Customer Service Order Analyst

Position Purpose:

The Customer Service Order Analyst provides an exceptional level of service to representatives through a detailed review of submitted configurations and timely processing of orders to the appropriate manufacturing facility. Through knowledge of BAC’s products and processes the Customer Service Order Analyst prevents ambiguous and erroneous information from passing through the system to other departments ultimately ensuring the customer receives the equipment as expected.

PRINCIPAL ACCOUNTABILITIES

Analyze and process new orders

Run and interpret equipment selections to ensure performance of equipment selected by representative

Create Performance Curves and Sound Data specification sheets to accompany Customer Submittal

Collaborate with Product Applications to ensure unmistakable interpretation of special requirements

Sole manager of work lists with strong mechanical and technical knowledge of equipment and process to triage requests and assign to appropriate team member

Convey non-configurable changes to the appropriate manufacturing plant

Facilitate timely scheduled ship dates to representatives by managing back log reports for unscheduled orders and communicating with the appropriate manufacturing plant

Identifies and presents opportunities to improve processes to enhance service level, quality, and process efficiencies

Promptly process RMA credits by monitoring the disposition status from the plants in Lotus Notes

Support Senior Customer Service Order Analyst with documentation creation and configurable change orders

Assist representatives and customer through phone calls and emails when Inside Account Manager team is unavailable

NATURE AND SCOPE

The Customer Service Order Analyst will report the Order Process Lead.

As part of Customer Service the Customer Service Order Analyst will have daily interaction with domestic/international representatives, and OEM accounts as well as all departments within BAC corporate and manufacturing facilities.

They will manage and process all orders on the unit and part order worklist and provide backup assistance to the Senior Customer Service Order Analyst on pre-submittal packages, configurable changes and resubmittals.

KNOWLEDGE & SKILLS

Bachelor’s Degree, or equivalent background and experience plus 3+ years directly related experience

Customer service orientation (internal and external customers)

Requires excellent written and verbal communication skills, flexibility in handling a wide range of tasks, and attention to detail

Demonstrated strength in communication, problem solving, and follow-up

Ability to resolve complex problems in an efficient and timely manner

Requires a strong mechanical and technical aptitude in order to develop an in-depth knowledge of the product variations supplied by BAC

PC skills – Excel, Word, Power Point

Keyboard speed 50+ wpm

Knowledge of PeopleSoft desirable

Adobe Acrobat-pdf writer

AutoCAD desirable

PREFERRED

Has high level of customer focus with the ability to identify and prioritize urgent requirements

Takes ownership and works independently on assignments as well as work effectively as part of a team

A stress resistant person who’s willing to help others and shift priorities as needed

Ability to present best practices, alternative solutions to project initiatives

WORKING CONDITIONS:

Corporate work schedule with no travel required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)