Customer Service Analyst Specialist

PKC Group; Traverse City (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

PKC Group in Traverse City, MI is seeking a Customer Service/Supply Chain Coordinator to analyze orders via EDI, coordinate planning based on capacity and materials, and maintain plant efficiency. You will communicate daily with customers, attend need meetings with multiple areas, and handle weekly sales forecasting and shipments paperwork.

Occasional travel may be required.

Qualifications

• High school diploma or equivalent, and/or 3 years of experience.
• 3 years of customer service experience.
• Strong Excel skills or experience with databases.
• Experience with ERP systems (PLEX preferred).

Responsibilities

• Analyze orders received via EDI to determine if customer requirements are increasing or decreasing, and decide when to request planning based on capacity and materials.
• Attend meetings with various areas or customers to stay informed on new business and avoid shortages or obsolescence.
• Maintain daily communication with customers as a bridge between them and the plant.
• Prepare weekly sales forecasts.
• Prepare shipments paperwork.
• Attend 8:10 am daily meeting with GTS staff.
• Procure and follow up on Customer Service KPIs (Delivery, Premium Freight, sales accomplish).
• In case of increases or decreases, manage charges and recovery of OT and fees.

Skills

Clear Communication

Active Listening

Problem-Solving

Patience

Adaptability

Positive Attitude

Education

High school diploma or equivalent

Tools

Excel

PLEX ERP

Job description

• Analyze the orders received via EDI to determine is there an increase or decrease of the customers’ requirements, and make decisions based on this analysis, such as when to request planning to run parts, based on capacity (press availability) and raw material available, and taking care also of the plant efficiency.
• Attend all need meetings with different areas and / or customers to stay in the loop for new business, ECN’s, to avoid shortages of raw materials, excess inventory, or obsolete inventory due to lack of demand management.
• Daily communication with customers and act as a bridge between customers and the plant.
• Sales Forecast calculation on a weekly basis.
• Shipments paperwork preparation.
• Attending 8:10 am daily meeting with GTS staff.
• Procuring and following up of the Customer Service KPI’s: Delivery, Premium Freight, sales accomplish.
• In case of increases and / or drop ins, in charge of the charges, recovery of OT and fees.

Essential Responsibilities

• Analyze the orders received via EDI to determine is there an increase or decrease of the customers’ requirements, and make decisions based on this analysis, such as when to request planning to run parts, based on capacity (press availability) and raw material available, and taking care also of the plant efficiency.
• Attend all need meetings with different areas and / or customers to stay in the loop for new business, ECN’s, to avoid shortages of raw materials, excess inventory, or obsolete inventory due to lack of demand management.
• Daily communication with customers and act as a bridge between customers and the plant.
• Sales Forecast calculation on a weekly basis.
• Shipments paperwork preparation.
• Attending 8:10 am daily meeting with GTS staff.
• Procuring and following up of the Customer Service KPI’s: Delivery, Premium Freight, sales accomplish.
• In case of increases and / or drop ins, in charge of the charges, recovery of OT and fees.

JOB DESCRIPTION

• Analyze the orders received via EDI to determine is there an increase or decrease of the customers’ requirements, and make decisions based on this analysis, such as when to request planning to run parts, based on capacity (press availability) and raw material available, and taking care also of the plant efficiency.
• Attend all need meetings with different areas and / or customers to stay in the loop for new business, ECN’s, to avoid shortages of raw materials, excess inventory, or obsolete inventory due to lack of demand management.
• Daily communication with customers and act as a bridge between customers and the plant.
• Sales Forecast calculation on a weekly basis.
• Shipments paperwork preparation.
• Attending 8:10 am daily meeting with GTS staff.
• Procuring and following up of the Customer Service KPI’s: Delivery, Premium Freight, sales accomplish.
• In case of increases and / or drop ins, in charge of the charges, recovery of OT and fees.

Qualifications

Education

• Preferred education of a high school diploma or equivalent, and / or with 3 years of experience.

Experience

• Customer service representative with 3 years of experience.
• Focused on customer satisfaction.
• Score cards from customers following up.
• Fast response times to customers and clear problem-solving.
• Advanced knowledge of Office, especially Excel, or experience with databases.
• Knowledge of ERP (PLEX preferred).

Knowledge & Skills

• Clear Communication, (Calls, Teams, Chat, email)
• Active Listening.
• Problem-Solving.
• Patience.
• Adaptability.
• Positive Attitude

Core Competencies

• Communication
• Self-Motivation
• Confidence
• Accountability
• Knowledge

Blue EQ Competencies

• Empathy
• Anticipation
• Integrity
• Resilience
• Conflict Management

Authority

This position is authorized to:

• Stop production or shipments due to quality, safety, or compliance concerns.
• Suspend unsafe work, equipment, or processes.

Working Conditions

• Occasional domestic and international travel.
• Manufacturing environment with moderate physical activity.
• Ability to manage multiple priorities and work effectively under pressure.