Customer Support Analyst II

Atmus•Nashville, TN

2d•Hybrid

About The Position

At Atmus, employees are viewed as people first, then colleagues. We give you the freedom and flexibility to do what you’re good at and make an impact. Work alongside today’s most innovative thinkers and help shape the future with Atmus. We are looking for a talented Customer Support Analyst II to join our team. Location: Nashville TN - Onsite with flexibility (3 days in office, Tuesday, Wednesday and Thursday - 2 days remote, Monday and Friday) Travel: Less than 10% In this role, you will make an impact in the following ways: Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Requirements

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Must be fluent in French.

Nice To Haves

College or equivalent degree preferred.
This position may require licensing for compliance with export controls or sanctions regulations.

Responsibilities

Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline:
Act as the single-point-of-contact to Atmus' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Atmus processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
Maintain accurate records of all internal and external interactions in the appropriate database/system.
Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
Knowledge of Quality Management Systems.
Support Supervisor with hosting customer visits at local facility.
Prepare and distribute standard and customized internal and customer reports.
Understand Customer Order Management policies, procedures and metrics.
Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
Participate in/lead process improvement projects.