Customer Service Analyst Job ID- 128

MaziCTools; United States; Hybrid; USD 42,705 - 49,593; Full time

Job summary

MaziCTools in New York, NY seeks a Customer Service Analyst to support order-to-cash for a nationwide network. You will process orders, coordinate with logistics, and serve as the main contact for issues in order fulfillment, while analyzing data for improvement opportunities.

The role requires strong customer service, ERP knowledge (SAP preferred), and experience with EDI. Hybrid work and collaboration with Sales are emphasized.

Qualifications

• Bachelor’s degree in Supply Chain, Business, Communications, or related area.
• Minimum 1 year direct experience in Customer Service or Supply Chain.
• Experience in the CPG industry with major U.S. retail customers is highly preferred.

Responsibilities

• Own several key accounts, ensuring orders are processed to invoicing and managed with our logistics provider.
• Collaborate with the third-party warehouse, Finance and IT for seamless order processing.
• Manage day-to-day customer accounts and ensure requirements are understood and served excellently.
• Maintain customer master data files and manage the customer interface and creation process.
• Improve customer service performance by evaluating and redesigning business processes.
• Communicate timely and effectively with customers about shipments.
• Collaborate with Sales and Customers to lead efficiency projects in the supply chain.

Skills

Customer service

ERP systems

SAP

EDI transactions

MS Excel

Communication

Analytical skills

Education

Bachelor's degree

Tools

SAP

True Commerce

MS Office

Job description

New York, NY – Full Time – Job Title: Customer Service Analyst – Reports to: Manager, Customer Supply Chain – Location: New York, NY – Hybrid Office: this role is considered hybrid and employees are expected to work in the office 10 days per month.

Job Summary

The Customer Service Analyst works closely with Supply Chain, Planning, Finance, and Sales departments to support order-to-cash for a nationwide roster of retailers and distributors. The role delivers excellent customer service through fast and accurate processing of customer orders, coordinates activities with other internal departments, answers customer inquiries, and serves as the go‑to person for any problems that arise in the order fulfillment process. Additionally, the analyst analyzes data to identify trends and opportunities to improve overall delivery of the business, sharing findings regularly during Customer Collaboration reviews.

Job Responsibilities & Tasks

• Full ownership and responsibility of several key accounts, ensuring orders are correctly processed from order entry to invoicing and overseeing the fulfillment processes by our third‑party logistics provider.
• Work closely with the third‑party warehouse, Finance and IT to ensure seamless integration of all order processing activities.
• Day‑to‑day management of customer accounts and ensure these accounts’ requirements are understood and served with excellence.
• Maintain customer master data files, managing all customer interfaces, and the customer creation process.
• Improve customer service performance through evaluation and re‑design of business processes.
• Ensure timely and effective communications with customers regarding their shipments.
• Proactively communicate with the Manager, Customer Supply Chain regarding all customer issues.
• Advocate for customers, making their needs the primary focus of actions.
• Collaborate directly with Sales Team and Customers, leading efficiency projects to improve overall supply chain performance.
• Manage projects or internal initiatives partnering with other departments.
• Perform all other duties as assigned.

Key Performance Indicators (KPIs)

• On‑Time in Full
• Order Accuracy
• Invoice Accuracy
• Order Efficiency Metrics

Position Requirements

Education

• Bachelor’s Degree in Supply Chain, Business, Communications, or a related area (preferred).

Experience

• Minimum 1 year direct experience in Customer Service or Supply Chain (highly preferred).
• Experience in the CPG industry with major U.S. retail customers (highly preferred).

Skills

• Understanding of high‑touch customer service in a B2B environment.
• Promotes customer loyalty.
• Proactive and accountable.
• Enthusiastic self‑starter.
• Thrives in a collaborative, team‑based environment.
• Strong attention to detail.
• In‑depth knowledge of Customer Service principles and practices.
• Strong functional knowledge of ERP systems (SAP preferred).
• Experience managing EDI transactions (True Commerce preferred).
• Strong in MS Office applications, particularly MS Excel (analysis, pivots, reports, VLOOKUP).
• Excellent communication and coordination with internal departments.
• Strong problem‑solving and analytical skills, along with written and oral communication skills.
• Ability to work well in a dynamic, fast‑paced environment.

Physical & Travel Requirements

• Potential to flex hours start later/end later to support West Coast customers as needed.
• Must be able to work in normal office conditions.
• Must work a minimum of 8 hours per day.

Base Salary: $31.25–$36.00 per hour