Customer Support & Business Systems Analyst

National Machinery•Tiffin, OH

About The Position

National Machinery is seeking a Customer Support & Business Systems Analyst to manage daily customer support activities and improve operational efficiency through business process automation, workflows, data analytics, and system enhancements. The role coordinates customer inquiries, quotations, orders, and internal activities while identifying ways to streamline and automate these processes. It also supports IFS process improvements, business intelligence reporting, and operational efficiency initiatives. The position handles customer and internal inquiries, maintains inquiry, quotation, and order information in the ERP system, verifies product and delivery details, and coordinates with customers and internal departments. It evaluates existing processes and implements practical automation, including AI-assisted tools, in collaboration with IT and other teams. The role also develops SQL queries, dashboards, and operational reports, analyzes performance data, investigates discrepancies, and supports global affiliates with IFS training and process improvements.

Requirements

Bachelor's degree in Business Analytics, Information Systems, Computer Science, Business Administration, Engineering, or a related field.
3–5 years of relevant experience in business systems, data analytics, process improvement, customer support operations, or a related role.
Basic knowledge of SQL, including data extraction and cleansing.
Experience developing dashboards and reports using Power BI or similar business intelligence tools.
Experience working with ERP systems and business processes.
Strong analytical and problem-solving skills, including the ability to identify inefficiencies and develop practical solutions.
Excellent communication and organizational skills, with the ability to manage multiple responsibilities.
Ability and willingness to perform daily operational Customer Support duties while independently pursuing process improvement initiatives.

Nice To Haves

Experience working with IFS ERP software.
Experience with Microsoft SQL Server and Oracle environments.
Experience developing automated workflows using Microsoft Power Automate, Power Apps, or similar tools.

Responsibilities

Handle daily customer and internal inquiries received by email, phone, electronic platforms, and sales representatives.
Enter, process, and maintain customer inquiry, quotation, and order information in the ERP system.
Verify product specifications, pricing, availability, and delivery information.
Coordinate with customers and internal departments to determine delivery methods and support requirements.
Route inquiries to appropriate teams and follow up on outstanding inquiries to ensure timely responses.
Work with Customer Support personnel to improve departmental responsiveness and consistency.
Evaluate Customer Support processes and identify opportunities to reduce manual administrative work.
Develop and implement automated workflows for inquiry management, data entry, follow-up activities, and order processing.
Explore and implement AI-assisted tools and agents to automate repetitive tasks while maintaining accuracy and customer service quality.
Identify process-improvement opportunities within IFS and other business systems, collaborating with IT and other departments on solutions.
Document process improvements and measure their effect on manual effort and operational efficiency.
Support global affiliates with IFS training, process standardization, troubleshooting, and ongoing improvements to Aftermarket and Customer Support operations.
Develop and maintain SQL queries to retrieve, analyze, and validate data from IFS and related systems.
Create and maintain Power BI dashboards, IFS dashboards, and operational reports.
Analyze customer orders, quotations, delivery performance, and other operational metrics to identify trends and improvement opportunities.
Investigate data discrepancies and work with relevant departments to resolve underlying issues.
Develop reporting tools that improve visibility into departmental performance and support management decision-making.
Support additional reporting and business process improvement initiatives throughout the organization.
Perform other Customer Support responsibilities as assigned.