Global CRM & OTC Analytics Lead — AI & Automation

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

Job summary

The Timken Company is seeking a Customer Relations Management Analyst to support US and global Customer Service operations within the OE Chain division. The role focuses on analytics, KPI governance, and order-to-cash processes to drive a best-in-class customer experience.

You will be the primary account manager for OE Chain customers, handle order management, forecasting support, and issue resolution while contributing to AI/digital automation initiatives.

Qualifications

• Minimum 3–5 years in Customer Service, Supply Chain, IT or related field.
• SAP experience and strong analytical skills are required.

Responsibilities

• Manage OE Chain customer accounts, including order entry, forecasting support, and issue resolution.
• Analyze global KPI data (OTD, lead time, stock-in rate) to identify problems and recommend actions.
• Support OTC policies, process improvements, and cross-functional collaboration.
• Identify AI/automation opportunities to improve workflows and reporting.
• Prepare leadership-ready presentations for internal partners and customers.

Skills

SAP experience

Excel (Pivot Tables, VLOOKUP)

Analytical skills

Problem-solving

Customer relationship management

Cross-functional teamwork

AI/automation opportunities

Global supply chain concepts

Education

High School diploma

Associate degree (Business/Supply Chain)

Tools

SAP

PTPlace

Job description

The Timken Company is seeking a Customer Relations Management Analyst to support US and global Customer Service operations within the OE Chain division. The role focuses on analytics, KPI governance, and order-to-cash processes to drive a best-in-class customer experience.

You will be the primary account manager for OE Chain customers, handle order management, forecasting support, and issue resolution while contributing to AI/digital automation initiatives.