OTC Analytics & Customer Relations 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

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.