Customer Service Analyst

Primary Duties and Responsibilities 

• Develop knowledge of customer's buying patterns and work with customer to understand the cause when there are variances to the trend.  Share this insight with the business to better plan resources and improve service.
• This position owns the order management process for assigned accounts.  This includes assuring accurate order detail and pricing, timely order confirmations, as well as providing status updates to the Customer. Prepare correspondence and fulfill customer needs to ensure customer satisfaction.
• Coordinate with the Quality Engineering team to resolve customer complaints.  Using A3 problem-solving techniques, identify root cause and corrective actions as needed. 
• Identify and recommend alternative product line solutions for existing and potential customers.  Engage internal resources when needed, such as marketing or planning.
• Participate in cost savings recommendations and CVM (customer value management) analysis.
• Build collaborative relationships with assigned customers and foster continued growth.
• Responsible to resolve customer inquiries with a sense of urgency.  Coordinates internal resources to assist in problem resolution.  Escalates visibility within the organization when needed.
• Seeks opportunities to improve service.  This may include areas such as order management, and forecast methods.   Coordinate with internal resources to propose solutions and to implement.
• Represents the voice of the customer within our business.
• Measure and communicate Aptar performance.   In cases where the customer provides a scorecard, actively work to reconcile and resolve discrepancies.
• Enhance customer relationship through in-person interactions.
• Prepare and present information about key accounts at internal business reviews.
• Support internal initiatives such as alternate resin, material changes, pallet changes and various projects.
• Partner with Account Managers on customer activities, sharing insight gained through service. 
• Supports customer product launches.  Activities may include gathering specification details, coordinating color match and sampling. 
• Work together with Finance to resolve invoice discrepancies when needed.
• Maintain accurate system data to support service levels. 
• Serves as backup within the department as needed.

Required Qualifications

• Education
  • Bachelor’s Degree in Business or related field such as Business Management, Communications, Finance, Operations or Supply Chain Management
• Experience:
  • Minimum of 3 to 5 years in Customer Service, preferably in a fast-paced manufacturing environment.
• Skills
  • Knowledge of SAP or other ERP Systems
  • Proficiency in Microsoft Office Products (Word, Outlook, Excel intermediate lever and PowerPoint)
  • Must be detail-oriented, a team player and proficient in both verbal and written communication

Authority Limits

• Budget
• Approval Amount
• Legal

Other requirements

• Travel:     Frequent:              Sometimes:              Never: 
• Other: