Customer Service Rep II
About The Position
The Customer Service II Specialist plays a critical role in optimizing how Binks serves its customers by turning data and business systems into action. This role combines data analysis, process improvement, and supply chain/retail compliance monitoring to strengthen the customer journey from onboarding through fulfillment. You will be a power user and administrator across our ERP, CRM, ticket management, and customer portal platforms, tracking key performance indicators and identifying trends and root causes in service and order data. Partnering closely with Customer Service, Sales, Supply Chain, and IT, you will design and implement process and technology enhancements that make our business systems work smarter for both customers and internal teams. This role sits at the intersection of improving customer experience and improving team efficiency, and may also step in to directly support the Customer Service team during periods of high contact volume. This is a highly analytical, technology-forward, improvement-driven role for someone who enjoys uncovering insights in data and using business systems to translate them into measurable business impact.
Requirements
- Associate or bachelor's degree preferred, or equivalent experience in business, supply chain, data analytics, information systems, or a related field.
- 1-3+ years of experience in a customer operations, business systems, business analysis, or supply chain support role, preferably in a manufacturing or industrial environment.
- Strong analytical skills with the ability to interpret data, identify trends, and translate findings into practical business recommendations.
- Hands-on proficiency with business systems and technology platforms, including ERP, CRM, ticket management/helpdesk systems, and customer portals (e.g., Epicor, Navision, Dynamics, Freshdesk, Zendesk, Salesforce, Power BI, Excel).
- Comfort configuring, administering, or troubleshooting business systems, and partnering with IT on system enhancements.
- Experience with, or strong aptitude for, process improvement methodologies (e.g., Lean, Six Sigma, continuous improvement).
- Understanding of supply chain and retail compliance requirements (routing guides, EDI, vendor scorecards) is a plus.
- Excellent organizational skills with the ability to manage multiple projects and priorities in a fast-paced, evolving environment.
- Strong communication skills, with the ability to present data-driven insights clearly to both technical and non-technical audiences.
Nice To Haves
- Experience administering or implementing ticket management/helpdesk systems (e.g., Freshdesk, Zendesk, ServiceNow) or customer self-service portals.
- Experience with business process automation or workflow technology (e.g., Power Automate, RPA tools).
- Experience with iPaaS (integration platform as a service) or workflow integration tools (e.g., Workato, MuleSoft, Boomi) used to connect business systems and automate data flow between them.
- Familiarity with ISO 9001 or other quality management systems.
- Experience with data visualization and analytics tools (e.g., Power BI, Tableau).
- Background in coatings, adhesives, or industrial automation industries.
- Experience supporting customer onboarding, account implementation, or system/portal migrations.
Responsibilities
- Analyze customer service, order, and fulfillment data to identify trends, root causes, and opportunities for improvement.
- Build and maintain reports and dashboards to track KPIs such as order accuracy, on-time delivery, ticket resolution times, and customer satisfaction.
- Translate data insights into clear, actionable business recommendations for Customer Service leadership and cross-functional partners.
- Lead and support process improvement initiatives, mapping current-state workflows and designing more efficient future-state processes enabled by technology.
- Serve as a key business systems resource for the Customer Service team, partnering with IT to configure, optimize, and enhance ERP, CRM, ticket management, and customer portal platforms.
- Administer and continuously improve the ticket management system, including workflow rules, escalation paths, and reporting, to drive faster and more consistent case resolution.
- Manage and enhance the customer portal experience, ensuring customers can self-serve for order status, account information, and support requests, and troubleshooting portal issues as they arise.
- Evaluate and recommend new process technology and system enhancements (automation, integrations, self-service tools) that improve operational efficiency and the customer experience.
- Monitor supply chain and retail compliance requirements (e.g., routing guides, EDI, vendor scorecards, chargebacks) and work cross-functionally to resolve compliance gaps.
- Support customer onboarding and implementation by coordinating account setup, system and portal configuration, and process documentation for new and existing accounts.
- Conduct root-cause analysis on recurring issues and drive corrective actions with internal stakeholders.
- Maintain accurate documentation of processes, standard operating procedures, and system/portal workflows.
- Present findings, trends, and recommendations to leadership through regular reporting and business reviews.
- Act as a backup to the Customer Service team during periods of high customer contact volume, helping respond to inquiries and process requests as needed.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
