Customer Service Analyst

Carlex Glass Manufacturing; Nashville (TN); On-site; USD 50,000 - 70,000; Full time

Job summary

Carlex Glass Manufacturing seeks a Customer Service Analyst to bridge our Automotive OEM/Service customers with Carlex plants. You will manage daily customer interactions, communicate delivery expectations, and use QAD ERP to interpret EDI demand, create shipments, and verify shipping authorization for nationwide delivery.

You will collaborate with production, shipping, and plant management to satisfy requirements, monitor customer portals, and respond to time-sensitive requests while

Qualifications

• Build and maintain positive customer relationships.
• Coordinate with production and shipping to meet delivery needs.
• Analyze orders and priorities via EDI and QAD ERP.
• Monitor customer portals and respond to time-sensitive requests.
• Support against potential shortages and escalate material issues.
• Prepare shipments and coordinate transportation.

Responsibilities

• Liaise between customers and Carlex plants to convey delivery expectations.
• Maintain and monitor EDI orders in QAD ERP.
• Track and document shipments, RAN/CUM requirements.
• Respond to customer scorecards and CAPA requests with evidence.
• Coordinate transportation with logistics providers.

Skills

Excel

Word

PowerPoint

Analytical skills

Communication skills

Teamwork

Problem solving

Time management

Education

High School Diploma

Tools

QAD ERP

EDI systems

MS Office

Job description

Position Summary: The Customer Service Analyst is a liaison between our Automotive OEM/Service customers and the Carlex manufacturing plants. The Analyst is responsible for daily interaction with customers and communicating their delivery expectations with the internal production team. Interaction with our customers requires professional verbal and written communication in the form of e-mail, Teams conference calls and navigating time sensitive on-line Customer Portals. The Analyst will work closely with the management staff, production team and shipping / receiving groups to efficiently communicate customer requirements and concerns. The Analyst will utilize our QAD ERP System to interpret customer EDI demand requirements, create Shipments, and verify the correct RAN/DO shipping authorization is selected to ensure receipt at customer locations nationwide. This role requires the ability to solve practical problems and deal with a variety of changing priorities while maintaining a positive attitude.| | | |ESSENTIAL JOB FUNCTIONSDevelop and maintain positive customer relationshipsFunction as a liaison between the customer and Carlex plantsWork closely with production, shipping, receiving and the plant management team to satisfy customer requirementsUtilize professional verbal & written communication when participating in high pressure escalation callsAnalyze and communicate customer orders and priorities as received via EDI through QAD ERP, E-mail or telephoneUnderstand requirements of CUM and RAN based ordersMonitor EDI orders and resolve potential shortages to customer demand, proactively escalate material issuesMaintain customer on-line portals, respond to time-sensitive requests including shipping release commitments, properly document responses to support potential future disputesActively monitor Customer Scorecards, lead responses to Correction Action requests, gathering and disputing charges or point deductions with required evidenceUtilize QAD to manage and prepare documents for shipmentsCoordinate transportation with assigned Logistic companiesWork with customers and shipping as needed to fully utilize trailers to avoid excessive freight costsSet up and monitor expedite shipments when issues arise, and track premium freight causes and cost on expedite logParticipate in maintaining accurate inventory levels including completing cycle counts and physical inventory events on weekends as necessaryCross train with other analysts on the teamREQUIREMENTSEducation:High School Diploma or equivalent requiredYears of Experience:Tier 1 Automotive experience preferred2+ years as a Customer Service Analyst or equivalentExperience using ERP systems, QAD is a plusOther Requirements:Typical office hours are 45 hours per week. Availability after hours may be required, pending production/customer needs. This could include answering emails and phone calls on nights, weekends and holidaysKEY COMPETENCIESIntermediate/Advanced skill level with Microsoft Office Suite: Word, Excel, and PowerPointTeam Focused, Goal oriented, Self MotivatedExcellent Analytical Skills, Hands-on approach to problem solving and analysis, clear and systematic thinkingAbility to solve practical problems and deal with a variety of changing situations while maintaining a positive attitudeAccomplish responsibilities with minimal oversightAble to manage, prioritize, and execute competing, time-sensitive responsibilities on timeAbility to access and manage detailed Customer Portals to maintain high delivery scoresExcellent verbal and written communication skillsAbility and willingness to uphold the Carlex Values of Safety, Customer Focused, Teamwork, Excellence and TrustYou should be proficient in:ERP & MRP SystemsInventory Management & ControlSupply Chain Managementautomotive industry knowledgecustomer performance managementcustomer relationship managementEDI (Electronic Data InterchangeLogistics & TransportationOrder ManagementMicrosoft office application