culture. Candidates bring a strong sense of ownership, exceptional organizational skills, and the ability to build lasting relationships with both internal teams and external customers. They are internally motivated, embrace continuous improvement, and are excited to grow within the Customer Service department through structured training and rotational responsibilities. This role is perfect for professionals who enjoy a dynamic mix of order management, problem-solving, and process ownership while contributing to a company recognized as a Top Workplace.
Requirements
- Minimum 5 years of experience in a professional support position
- Proven experience with data entry and data management in a business ERP system
- Demonstrated verbal and written communication skills
- Must be an internally motivated and driven individual
- Predictable and reliable attendance required during a typical M-F 40-hour workweek
- Occasional evening and/or weekend work may be required as job duties demand
- Office environment requiring ability to stand, sit and walk for extended periods
- Speak and listen to others in person and over the phone
- Use keyboard and read from computer, screen and reports
Nice To Haves
- Bachelor’s degree preferred
- Some experience with export documentation preferred
Responsibilities
- Conduct advanced review of customer orders to assess feasibility, technical requirements, and alignment with production capacity
- Interpret and validate shop specifications, recommending adjustments or clarifications to ensure manufacturability and compliance
- Make independent decisions regarding order scheduling, prioritization, and exception handling to optimize workflow and meet customer commitments
- Evaluate and authorize repair and return dispositions, determining appropriate corrective actions and communication strategies
- Serve as the primary escalation point for complex customer issues, providing strategic solutions that balance customer expectations with operational constraints
- Collaborate with planning, production, engineering, and logistics teams to resolve issues requiring cross departmental judgment and decision making
- Develop and maintain strong customer relationships, proactively identifying risks and recommending solutions to ensure long term satisfaction
- Lead initiatives to improve order management processes, identify inefficiencies, and recommend policy or workflow changes to leadership
- Develop, update, and maintain standard operating procedures (SOPs) for order review, documentation, and customer communication
- Analyze recurring issues and implement corrective actions that enhance accuracy, throughput, and customer experience
- Contribute to training and onboarding for new Customer Service Analysts, providing structured instruction, performance feedback, and ongoing development
- Serve as a resource for complex questions and decision making support for junior team members
- Participate in evaluating team performance and recommending improvements to training programs and departmental practices
- Oversee the accuracy and completeness of order related documentation, including export documentation and regulatory requirements
- Perform miscellaneous clerical duties such as filing or archival scanning as needed
- Perform additional duties assigned to meet changing organizational needs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
