Customer Support Analyst

SUMMARY

This position is involved with processes related to shipments, invoicing, transportation, EDI, customer websites, pricing, and packaging.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide IT with information to create customer master records
• Populate material master sales views
• Create and maintain customer material information records
• Create and maintain scheduling agreements
• Create and maintain customer-specific work instructions
• Responsible for processing shipments and invoices
• Track customer delivery performance
• Review and maintain customer website information (as needed)
• Compare price list provided by Sales against pricing in the scheduling agreement
• Update pricing in the scheduling agreement ASN text (Caterpillar only)
• Review and troubleshoot the status of incoming EDI
• Monitor and troubleshoot outgoing EDI transmissions
• Assist with returnable dunnage issues
• Create and modify prototypes finished product
• Process customer returns
• Communicate freight scheduling with Shipping
• Organize and track expedited freight
• Process identified accounts receivable issues (freight charges, returns, etc.)
• Coordinate engineering and packaging changes with production scheduling
• Resolve delivery performance differences with customer locations
• Participate in customer visits as necessary
• Cross-train with at least one other customer account
• Perform special projects as assigned
• Overtime as needed

QUALIFICATIONS

• Associate Degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Bachelor Degree preferred
• Experience in a manufacturing environment
• Strong experience with Excel, Word, Outlook
• SAP experience a plus