Senior Customer Service & Ops Analyst (ERP/SAP)

HTS Engineering Ltd.; Dallas (TX); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Clear Destination Inc. in Dallas, TX seeks an experienced client operations analyst to compile and distribute routine and ad hoc reports using ERP data. You will support field service repair organizations and cross-functional teams.

The role requires strong communication, documentation, and problem-solving skills, with a background in SAP/ERP tools and MS Office. A High School diploma and 8+ years in customer service or repair operations are preferred.

Qualifications

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Strong ability to work independently and manage one’s time.
• Strong ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Word, PowerPoint, Excel, ERP systems and SAP.
• Strong analytical and problem-solving skills
• Ability to adapt to under change management environment.

Responsibilities

• Compile and distribute reporting direct management assigned established on a set schedule as well as on an ad hoc basis using all available data resources including but not limited to company ERP systems.
• Monitor and communicate performance levels and provided operational support for assigned field service repair organizations.
• Support internal partners including but not limited to Sales, Parts, and Product Management in resolving or advising on complex issues and opportunities.
• Approve the referral of unresolved grievances to designated departments for further investigation.
• Performance of all other duties as assigned by direct management or made apparent during the course of the performance of the job.

Skills

Verbal communication

Written communication

Time management

Documentation

Analytical thinking

Problem solving

Change management

Education

High School Diploma or Equivalent

Bachelor's degree preferred

Tools

ERP systems

SAP

Microsoft Word

PowerPoint

Excel

Job description

Key Responsibilities:

• Compile and distribute reporting direct management assigned established on a set schedule as well as on an ad hoc basis using all available data resources including but not limited to company ERP systems.
• Monitor and communicate performance levels and provided operational support for assigned field service repair organizations.
• Support internal partners including but not limited to Sales, Parts, and Product Management in resolving or advising on complex issues and opportunities.
• Approve the referral of unresolved grievances to designated departments for further investigation.
• Performance of all other duties as assigned by direct management or made apparent during the course of the performance of the job.

Key Requirements and Technology Experience:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Strong ability to work independently and manage one’s time.
• Strong ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Word, PowerPoint, Excel, ERP systems and SAP.
• Strong analytical and problem-solving skills
• Ability to adapt to under change management environment.
• Education/Experience:
• High school diploma or equivalent (Bachelor's degree preferred).
• 8+ years’ experience in customer service, repair services operational support or warranty claims