Customer Service Process Support Analyst

our team • Bennettsville, SC

1d

About The Position

SPX is a diverse team of unique individuals who all make an impact. Under the direction of the Customer Service Manager, the Customer Service Process Support Analyst provides expert-level operational and systems support to the Customer Service team and the Marley Manufacturing Representative network. In this role, you will serve as the primary expert user for key Customer Service applications and systems, including but not limited to: MAPICS XA, Marley Order Management System, Concept (CPQ), Microsoft Dynamics (CRM), and EDI. As the Customer Service Process Support Analyst, you will troubleshoot system issues, analyze process gaps, support order management workflows, and ensure the accuracy and integrity of data across platforms. You will develop and maintain process documentation, support system training efforts, and help drive continuous improvements that enhance efficiency, accuracy, and customer satisfaction.

Requirements

• Demonstrated problem‑solving, data analysis, and technical proficiency, including advanced Microsoft Office skills (Excel pivot tables, graphs, reports; PowerPoint; Word).
• Experience supporting or implementing business software systems; background with CRM, CPQ, and IT/technical environments preferred.
• Strong written, verbal, and interpersonal communication skills with the ability to collaborate effectively across cross‑functional teams and all organizational levels.
• Proven ability to drive results through process improvement, metrics reporting, problem analysis/resolution, and consistent follow‑up on internal and external commitments.
• Highly organized, detail‑oriented, and team‑focused professional with a systematic work approach and the ability to build strong working relationships and support training or coaching needs.

Nice To Haves

• Bachelor’s degree in Business, Engineering, or related field; MBA preferred.
• Deep knowledge of industrial equipment, systems, and technical applications.
• Experience managing global accounts or overseeing international sales operations.
• Demonstrated ability to work effectively across functions in a matrixed organization.
• Strategic thinker with the ability to balance short-term wins with long-term growth.
• Results‑driven mindset with a strong bias for action and continuous improvement.
• Additional certifications in CRM, CPQ, or process improvement (Lean, Six Sigma) are a plus.

Responsibilities

• Systems Administration & Application Expertise
• Serve as the primary administrator for the Marley Concept CPQ application, including managing security, user profiles, data interfaces, system testing, and oversight of enhancements and new feature development.
• Act as the primary support resource for all Marley Representative Portal applications, ensuring user access, functionality, and issue resolution.
• Troubleshoot issues related to Electronic Data Interchange (EDI), identifying root causes, correcting deficiencies, and partnering with IT and customers to establish new EDI relationships.
• Training, Support & User Enablement
• Train new representatives (REPs) and internal employees on Concept CPQ and Marley Order Management (MOM) systems to ensure accurate and efficient usage.
• Provide day‑to‑day support for system users, offering guidance, documentation, and troubleshooting to enhance user experience and system literacy.
• Deliver backup support for Customer Service Representatives during high‑volume periods, system outages, or scheduled leave coverage.
• Continuous Improvement & Process Optimization
• Identify opportunities for application, system, and workflow improvements that enhance accuracy, speed, or overall customer experience.
• Lead or support implementation of process improvements, partnering with key stakeholders to ensure successful adoption.
• Maintain and refine system documentation, process maps, and standard work instructions to support scalable operations.
• Cross‑Functional Collaboration & Project Support
• Work closely with IT and project managers to support the development, testing, training, and administration of the Microsoft Dynamics CRM application.
• Serve as a liaison between Customer Service, IT, Sales, and external representatives to ensure systems, data flows, and processes align with business needs.
• Support cross‑functional initiatives by providing system insights, user feedback, and operational perspective during new system rollouts or upgrades.

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level