Customer Service Analyst Specialist

Motherson • Traverse City, MI

13d • Onsite

About The Position

This role involves analyzing customer orders received via EDI to identify changes in requirements and making informed decisions regarding production planning, capacity, raw material availability, and plant efficiency. The specialist will attend meetings with various departments and customers to stay updated on new business, Engineering Change Notices (ECNs), and to prevent shortages or excess inventory. Key responsibilities include daily communication with customers, acting as a liaison between customers and the plant, calculating sales forecasts weekly, preparing shipment paperwork, and attending daily staff meetings. The role also involves procuring and tracking Customer Service KPIs such as Delivery, Premium Freight, and Sales Accomplishment, and managing charges, overtime recovery, and fees in response to order fluctuations.

Requirements

• 3 years of customer service representative experience.
• Focused on customer satisfaction.
• Follow up on score cards from customers.
• Fast response times to customers and clear problem-solving.
• Advanced knowledge of Office, especially Excel, or experience with databases.
• Knowledge of ERP (PLEX preferred).
• Clear Communication (Calls, Teams, Chat, email).
• Active Listening.
• Problem-Solving.
• Patience.
• Adaptability.
• Positive Attitude.
• Communication.
• Self-Motivation.
• Confidence.
• Accountability.
• Empathy.
• Anticipation.
• Integrity.
• Resilience.
• Conflict Management.
• Authority.

Nice To Haves

• Preferred education of a high school diploma or equivalent.

Responsibilities

• Analyze orders received via EDI to determine increases or decreases in customer requirements.
• Make decisions based on analysis, such as requesting planning to run parts based on capacity and raw material availability, while considering plant efficiency.
• Attend meetings with different areas and/or customers for new business and ECNs to avoid shortages, excess inventory, or obsolete inventory.
• Communicate daily with customers and act as a bridge between customers and the plant.
• Calculate sales forecasts on a weekly basis.
• Prepare shipments paperwork.
• Attend daily meetings with GTS staff.
• Procure and follow up on Customer Service KPIs: Delivery, Premium Freight, sales accomplishment.
• Manage charges, recovery of OT and fees in case of increases and/or drop ins.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED