Customer Service Analyst

INTERNATIONAL AUTO PROCESSING•Brunswick, GA

About The Position

The Customer Service Analyst supports reporting and data analysis activities in Customer Service as required by customers and IAP management staff. The position also provides backup for the department’s Account Specialist as necessary. The role establishes and maintains work orders, accessories, customer billing-code cross-references, customer PIO guides, and accessory codes. It uses the AS400 system and vehicle processing system to analyze and extract data, identify data quality issues, and produce reports and key performance indicators. The analyst creates and maintains Excel spreadsheets, charts, and graphs to present information clearly, responds to information requests, and completes monthly reports and billing information by established deadlines. Work takes place in an open office environment with typical noise and distractions. The position may require occasional overtime to support operations, particularly when other Customer Service staff are absent. Physical requirements include remaining seated for extended periods while operating computer equipment and lifting and installing computer hardware weighing up to 25 pounds as needed.

Requirements

High school diploma or GED equivalent.
Valid driver’s license.
Ability to obtain a Transportation Worker Identification Credential (TWIC Badge).
At least two years of experience with Microsoft Excel, including proficiency in creating, sorting, filtering, and analyzing spreadsheets.
Ability to type at least 40 words per minute.
Experience with IBM AS400 systems.
Ability to record and verify alphanumeric strings 17 characters in length.
Effective verbal and written communication skills.
Strong attention to detail and ability to coordinate multiple tasks simultaneously.

Responsibilities

Establish new work orders and accessories, including appropriate cross-references to customer billing codes.
Monitor, update, and modify work order codes in the AS400 system as required.
Provide data analysis, reporting, and key performance indicators to customers, IAP managers, and staff as needed.
Use AS400 queries and extract data from the vehicle processing system.
Create, maintain, and update Excel spreadsheets, charts, and graphs to present data in an understandable format.
Perform exploratory data analysis to uncover errors, patterns, and anomalies.
Maintain customer PIO guides and generate accessory codes.
Identify and address data quality issues and discrepancies.
Respond accurately to information requests from other departments, customer representatives, and customers.
Complete monthly reports and billing information by established deadlines.
Provide backup for the department’s Account Specialist as necessary.
Perform other related duties as needed to meet the organization’s ongoing needs.