CRM Analytics & Customer Experience Lead

Timken; Fulton (IL); On-site; USD 57,040 - 74,865; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Job summary

Timken is seeking a Customer Relations Management Analyst to support U.S. and global Customer Service operations within the OE Chain division.

You will own analytics, KPI governance, and OTC process support to enable a best-in-class customer experience, including proactive account management and issue resolution. You will also identify AI and automation opportunities, lead cross-functional improvements, and collaborate with Supply Chain, Sales, Manufacturing, and IT to drive performance and

Qualifications

• 3–5 years in Customer Service, Supply Chain, IT, or related field.
• SAP experience and strong analytical skills.
• Bachelor’s degree in business, Communications, Supply Chain, or related field.
• Experience with Timken systems (SAP, PTPlace).
• Exposure to AI tools or digital automation initiatives.

Responsibilities

• Manage orders entry, schedule updates, forecasting support, and order book management.
• Analyze global KPI data to identify problem areas and recommend actions.
• Lead process improvements and ensure OTC policy adherence.
• Identify AI/automation opportunities and support digital initiatives.
• Collaborate with supply chain, sales, manufacturing, and IT to resolve issues.
• Prepare leadership presentations and train staff on SAP OTC processes.

Skills

OTC processes

SAP

Excel

Customer relations

Analytical skills

Cross-functional leadership

Global supply chain

AI opportunities

Education

Associate degree preferred in Business, Communication, Supply Chain, or related field

Bachelor’s degree in business, Communications, Supply Chain, or related field

Tools

Timken systems (SAP, PTPlace)

Job description

Timken is seeking a Customer Relations Management Analyst to support U.S. and global Customer Service operations within the OE Chain division.

You will own analytics, KPI governance, and OTC process support to enable a best-in-class customer experience, including proactive account management and issue resolution. You will also identify AI and automation opportunities, lead cross-functional improvements, and collaborate with Supply Chain, Sales, Manufacturing, and IT to drive performance and