Customer Service Analyst

Mendocino Forest Products Company•Santa Rosa, CA

17h•$28 - $38•Onsite

About The Position

Mendocino Forest Products Company (MFP) is seeking a Customer Service Analyst to join their team based in our Santa Rosa, CA office! This is a non-exempt position offering a hourly rate of $28.00-$38.00 based on experience. We offer full benefits: Medical, Dental, Vision, Life Insurance and 401K match. To learn more about our benefits click Here This position is onsite and requires regular, physical attendance. Successful candidates must be able to work in person, interact directly with co-workers and team members, and fully participate in collaborative, in-office activities. Remote or hybrid work is not available for this role. The Mendocino Companies (Mendocino Forest Products Company, Mendocino Redwood Company, Humboldt Redwood Company, Humboldt Sawmill Company, and Allweather Wood) own nearly 450,000 acres of Forest Stewardship Council® (FSC® C031337) certificated redwood and Douglas-fir timberland, constitute the largest waterborne wood treater in the Western USA, and is the largest producer of redwood lumber in the world. Collectively providing 950 employees and their families with excellent wages and benefits in communities throughout the Western USA. Additionally, the Mendocino Companies own and operate a 25-megaWatt biomass cogeneration power plant and wood pellet plant. The Customer Service Analyst is responsible for delivering excellent, professional customer support to Home Depot stores. This role involves clearly communicating detailed product information, including grades, pricing, and lead times, while collaborating effectively with both internal and external team members.

Requirements

Associate degree or equivalent from two-year college, minimum of two years customer service experience and/or training or equivalent combination of education and experience
Ability to prioritize and multitask in a fast-paced environment
Ability to speak clearly and effectively with courtesy on the telephone for extended periods of time and in person while taking orders or other tasks associated with the position requirements
Ability to present information and respond to questions from groups, managers, customers internal and external and the public
Ability to apply concepts of basic algebra and geometry
Ability to sit/stand for long periods of time in an office environment

Nice To Haves

Knowledge of inventory software, order processing systems, and Electronic Data Interchange (EDI), preferred
Proficiency in Microsoft Excel is required; working knowledge of other Microsoft Office Suite programs preferred

Responsibilities

Answer a high volume of calls and emails with professionalism and in a timely manner
Allocate and release daily Home Depot stock orders in a timely and efficient manner
Direct appointment scheduling and resolve delivery and/or scheduling issues with DC’s
Lead the special-order quoting process from receiving quotes, obtaining pricing and lead times through supply chain, and effectively communicating back to the customer
Identify root causes of recurring customer issues and propose corrective actions
Manage returns (RTV process) working directly with both the Inside and Outside Customer Service Managers
Manage weekly pricing updates and conduct routine pricing audits
Support management and field team by providing timely and accurate sales data
Manage Accounts Receivable
Assist management with sales forecasting, inventory planning, and communication with internal and external suppliers
Maintain data accuracy within Home Depot’s system