Customer Relations Management Analyst

Timken; Illinois; On-site; USD 57,040 - 74,865; Full time

Job summary

Timken is seeking a Customer Relations Management Analyst to support US and global Customer Service within the OE Chain. The role emphasizes analytics, KPI governance, process improvement, and order‑to‑cash (OTC) support to enable exceptional customer experiences.

This position also serves as the primary account management contact for OE Chain customers, handling order management, forecasting support, issue resolution, and proactive communications to drive performance and growth.

Qualifications

• Education: Associate degree preferred but not required in Business, Communication, Supply Chain, or related field.
• Minimum: 3-5 years in Customer Service, Supply Chain, IT, or related field and SAP experience.
• Preferred: 5-7+ years relevant experience; Timken systems (SAP, PTPlace) experience; process improvement or project management.

Responsibilities

• Primary customer account management for OE Chain customers, including order entry, schedule updates, forecasting support, expediting, delivery issue resolution, and order book management.
• Analyze and interpret global KPI data (OTD, allocated unshipped, lead time, stock‑in rate, expedites, cancellations, etc.) to identify problem areas and recommend corrective actions.
• Support continuous improvement activities and ensure adherence to OTC policies and procedures across Customer Service.
• Identify and support AI/automation opportunities, including workflow automation, reporting enhancements, and digital process improvements.
• Collaborate with Supply Chain, Sales, Manufacturing, and IT to resolve issues impacting customer performance and internal delivery metrics.
• Participate in or lead key projects directly improving customer experience initiatives.
• Conduct special analyses to troubleshoot, investigate, or diagnose customer‑impacting issues; provide recommendations to CR leadership.
• Support training to U.S. and global customer service associates on SAP transactions, OTC processes, e‑commerce tools, or new workflows.
• Prepare and deliver clear, concise presentations to leadership, internal partners, or customers.
• Domestic or global travel may be required.

Skills

OTC processes

SAP

Excel

Account management

Data analysis

Cross-functional teamwork

AI opportunities

Communication

Global supply chain

Education

Associate degree

Bachelor’s degree

Tools

PTPlace

SAP

Job description

What Timken makes possible begins with you. Those who came before us helped land a man on the moon, create the world's infrastructure, and introduce renewable energy alternatives. Now you can join the Timken team to write your own unique story and help drive what's next.

A career at Timken means you can have an immediate impact doing Work That Matters to the world— improving the efficiency of today's industrial equipment and preparing for the future of motion on our planet and beyond. New employees can start contributing right away, and there are many opportunities to advance your career at your own pace. Join our global team of 19,000 people in 45 countries, and start helping our customers push the limits of what's possible in their world of motion.

Purpose and Scope

The Customer Relations Management Analyst supports U.S. and global Customer Service operations within the OE Chain division. The position is responsible for analytics, KPI governance, process improvement, and order‑to‑cash (OTC) process support to enable a best‑in‑class customer experience.

This role will also serve as the primary customer account management for OE Chain customers, providing proactive communication, order management, and issue resolution to support performance, growth, and customer satisfaction.

In addition, the role supports digital transformation efforts by identifying and evaluating AI and automation opportunities that improve efficiency, reporting accuracy, and workflow effectiveness across Customer Service and cross‑functional partners.

• Primary customer account management for OE Chain customers, including order entry, schedule updates, forecasting support, expediting, delivery issue resolution, and order book management.
• Analyze and interpret global KPI data (OTD, allocated unshipped, lead time, stock‑in rate, expedites, cancellations, etc.) to identify problem areas and recommend corrective actions.
• Support continuous improvement activities and ensure adherence to OTC policies and procedures across Customer Service.
• Identify and support AI/automation opportunities, including workflow automation, reporting enhancements, and digital process improvements.
• Collaborate with Supply Chain, Sales, Manufacturing, and IT to resolve issues impacting customer performance and internal delivery metrics.
• Participate in or lead key projects directly improving customer experience initiatives.
• Conduct special analyses to troubleshoot, investigate, or diagnose customer‑impacting issues; provide recommendations to CR leadership.
• Support training to U.S. and global customer service associates on SAP transactions, OTC processes, e‑commerce tools, or new workflows.
• Prepare and deliver clear, concise presentations to leadership, internal partners, or customers.
• Domestic or global travel may be required.

Technical / Functional Skills

• Strong knowledge of OTC processes, distribution/warehouse/logistics workflows
• Working knowledge of SAP, and related Timken systems
• Intermediate to advanced Excel skills (pivot tables, v‑lookups, data analysis)
• Customer relations skills including account management and relationship‑building.
• Strong analytical skills and problem‑solving capability.
• Professionalism and proficiency in email communication, data analysis, and presentations
• Ability to lead cross‑functional teams on process improvements.
• Understanding of global supply chain concepts
• Ability to identify and evaluate AI/automation opportunities.

Basic Qualifications

Education: Associate degree preferred but not required in Business, Communication, Supply Chain, or related field.

Experience

Minimum:

• 3-5 years in Customer Service, Supply Chain, IT, or related field
• SAP experience and strong analytical skills

Preferred:

• 5-7 + years relevant experience
• Bachelor’s degree in business, Communications, Supply Chain, or related field
• Experience with Timken systems (SAP, PTPlace)
• Experience in process improvement, project management, or change management.
• Exposure to AI tools or digital automation initiatives

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and complete necessary production forms. Ability to speak effectively with fellow employees and suppliers.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, schedule, or diagram form. Ability to deal with problems involving several variables; problem solving ability.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand, sit, use hands/arms. The employee is regularly required to talk, hear at conversational level, and smell. The employee is occasionally required to walk, climb, balance, stoop, kneel, crouch, or crawl. The employee must regularly lift/move up to 10 pounds, frequently lift/move up to 25 pounds, and occasionally lift/move up to 50 pounds. Moving/lifting greater than 50 pounds requires assistance from another employee or a lifting device/hoist. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is frequently exposed to fumes or airborne particles, outside weather conditions, and vibration. The employee is occasionally exposed to extreme heat and risk of electrical shock. The noise level in the work environment is usually loud.

Required Personal Protective Equipment

Employee is required to wear proper safety eyewear, hearing protection, and steel‑toed shoes at all times while on the plant floor.

Compensation and Benefits

The yearly compensation for this role is $57,040 - $74,865, is commensurate on experience and education, and could pay more or less than the posted range. This full‑time position is eligible to participate in the company’s short‑term incentive program, paid time off plan, 401k, and comprehensive benefits package including medical, dental, and vision. Qualified candidates can apply for this position by visiting www.careers.timken.com.

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.