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Customer Experience Analyst

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Date: Mar 26, 2019

Location: Colmar, PA, US

Company: Dorman Products

Job Title

Customer Experience Analyst 

FLSA Status: X Exempt  oNon-Exempt

Reports To

Customer Experience Team Lead

Job Summary

The core purpose of this role is to support the team lead in execution and monitoring of customer service, while building and maintaining relationship(s) with the customer(s). This role is critical in our journey to double in size.

 

Responsibilities and Duties/Essential Duties

  • Work cross functionally with diverse range of internal and external customers
  • Communicate with customers and sales on a routine basis and respond to customer issues and Sales team’s inquiries and data requests in a timely manner
  • Closely collaborate with Customer Experience Manager and Sales organization and other functional areas to support identifying, reporting, and suggesting changes for the best customer experience
  • Drive performance through cross-company data and metrics
  • Identify gaps in service levels to limit potential fine or penalty exposure
  • Manage customer programs from PO through delivery
  • Proactively identify opportunities for process improvement across all functions which directly impact customers
  • Monitor vendor compliance
  • Manage all UPC Updates
  • Monitor orders for any extreme spikes and/or other concerns and escalate as appropriate
  • Deliver Monthly Reports to understand service/performance
  • Monitor orders to ensure timely shipping and accurate execution
  • Assist team lead in managing and monitoring customer KPI’s, including executing service improvement plans for KPI’s below target
  • Implement activities needed to achieve sales plan through program execution with collaboration of sales, supply chain, and the customer
  • Audit and load customer contract pricing in SAP
  • Execute the New Product Announcement (NPA) process with customers
  • Review customer deductions & fines/fees for validity and provide back-ups/data to finance as needed

 

Dorman Core Competencies

  • Time Management
  • Decision Quality
  • Results Driven
  • Integrity
  • Influence

 

Job Related Competencies

  • Analytical capabilities
  • Attention to Detail
  • Team player
  • Strong interpersonal and communication skills, both verbal and written.
  • Customer Focus

 

Minimum Qualifications

 

  • 1 year of experience in Logistics and/or Customer Service.
  • Intermediate level Microsoft Office experience required (Word, Excel, and PowerPoint).
  • Must be able to work flexible hours and overtime as required (limited).
  • Ability to travel 10% of the time (travel to customers’ offices).
  • Effectively work in a team environment supporting others through coverage, problem solving, and day to day interaction.

Preferred Qualifications

 

  • 2+ years of experience Logistics and/or Customer Service.
  • Bachelor’s degree; General Studies/Business.
  • Knowledge of EDI.
  • Knowledge of SAP.

 

 

 

 


Nearest Major Market: Philadelphia

Job Segment: ERP, Supply, SAP, Logistics, Business Process, Technology, Operations, Management