Customer Experience Analyst

Job Description

The Customer Experience Analyst is responsible for managing a specific group of customer accounts to achieve major business objectives. This role provides exposure to various aspects of the business, offering a well-rounded understanding of the order-to-cash process from start to finish. The position includes a combination of remote work with occasional onsite training, development, and collaboration, along with up to 25% travel.

Responsibilities

Manage orders through the Oracle EBS order entry system, ensuring accuracy of specifications, sizes, pricing, and shipment information against customer purchase orders.

Maintain customer forecasts with a focus on accuracy.

Communicate regularly with customers, production facilities, technical personnel, and marketing regarding order entry, production, pricing, and related issues.

Monitor production of orders to ensure on-time delivery.

Release material and arrange delivery based on customer requirements.

Manage inventories, including aged inventories, to meet supply needs.

Collaborate with Regional Sales Managers to maintain customer relationships and gather market information for forecasting.

Conduct root cause analysis for inventory variances and implement corrective actions.

Participate in projects focused on efficiency improvements.

Deliver outstanding service experiences for customers.

Requirements

Bachelors degree in business administration, communications, supply chain management, or related field (or equivalent combination of education and experience).

Minimum of 2 years of experience in customer experience or a closely related function.

Strong communication and interpersonal skills.

Excellent planning and organizational skills.

Attention to detail in fast-paced environments.

Proficiency in Microsoft Office, particularly Excel.

Ability to adapt to and master web-based support applications.

Demonstrated ability to work collaboratively in a matrix environment.

Experience in steel, metals, or related industries preferred.

Preferred Skills

Strong problem-solving skills to identify and enhance customer value drivers.

Effective project management skills with ability to handle multiple tasks.

Ability to identify and develop project opportunities across supply chain disciplines.