Customer Service Analyst

Role Overview

The Customer Service Analyst plays a crucial role in daily operations, primarily focusing on supporting customers, collaborating with the 3PL, and assisting the Sales Team for the Xiromed side of the business. This position also offers the opportunity to work across various disciplines, including Supply Chain, Pricing, and Finance. Additional responsibilities include managing customer portals, facilitating customer setup, monitoring back-order reports and overseeing new product launches from a customer service perspective. Additionally, this role serves as a liaison with 3PL to ensure efficient and accurate order processing.   

Primary Duties & Responsibilities

ŸCommunicate directly with ICS regarding daily releases, EDI errors, pricing discrepancies.

ŸCommunicate directly and promptly with the customers regarding PO tracking, product inquiries, invoices, or pack list requests.

ŸWork closely with Sales, Supply, Pricing and Finance

ŸFacilitate Shortages and Overage claims between customer & 3PL.

ŸInitiate RGA/Call tag request with ICS for customers appropriately

ŸHandle license requests, COA, COC, COI requests

ŸProvide customers with weekly back-order updates.

ŸCustomer Portals (Medigi, RetialLink, etc)

Competencies/Career level

Please list all that apply: Innovation, entrepreneurial attitude, customer orientation, team leadership, adaptability/flexibility, results-oriented, control of budgets/costs, Self-development.

Requirements and personal skills

·   Education:

·   Languages: N/A

·   Experience (years/area): minimum 2 years

·    Specific Knowledge: N/A

·     Travel: No

·     Personal skills: Please list all that apply General management skills, strong interpersonal and people development skills, strong results-orientation, superior leadership skills, ability to anticipate problems and solve them successfully.

Physical Demands

This job operates in a remotely in a professional environment. This role routinely uses standard office equipment such as computers, phones, printers, etc. 

Position Type and Expected Hours of Work: This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The employee:

·        Is required to interact with internal and external contacts independently.

·        Is regularly required to talk or hear either in person or over a dial tone phone, as well as a mobile phone, when applicable.

·        Is often required to stand, walk, bend, lift, or sit.

·        Is required to occasionally lift office products and supplies, up to 40 lbs.

·        Is desk-based and may be sitting for long periods of time.

·        Must regularly use fingers and hands for fine manipulation:  typing, writing, using hand-held device (iPad, laptop, cell phone, keyboard, printer)

·        Must communicate clearly: phone calls, emails, in-person conversations.

·        Must possess ability to make sound decisions, process complex information, manage multiple tasks simultaneously, model behavior for other employees, and other cognitive functions.